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dc.contributor.authorGursoy, D
dc.contributor.authorBoylu, Y.
dc.contributor.authorAvci, U.
dc.identifier.citationGursoy, 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.

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.

dc.titleIdentifying the complex relationships among emotional labor and its correlates
dc.typeJournal Article
dcterms.source.titleInternational Journal of Hospitality Management
curtin.departmentSchool of Marketing
curtin.accessStatusFulltext not available

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