Identifying the complex relationships among emotional labor and its correlates


Gursoy D., Boylu Y., AVCI U.

INTERNATIONAL JOURNAL OF HOSPITALITY MANAGEMENT, vol.30, no.4, pp.783-794, 2011 (Peer-Reviewed Journal) identifier identifier

  • Publication Type: Article / Article
  • Volume: 30 Issue: 4
  • Publication Date: 2011
  • Doi Number: 10.1016/j.ijhm.2010.10.009
  • Journal Name: INTERNATIONAL JOURNAL OF HOSPITALITY MANAGEMENT
  • Journal Indexes: Social Sciences Citation Index, Scopus
  • Page Numbers: pp.783-794
  • Keywords: Emotional labor, Job satisfaction, Culture, Personality, Job autonomy, Tourism, PERSON-ORGANIZATION FIT, JOB-SATISFACTION, WORK, CONSEQUENCES, ANTECEDENTS, EMPLOYEES, BEHAVIOR, VALIDATION, DIMENSIONS, EXPRESSION

Abstract

Studied since the late 70s, emotional labor has received much attention especially in the service product context due to its presumed double edged wedge potential. Several job-related and person-related factors are postulated and tested for influence on emotional labor. However, the influence of culture, as a blanket factor, has been overlooked thus far. The aim of this study is to measure the complex relationships between emotional labor and a few of its antecedents and outcomes, including those previously measured and those missed such as culture. A structural equation modeling approach is used to identify the complex relationships inherent among emotional labor and other relevant factors, namely, personality, culture, work experience, job autonomy, and job satisfaction; job satisfaction was identified as being dependent on emotional labor and all other variables were identified as being independent. Findings revealed a negative relationship between emotional labor and job satisfaction and a surprising positive relationship between emotional labor and neuroticism but not extraversion, which are both defined by cultural values. Job autonomy, affected by work experience and extraversion, had a positive relationship with job satisfaction. (C) 2010 Elsevier Ltd. All rights reserved.