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Emotional Contagion in the Hospitality Industry: Unraveling Its Impacts and Mitigation Strategies Through a Moderated Mediated PLS-SEM Approach

Author

Listed:
  • Ibrahim A. Elshaer

    (Department of Management, College of Business Administration, King Faisal University, Al-Ahsaa 380, Saudi Arabia)

  • Alaa M. S. Azazz

    (Department of Social Studies, Arts College, King Faisal University, Al-Ahsaa 380, Saudi Arabia)

  • Mansour Alyahya

    (Department of Management, College of Business Administration, King Faisal University, Al-Ahsaa 380, Saudi Arabia)

  • Abuelkassem A. A. Mohammad

    (Faculty of Tourism and Hotels, Minia University, Minia 61519, Egypt
    Faculty of Tourism and Hospitality, King Salman International University, Sharm EL Sheikh 46612, Egypt)

  • Sameh Fayyad

    (Hotel Management Department, Faculty of Tourism and Hotels, Suez Canal University, Ismailia 41522, Egypt
    Hotel Management Department, Faculty of Tourism and Hotels, October 6 University, Giza 12573, Egypt)

  • Osman Elsawy

    (Hotel Management Department, Faculty of Tourism and Hotels, Suez Canal University, Ismailia 41522, Egypt
    Human Resource Management Department, Business College, King Khalid University, Asir-Abha 61421, Saudi Arabia)

Abstract

Emotional contagion is a common phenomenon among hotel employees, creating an environment of shared emotions that can influence work-related outcomes such as job performance, job satisfaction, and psychological well-being. However, strategies to mitigate or regulate its effects in hotels remain underexplored. This quantitative study used the PLS-SEM data analysis approach to examine the influence of emotional contagion on these outcomes and explores how psychological resilience and leader–member exchange (LMX) can moderate its impact. Specifically, this study examines (1) the direct influence of emotional contagion on job satisfaction, job performance, and psychological well-being; (2) the mediating role of psychological well-being in the links between emotional contagion and both job performance and job satisfaction; and (3) the moderating roles of LMX and psychological resilience on the relationships between emotional contagion, psychological well-being, job satisfaction, and job performance. Drawing upon social and emotional resource theories, this study employs a quantitative approach and uses a structured questionnaire survey administered among frontline employees in hotels in Egypt. Based on the valid responses of 792 participants, the study employed the PLS-SEM data analysis method using Smart PLS 4.0. The findings reveal that emotional contagion significantly directly impacts workplace outcomes and through psychological well-being. Furthermore, high-quality LMX and greater psychological resilience buffer the negative effects of emotional contagion, underscoring their critical roles in the workplace. The study contributes to the organizational behavior literature by highlighting the interplay between emotional and psychological factors in shaping employee performance and satisfaction.

Suggested Citation

  • Ibrahim A. Elshaer & Alaa M. S. Azazz & Mansour Alyahya & Abuelkassem A. A. Mohammad & Sameh Fayyad & Osman Elsawy, 2025. "Emotional Contagion in the Hospitality Industry: Unraveling Its Impacts and Mitigation Strategies Through a Moderated Mediated PLS-SEM Approach," Tourism and Hospitality, MDPI, vol. 6(1), pages 1-24, March.
    • Handle: RePEc:gam:jtourh:v:6:y:2025:i:1:p:46-:d:1612195
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    References listed on IDEAS

    as
    1. Jung, Na Young & Seock, Yoo-Kyoung, 2017. "Effect of service recovery on customers’ perceived justice, satisfaction, and word-of-mouth intentions on online shopping websites," Journal of Retailing and Consumer Services, Elsevier, vol. 37(C), pages 23-30.
    2. Greta Hoxha & Ioanna Simeli & Dimitrios Theocharis & Anastasia Vasileiou & Georgios Tsekouropoulos, 2024. "Sustainable Healthcare Quality and Job Satisfaction through Organizational Culture: Approaches and Outcomes," Sustainability, MDPI, vol. 16(9), pages 1-17, April.
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