Chinese hotel employees in the smiling masks: roles of job satisfaction, burnout, and supervisory support in relationships between emotional labor and performance

By Ziguang Chen, Hongwei Sun, W. Lam, Q. Hu, Y. Huo, J. Zhong. 2012

140 citations recorded by the source corpus.

Subfields: General Health Professions, Sociology and Political Science

View Paper: https://www.semanticscholar.org/paper/8cc179d40abf43c3d2641baa5a8dc5b5c64cfc86

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In General Health Professions

In Sociology and Political Science

Citations in the corpus

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.”
Revisiting talent management, work-life balance and retention strategies (2015, background): “One of the key characteristics of hospitality work that causes stress is the level of emotional labour expended by staff (Chen et al, 2012; Duncan et al, 2013) and yet research linking WLB and the level of emotional labour in hospitality work is lacking.”
How Emotional Labor and Ethical Leadership Affect Job Engagement for Chinese Public Servants (2014, result): “This is consistent with several studies that have indicated that workplace support acts as a moderator between emotional labor and burnout or job satisfaction (Chen et al., 2012; Kinman, Wray, & Strange, 2011), and employee strain (Nixon, Yang, Spector, & Zhang, 2010).”
Transformational leadership and service recovery performance: The mediating effect of emotional labor and the influence of culture (2019, background): “Surface acting is related to greater exhaustion, increased burnout and turnover intentions, and decreased job satisfaction (Chen et al., 2012; Hwa, 2012).”
The impact of emotional labor on employees’ work-life balance perception and commitment: A study in the hospitality industry (2017, background): “Service employees’ positive emotion display is an important job requirement to be met (Chen et al., 2012; Dyer et al., 2010; Murray, 2015) because guests expect friendliness.”
The moderating role of perceived organizational support on the relationship between emotional labor and job-related outcomes (2015, background): “In fact, deep acting has been reported to have a significant positive relationship with job satisfaction (Chen et al., 2012; Grandey, 2003; Hülsheger et al., 2010).”
Emotional intelligence, emotional labor, perceived organizational support, and job satisfaction: A moderated mediation model (2019, background): “Several studies in the field of hospitality management showed that the surface acting strategy adopted by hotel employees resulted in low job satisfaction while the deep acting strategy led to high job satisfaction (Chen et al., 2012; Wing and Chen, 2012).”
Is all Support Equal? The Moderating Effects of Supervisor, Coworker, and Organizational Support on the Link between Emotional Labor and Job Performance (2017, methodology): “More recently, Chen et al. (2012) presented interactions between perceived supervisor support and emotional labor in the hotel work setting.”