IDEAS home Printed from https://ideas.repec.org/a/rbs/ijbrss/v11y2022i3p151-160.html
   My bibliography  Save this article

How emotional labor affects job performance in hospitality employees: The moderation of emotional intelligence

Author

Listed:
  • Nairei Hori

    (I-Shou University)

  • Ren-Feng Chao

    (I-Shou University)

Abstract

The study examines how surface acting and deep acting affect emotional exhaustion and job performance in the hotel industry and whether emotional intelligence has a moderating effect on the relationship. The study was conducted using a questionnaire survey, and the data were analyzed using a structural equation model. The main findings of the study demonstrate that surface acting has no effect on emotional exhaustion while deep acting has a negative effect on emotional exhaustion. This indicates that deep acting not only produces better service performance but also reduces emotional exhaustion. Moreover, surface acting and deep acting both have a positive effect on job performance, showing that both acting skills are all about demonstrating a better job performance at work. Furthermore, emotional intelligence has a moderating effect on the relationships between surface acting and job performance and deep acting and job performance, this indicates that employees with higher emotional intelligence are more likely to perform a more effective outcome of acting on job performance, regardless of whether it is surface acting or deep acting. But this phenomenon only occurs when employees are not experiencing emotional exhaustion. If employees are already experiencing emotional exhaustion, emotional intelligence does not have any moderation effect on job performance. Key Words:surface acting, deep acting, emotional exhaustion, job performance

Suggested Citation

  • Nairei Hori & Ren-Feng Chao, 2022. "How emotional labor affects job performance in hospitality employees: The moderation of emotional intelligence," International Journal of Research in Business and Social Science (2147-4478), Center for the Strategic Studies in Business and Finance, vol. 11(3), pages 151-160, April.
  • Handle: RePEc:rbs:ijbrss:v:11:y:2022:i:3:p:151-160
    DOI: 10.20525/ijrbs.v11i3.1733
    as

    Download full text from publisher

    File URL: https://www.ssbfnet.com/ojs/index.php/ijrbs/article/view/1733/1253
    Download Restriction: no

    File URL: https://doi.org/10.20525/ijrbs.v11i3.1733
    Download Restriction: no

    File URL: https://libkey.io/10.20525/ijrbs.v11i3.1733?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    References listed on IDEAS

    as
    1. Tayyaba Rafique & Salman Tasleem & Qandeel Hassan & Annum Tariq & Sammer Mumtaz, 2017. "Antecedents and Consequences of Emotional labor : A review," Bulletin of Business and Economics (BBE), Research Foundation for Humanity (RFH), vol. 6(4), pages 157-165, December.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.

      Corrections

      All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:rbs:ijbrss:v:11:y:2022:i:3:p:151-160. See general information about how to correct material in RePEc.

      If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

      If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

      If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

      For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Umit Hacioglu (email available below). General contact details of provider: https://edirc.repec.org/data/ssbffea.html .

      Please note that corrections may take a couple of weeks to filter through the various RePEc services.

      IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.