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The effects of culture shock on foreign employees in the service industry

Author

Listed:
  • Hung-Sheng Lai

    (Fu Jen Catholic University)

  • Hsin-Hui Hu

    (Ming Chuan University)

  • Zhang-Yu-Jing Chen

    (Fu Jen Catholic University)

Abstract

This study explores the effects of culture shock on emotional labor, job satisfaction, and the turnover intentions of service employees. It further examines the moderating role of perceived managerial support on the relationships between culture shock, emotional labor, and job satisfaction. Questionnaires were distributed among foreign employees working in 36 hotels in Macao. The data that emerged from the 254 respondents were employed to test the research framework. Results suggest that culture shock has positive impacts emotional labor but negative impacts on job satisfaction. Moreover, the relationship between culture shock and foreign employee turnover intentions is mediated by emotional labor and job satisfaction. Perceived managerial support played a critical role in lessening culture shock’s effect on job satisfaction.

Suggested Citation

  • Hung-Sheng Lai & Hsin-Hui Hu & Zhang-Yu-Jing Chen, 2020. "The effects of culture shock on foreign employees in the service industry," Service Business, Springer;Pan-Pacific Business Association, vol. 14(3), pages 361-385, September.
    • Handle: RePEc:spr:svcbiz:v:14:y:2020:i:3:d:10.1007_s11628-020-00420-x
    DOI: 10.1007/s11628-020-00420-x
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    References listed on IDEAS

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    Cited by:

    1. Rozsa Zoltan & Belas Jaroslav & Metzker Zdenko & Klementová Iva, 2022. "The Intensity of Perception of Selected Personnel Risk Factors in the V4 Countries," Folia Oeconomica Stetinensia, Sciendo, vol. 22(1), pages 243-262, June.
    2. Miri Chung & Young-Hye Jang & Steven A. Edelson, 2021. "The path from role clarity to job satisfaction: natural acting and the moderating impact of perceived fairness of compensation in services," Service Business, Springer;Pan-Pacific Business Association, vol. 15(1), pages 77-102, March.
    3. Jolanta Maj, 2023. "Influence of Inclusive Work Environment and Perceived Diversity on Job Satisfaction: Evidence from Poland," Central European Business Review, Prague University of Economics and Business, vol. 2023(4), pages 105-122.

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