Exploring the relationship between emotional labour and work engagement through a three-phase framework, incorporating mediation and moderation analyses

In the ever-evolving landscape of the hotel industry, the spotlight on both owners and employees has intensified due to heightened attention and fierce competition. This pressure turns the sector into a battleground where emotional labour and work engagement play pivotal roles. Consequently, delving into the intricacies of the emotional labour-to-work engagement transition has become a critical concern. This study adopts a meticulous approach, employing three phases of paired data collection. It conducts an integrated analysis, intertwining mediation and moderation techniques to unravel the true essence of the phenomena under scrutiny. The findings shed light on the mediating influence of shared language and value cocreation, elucidating their significant roles in the process. The study validates the multifaceted moderating roles of supervisor support and challenge stressors on the development trajectory of hotel employees' work engagement. The comprehensive insights from this research have both theoretical and practical implications for hotel industry managers.