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Emotion-rule dissonance and job satisfaction: A moderated mediation model of work engagement and hotel segment

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  • Ortiz-Bonnin Silvia

    (University of the Balearic Islands (UIB), Ed. Guillem Cifre de Colonya, A-210, Ctra.Valldemossa, 07122 Palma de, Mallorca, Spain)

  • García-Buades María Esther

    (University of the Balearic Islands (UIB), Department of Psychology, Palma de, Mallorca, Spain)

Abstract

Traditional hospitality and tourism literature has underestimated the importance of hotel segment (resort hotels vs. urban hotels) for the effects of emotional-rule dissonance in frontline employees. The present study analyses the relationships among emotion-rule dissonance, work engagement, job satisfaction, and hotel segment through a moderated mediation model. A sample of 131 frontline employees of Spanish hotels completed self-reported measures at two time points. Results revealed that the effect of emotion-rule dissonance on job satisfaction through lower work engagement was only significant in urban hotels, suggesting that emotion-rule dissonance was more harmful for urban hotel employees. This paper provides new insights into the way emotion-rule dissonance decreases job satisfaction and offers advice for managers to enable them to prevent its detrimental impact, particularly in urban hotels.

Suggested Citation

  • Ortiz-Bonnin Silvia & García-Buades María Esther, 2023. "Emotion-rule dissonance and job satisfaction: A moderated mediation model of work engagement and hotel segment," Zeitschrift für Tourismuswissenschaft, De Gruyter, vol. 15(1), pages 53-77, March.
    • Handle: RePEc:bpj:touwis:v:15:y:2023:i:1:p:53-77:n:5
    DOI: 10.1515/tw-2022-0022
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    References listed on IDEAS

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    1. Francesco Pace & Giulia Sciotto, 2020. "The Effect of Emotional Dissonance and Mental Load on Need for Recovery and Work Engagement among Italian Fixed-Term Researchers," IJERPH, MDPI, vol. 18(1), pages 1-17, December.
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