Antecedents and Outcomes of Emotional Labour in Hospitality and Tourism:A Meta-Analysis

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
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: 04 Mar 2024 08:38
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 (ORCID Profile 0000-0002-3545-7313)
Huo, Yuanyuan

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