The managed heart: The structural analysis of the stressor-strain relationship and customer orientation among emotional labor workers in Korean hotels

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• 作者：Gyehee Lee^a ; ¹ ; ^{ghlee@khu.ac.kr} ; Taegoo (Terry) Kim^a ; ^{tgkim@khu.ac.kr} ; Seok Ho Shin^b ; ² ; ^{shs77@hanmail.net} ; Ick Keun Oh^c ; ³ ; ^{ikok@kmu.ac.kr}
• 关键词：Workplace stressor ; Emotional labor ; Negative affectivity ; Emotional exhaustion ; Customer orientation ; Conservation of resources theory ; Human resource management ; Marketing strategy ; Hotel frontline employees ; Korea
• 刊名：International Journal of Hospitality Management
• 出版年：2012
• 期刊代码：25_02784319
• 类别：bus
• 出版时间：December, 2012
• 卷：31
• 期：4
• 页码：1067-1082
• 文件大小：713 K

摘要

This study examined the structural relationships among three different dimensions of workplace stressors (customer-related stressor, CRS; work environment-related stressor, WERS; job-related stressor, JRS), negative affectivity (NA), emotional exhaustion (EE), and the negative effect of that strain on customer orientation (CO) in the context of the emotional labor (EL) of frontline employees in the hotel industry. Data were collected from self-administrated questionnaires distributed among frontline employees in room and F&B divisions in Korean deluxe tourist hotels, where EL is intense. The results of the structural equation analysis indicated a positive association between all three workplace stressors and NA and between NA and EE. There was also a relationship in the opposite direction with EE and CO, as hypothesized. The moderating effect of organizational level on the workplace stressors-NA relationships was also confirmed. In addition, in an alternative model, we found that NA partially mediates the relationship between JRS and EE; whereas, NA fully mediates the relationships between CRS/WERS and EE. Practical implications are discussed in detail and limitations of the study and future research directions are also suggested.