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dc.contributor.authorPrentice, Catherine
dc.contributor.authorChen, Po-Ju
dc.contributor.authorKing, Brian
dc.date.accessioned2018-05-09T05:08:29Z
dc.date.available2018-05-09T05:08:29Z
dc.date.issued2013
dc.identifier.issn0278-4319
dc.identifier.doi10.1016/j.ijhm.2013.06.007
dc.identifier.urihttp://hdl.handle.net/10072/172482
dc.description.abstractThis study examines how emotional intelligence and occupational commitment have a moderating effect on the relationship between emotional labour and its potential outcomes. Two acting strategies reflect emotional labour, namely surface and deep acting, with burnout and performance as the prospective outcomes. Burnout is operationalized into emotional exhaustion, depersonalization and diminished personal achievement; whereas performance is operationalized into task performance and organizational citizenship behaviour (OCB). The study investigates employee responses from several tourism and hospitality organizations in Florida, USA. The results show that emotional labour relates most positively to task performance and to burnout in the case of surface acting. Tests of moderation show that occupational commitment enhances performance outcomes by facilitating emotional labour strategies, and the prevalence of higher emotional intelligence amongst employees reduces burnout. These findings contribute to the literature on emotional labour by incorporating emotional intelligence and occupational commitment as moderators and by incorporating OCBs within performance analyses.
dc.description.peerreviewedYes
dc.languageEnglish
dc.language.isoeng
dc.publisherElsevier
dc.relation.ispartofpagefrom225
dc.relation.ispartofpageto236
dc.relation.ispartofjournalInternational Journal of Hospitality Management
dc.relation.ispartofvolume35
dc.subject.fieldofresearchCommercial services
dc.subject.fieldofresearchCommercial services not elsewhere classified
dc.subject.fieldofresearchMarketing
dc.subject.fieldofresearchTourism
dc.subject.fieldofresearchcode3504
dc.subject.fieldofresearchcode350499
dc.subject.fieldofresearchcode3506
dc.subject.fieldofresearchcode3508
dc.titleEmployee performance outcomes and burnout following the presentation-of-self in customer-service contexts
dc.typeJournal article
dc.type.descriptionC1 - Articles
dc.type.codeC - Journal Articles
dcterms.licensehttp://creativecommons.org/licenses/by-nc-nd/4.0/
dc.description.versionAccepted Manuscript (AM)
gro.rights.copyright© 2013 Elsevier. Licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International Licence (http://creativecommons.org/licenses/by-nc-nd/4.0/) which permits unrestricted, non-commercial use, distribution and reproduction in any medium, providing that the work is properly cited.
gro.hasfulltextFull Text
gro.griffith.authorPrentice, Catherine


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