When I put on my service mask: Determinants and outcomes of emotional labor among hotel service providers according to affective event theory

By W. Lam, Ziguang Chen. 2012

261 citations recorded by the source corpus.

Subfields: Organizational Behavior and Human Resource Management, Sociology and Political Science

View Paper: https://www.semanticscholar.org/paper/38e559bb77feb89ba39a3b723461a29118434159

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In Organizational Behavior and Human Resource Management

In Sociology and Political Science

Citations in the corpus

Emotional intelligence and emotional labor acting strategies among frontline hotel employees (2012, background): “EL is critical to individual and organizational outcomes, ranged from employee health and psychological well-being to customer service performance, customer orientation, and customer satisfaction (Grandey, 2003; Groth et al., 2009; Karatepe et al., 2009; Lam and Chen, 2012).”
A social mindfulness approach to understanding experienced customer mistreatment: A within-person field experiment (2017, unknown): “…appraisal) are involved in 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 the generation of emotional reactions to work events (Lam & Chen, 2012; Weiss & Cropanzano, 1996).”
Transformational leadership and service recovery performance: The mediating effect of emotional labor and the influence of culture (2019, background): “of this kind, as well as the control of feelings in response to organizational demands, is recognized as emotional labor (Lam and Chen, 2012; Grandey, 2000; Hochschild, 1979).”
Emotional exhaustion and its consequences for hotel service quality: the critical role of workload and supervisor support (2020, background): “Emotional exhaustion (EM_EXH) refers to the feelings of energy depletion (Chen & Chen, 2012) and is defined as lack of energy and a feeling that individual’s emotional resources are used up because of excessive psychological demands (Kim et al., 2009, 2007).”
Positive psychological capital and emotional labor in Korea: the job demands-resources approach (2016, background): “Finally, this research attempts to advance our understanding of emotional labor by addressing the call for research on its psychological antecedents such as perceptions, cognitions and emotions (Lam & Chen, 2012; Spencer & Rupp, 2009).”
The effect of psychological capital on conflicts in the work–family interface, turnover and absence intentions (2014, background): “Although limited, there are recent empirical studes in the hospitality management literature that have collected ata in different waves for controlling common method bias (e.g., aratepe, 2013; Kim and Lee, 2013; Lam and Chen, 2012).”
Frontline employees’ passion and emotional exhaustion: The mediating role of emotional labor strategies (2019, result): “The studies of Augustine and Joseph (2008), Kim (2008) and Lam and Chen (2012) among frontline employees in the hotel industry also derived similar results.”