Organizational injustice and emotional labor of hotel front-line employees

被引：32

作者：

Shapoval, Valeriya ^{[1
]}

机构：

[1] Univ Cent Florida, Rosen Coll Hospitality Management, Orlando, FL 32816 USA

来源：

INTERNATIONAL JOURNAL OF HOSPITALITY MANAGEMENT | 2019年 / 78卷

关键词：

Emotional labor; Organizational injustice; Job satisfaction; Gender; GENDER-DIFFERENCES; PROCEDURAL JUSTICE; JOB-SATISFACTION; MEDIATING ROLE; DISTRIBUTIVE JUSTICE; CONSEQUENCES; STRESS; ANTECEDENTS; EXPRESSION; HOSPITALITY;

D O I：

10.1016/j.ijhm.2018.10.022

中图分类号：

F [经济];

学科分类号：

02 ;

摘要：

Using equity and appraisal theories to integrate four dimensions of organizational justice and emotional labor, this study examines effects of organizational injustice and emotional labor. Perceptions of front-line hotel employees of customer injustice (interpersonal and informational), procedural and distributive injustice and their perceived effect on employees' emotional labor and subsequent job satisfaction were examined. Our finding suggests the distributive injustice had an effect on hotel employees' emotional labor, while effects of informational and procedural injustice on emotional labor were moderated by gender.

引用

页码：112 / 121

页数：10

共 73 条

[1] TOWARD AN UNDERSTANDING OF INEQUITY [J].