Xu, Shi, Cao, Zheng and Huo, Yuanyuan (2020). Antecedents and Outcomes of Emotional Labour in Hospitality and Tourism:A Meta-Analysis. Tourism Management, 79 ,
Abstract
This paper meta-analytically investigates a theoretical framework of emotional labour and its antecedents and outcomes in the hospitality and tourism literature with 57 correlation matrices from published journal papers. Adopting the psychometric meta-analytical methods and meta-structural equation modelling (meta-SEM) methods, the study finds that emotional labour is related to antecedents including personality, emotional intelligence, customer orientation, social support and display rules, as well as related to attitudinal, behavioural, and customer-related outcomes. In addition, strain mediates the relations between emotional labour and its outcomes. This paper is the first meta-analysis on the relations between emotional labour and the antecedents and outcomes in hospitality and tourism management.
Publication DOI: | https://doi.org/10.1016/j.tourman.2020.104099 |
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Divisions: | College of Business and Social Sciences > Aston Business School College of Business and Social Sciences > Aston Business School > Centre for Personal Financial Wellbeing |
Additional Information: | © 2020, Elsevier. Licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International http://creativecommons.org/licenses/by-nc-nd/4.0/ |
Uncontrolled Keywords: | Antecedents,Emotional labour,Meta-analysis,Outcomes,Strain,Development,Transportation,Tourism, Leisure and Hospitality Management,Strategy and Management |
Publication ISSN: | 1879-3193 |
Last Modified: | 15 Aug 2024 07:36 |
Date Deposited: | 17 Feb 2020 16:24 |
Full Text Link: | |
Related URLs: |
http://www.scop ... tnerID=8YFLogxK
(Scopus URL) |
PURE Output Type: | Article |
Published Date: | 2020-08 |
Published Online Date: | 2020-02-19 |
Accepted Date: | 2020-02-10 |
Authors: |
Xu, Shi
Cao, Zheng ( ![]() Huo, Yuanyuan |
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Version: Accepted Version
License: Creative Commons Attribution Non-commercial No Derivatives
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