Please use this identifier to cite or link to this item: http://hdl.handle.net/10397/29413
Title: Chinese hotel employees in the smiling masks : roles of job satisfaction, burnout, and supervisory support in relationships between emotional labor and performance
Authors: Chen, Z
Sun, H
Lam, W 
Hu, Q
Huo, Y
Zhong, JA
Keywords: Burnout
Cognitive dissonance
Emotional labor
Job satisfaction
Supervisory support
Issue Date: 2012
Publisher: Routledge, Taylor & Francis Group
Source: International journal of human resource management, 2012, v. 23, no. 4, p. 826-845 How to cite?
Journal: International journal of human resource management 
Abstract: Using survey data obtained from 206 frontline hotel employees (Study 1) and 111 employee-supervisor dyads (Study 2), we examined how the emotional labor of hotel employees was associated with affective and behavioral outcomes. We found that surface acting was negatively related to job satisfaction but positively related to burnout. Meanwhile, deep acting was positively related to job satisfaction but negatively related to burnout. Additionally, job satisfaction and burnout were found to mediate the relationship between emotional labor and work performance. We further found that supervisory support moderated the relationships between emotional labor and job satisfaction and burnout.
URI: http://hdl.handle.net/10397/29413
ISSN: 0958-5192
EISSN: 1466-4399
DOI: 10.1080/09585192.2011.579918
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