Identifying the complex relationships among emotional labor and its correlates
|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.|
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|
|dcterms.source.title||International Journal of Hospitality Management|
|curtin.department||School of Marketing|
|curtin.accessStatus||Fulltext not available|
Files in this item
There are no files associated with this item.