The Influence of Emotional Labor on Turnover Intention of Hotel Employees: Mediating Effect of Emotional Dissonance - Open Journal of Business and Management

OJBM > Vol.8 No.3, May 2020

Open Journal of Business and Management

Volume 8, Issue 3 (May 2020)

ISSN Print: 2329-3284 ISSN Online: 2329-3292

Google-based Impact Factor: 1.13 Citations

The Influence of Emotional Labor on Turnover Intention of Hotel Employees: Mediating Effect of Emotional Dissonance ()

HTML XML

Download as PDF (Size: 338KB) PP. 1089-1103

DOI: 10.4236/ojbm.2020.83069 1,143 Downloads 2,871 Views Citations

Author(s)

Guifang Fu¹, Ronglu Shen¹, Yimei Wei^2*

Affiliation(s)

¹Department of Applied Psychology, School of Public Administration, Guangdong University of Foreign Studies, Guangzhou, China.
²Mental Health Education Center, Students’ Affairs Division, Northeast Normal University, Changchun, China.

ABSTRACT

Based on the theory of emotional labor, this study explored the relationship between emotional labor and turnover intention of hotel staff by constructing intermediary effect model. The employees of different hotels in Guangdong province in China were investigated by emotional labor scale, emotional dissonance scale and turnover intention scale. The results showed that the hotel staff paid more deep acting than surface acting in emotional labor; emotional dissonance and turnover intention were in the middle level. There were differences in the deep acting of employees in education level and job position; emotional dissonance had significant differences in education level; and turnover intention had significant differences in working years. The surface acting of emotional labor had a significant positive correlation with emotional dissonance and turnover intention. Emotional dissonance had a completely mediating effect between surface acting and turnover intention.

KEYWORDS

Emotional Labor, Emotional Dissonance, Turnover Intention, Hotel Employees

Share and Cite:

Fu, G. , Shen, R. and Wei, Y. (2020) The Influence of Emotional Labor on Turnover Intention of Hotel Employees: Mediating Effect of Emotional Dissonance. Open Journal of Business and Management, 8, 1089-1103. doi: 10.4236/ojbm.2020.83069.

Cited by

[1]	Reducing Voluntary Employee Turnover in Small Construction Companies for Long-term Productivity
	International Journal of …, 2022

[2]	Emotion Regulation at Work: Employee and Leader Perspectives
	Advancing Interpersonal Emotion …, 2022

[3]	Small Construction Business Owners' Strategies to Reduce Voluntary Employee Turnover
	2022

[4]	Evaluating the Measures of Improving Business Growth in Sub-Saharan Africa: The Case of Cameroon
	2021

[5]	Emotional labour: The recognition and management
	Indian Journal of Human Relations, 2021

[6]	From moral distress to burnout through work-family conflict: the protective role of resilience and positive refocusing
	2021

[7]	What if it is too negative? Managing emotions in the organization
	2021

[8]	STUDY OF EMOTIONAL LABOR AMONG UNIVERSITY FACULTY MEMBERS
	A Ahmed

Journals Menu

Follow SCIRP

	+1 323-425-8868
	customer@scirp.org
	+86 18163351462(WhatsApp)
	1655362766

	Paper Publishing WeChat

Journals Menu

Home

About SCIRP

Service

Policies