TITLE:
Emotional Labor Strategy of Hotel Frontline Employees: The Antecedents and Consequences
AUTHORS:
Xiaofen Liu
KEYWORDS:
Hotel Frontline Employee, Emotional Labor Strategy, Job Burnout, Turnover Intention
JOURNAL NAME:
Journal of Service Science and Management,
Vol.10 No.5,
October
26,
2017
ABSTRACT: This study focused on frontline employees from 4 hotels in a certain hotel group, researching with a questionnaire survey. It examined the relationship between hotel frontline employees’ emotional labor strategy selection and its reluctant variables (antecedents and consequences). Results indicate that the frequency of using deep acting is higher than surface acting among hotel frontline employees. Surface acting shows significant difference in gender, deep acting with a significant difference in age and education level; positive affect and intrinsic regulation have relatively positive correlation with deep acting. Surface acting is positively related to emotional exhaustion and turnover intention. Furthermore, frontline employees in hotels have presented job burnout and obvious turnover intention.