Antecedents and outcomes of emotional labour in hospitality and tourism: A meta-analysis

被引：82
|
作者：
Xu, Shi Tracy [1 ]
Cao, Zheng Chris [2 ]
Huo, Yuanyuan [3 ]
机构：
[1] Univ Surrey, Sch Hospitality & Tourism Management, Guildford GU2 7XH, Surrey, England
[2] Aston Univ Birmingham, Aston Business Sch, Dept Econ Finance & Entrepreneurship, Birmingham B4 7ET, W Midlands, England
[3] Univ Surrey, Surrey Business Sch, Guildford GU2 7XH, Surrey, England
来源：
TOURISM MANAGEMENT | 2020年 / 79卷
关键词：
Meta-analysis; Emotional labour; Antecedents; Outcomes; Strain; WORK-FAMILY CONFLICT; PERCEIVED ORGANIZATIONAL SUPPORT; HOTEL SERVICE PROVIDERS; CUSTOMER ORIENTATION; JOB-SATISFACTION; TURNOVER INTENTIONS; MODERATING ROLE; EMPLOYEE CREATIVITY; MEDIATING ROLE; PERFORMANCE;
D O I：
10.1016/j.tourman.2020.104099
中图分类号：
X [环境科学、安全科学];
学科分类号：
08 ; 0830 ;
摘要：
This paper meta-analytically investigates a theoretical framework of emotional labour and its antecedents and outcomes in the hospitality and tourism literature with 57 correlation matrices from published journal papers. Adopting the psychometric meta-analytical methods and meta-structural equation modelling (meta-SEM) methods, the study finds that emotional labour is related to antecedents including personality, emotional intelligence, customer orientation, social support and display rules, as well as related to attitudinal, behavioural, and customer-related outcomes. In addition, strain mediates the relations between emotional labour and its outcomes. This paper is the first meta-analysis on the relations between emotional labour and the antecedents and outcomes in hospitality and tourism management.
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页数：15
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