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    Identifying the complex relationships among emotional labor and its correlates

    Access Status
    Fulltext not available
    Authors
    Gursoy, D
    Boylu, Y.
    Avci, U.
    Date
    2011
    Type
    Journal Article
    
    Metadata
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    Citation
    Gursoy, D. and Boylu, Y. and Avci, U. 2011. Identifying the complex relationships among emotional labor and its correlates. International Journal of Hospitality Management. 30 (4): pp. 783-794.
    Source Title
    International Journal of Hospitality Management
    DOI
    10.1016/j.ijhm.2010.10.009
    ISSN
    0278-4319
    School
    School of Marketing
    URI
    http://hdl.handle.net/20.500.11937/29540
    Collection
    • Curtin Research Publications
    Abstract

    Studied since the late 70s, emotional labor has received much attention especially in the service product context due to its presumed double edged wedge potential. Several job-related and person-related factors are postulated and tested for influence on emotional labor. However, the influence of culture, as a blanket factor, has been overlooked thus far. The aim of this study is to measure the complex relationships between emotional labor and a few of its antecedents and outcomes, including those previously measured and those missed such as culture. A structural equation modeling approach is used to identify the complex relationships inherent among emotional labor and other relevant factors, namely, personality, culture, work experience, job autonomy, and job satisfaction; job satisfaction was identified as being dependent on emotional labor and all other variables were identified as being independent. Findings revealed a negative relationship between emotional labor and job satisfaction and a surprising positive relationship between emotional labor and neuroticism but not extraversion, which are both defined by cultural values. Job autonomy, affected by work experience and extraversion, had a positive relationship with job satisfaction. © 2010 Elsevier Ltd.

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