How capricious supervisors affect hospitality employees’ service performance? A diary study from the employees’ emotional perspective
Bibliographic Data
| ID | 21652682 |
|---|---|
| Authors | In-Jo Park (0000-0001-5493-3824), Shenyang Hai (0000-0002-9816-792X, Henan University), Peter B Kim (0000-0003-1063-5264, Auckland University of Technology) |
| Year | 2023 |
| Volume | 47 |
| Issue | 8 |
| Pages | 1371-1398 |
| Publication date | 2023-11-01 |
| Open Access | Yes |
| Type | ARTICLE |
| Venue | Journal of Hospitality & Tourism Research (JOURNAL) |
| Journal identifiers | ISSN: 1096-3480 • E-ISSN: 1557-7554 |
| Publisher | SAGE Publications (PUBLISHER • US) |
| DOI | 10.1177/10963480221076782 |
| OpenAlex | W4210897819 |
| Language | EN |
| Citations received | 7 |
| References cited | 67 |
Drawing on the affective events theory, this study examined the detrimental effects of supervisors’ emotional expression variability on hospitality employees’ emotional experience variability and service performance, and whether employees’ emotion management buffers such negative impacts. The research hypotheses were examined using longitudinal data collected from 145 hotel employees of multiple hotel companies who completed surveys in four phases: Time 1 (i.e., daily surveys for seven workdays to assess supervisors’ emotional expression variability), Time 2 (i.e., daily surveys for 7 workdays to assess employees’ emotional experience variability), Time 3, and Time 4 (i.e., a survey rated by supervisors). The results show that supervisors’ emotional expression variability has an indirect effect on employees’ service performance through employees’ emotional experience variability, and employee emotion management mitigates the related detrimental effects. Theoretical and managerial implications are discussed for hospitality researchers and practitioners
Business · Emotional expression · Emotional labor · Hospitality · Hospitality industry · Tourism · Applied Psychology · Emotional Labor in Professions · Job Satisfaction and Organizational Behavior · Psychology · Social Psychology · Workaholism, burnout, and well-being · Marketing
Beyond the workday
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Surviving in Temporary Aircrew Workplaces
Navigating Gen Z Hospitality Employees’ Inter-Role Conflict
The Necessity of Others is The Mother of Invention
Self‐Regulation, Ego Depletion, and Motivation
Why Does Affect Matter in Organizations?
A Multilevel Investigation of Factors Influencing Employee Service Performance and Customer Outcomes.
Affective Events and the Development of Leader-Member Exchange
Equivalence of the Mediation, Confounding and Suppression Effect
Sources of Method Bias in Social Science Research and Recommendations on How to Control It
SPSS and SAS procedures for estimating indirect effects in simple mediation models
Addressing Moderated Mediation Hypotheses
Individual differences in core affect variability and their relationship to personality and psychological adjustment
Offending estimates in covariance structure analysis
Feel Free, Be Yourself
Emotion regulation as a boundary condition of the relationship between team conflict and performance
Beyond emotion valence and arousal
Antecedents and outcomes of emotional labour in hospitality and tourism
Understanding when leader negative emotional expression enhances follower performance
| Citations per year | 1.75 |
|---|---|
| Citation span | 2022 - 2026 (5) |
| Highly cited | No |