Identifying the complex relationships among emotional labor and its correlates
dc.contributor.author | Gursoy, D | |
dc.contributor.author | Boylu, Y. | |
dc.contributor.author | Avci, U. | |
dc.date.accessioned | 2017-01-30T13:13:30Z | |
dc.date.available | 2017-01-30T13:13:30Z | |
dc.date.created | 2015-10-29T04:10:10Z | |
dc.date.issued | 2011 | |
dc.identifier.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. | |
dc.identifier.uri | http://hdl.handle.net/20.500.11937/29540 | |
dc.identifier.doi | 10.1016/j.ijhm.2010.10.009 | |
dc.description.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. | |
dc.title | Identifying the complex relationships among emotional labor and its correlates | |
dc.type | Journal Article | |
dcterms.source.volume | 30 | |
dcterms.source.number | 4 | |
dcterms.source.startPage | 783 | |
dcterms.source.endPage | 794 | |
dcterms.source.issn | 0278-4319 | |
dcterms.source.title | International Journal of Hospitality Management | |
curtin.department | School of Marketing | |
curtin.accessStatus | Fulltext not available |
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