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

被引：99

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.

引用

页数：15

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