How and When Supervisors' Emotional Displays Serve as Role Models in the Hospitality Industry

A Social Learning Perspective

Bibliographic Data

ID21653716
AuthorsYaou Hu (0000-0003-4320-1657, Tourism Management Department, Faculty of Adventure, Culinary Arts, and Tourism Thompson Rivers University British Columbia Canada), Hyounae Min (0000-0003-4405-5196, Collins College), Zihui Ma (0000-0002-2836-280X, Department of Hospitality, William F. Harrah College of Hospitality University of Nevada Las Vegas Nevada USA), Dohee Kim (0000-0002-8153-1422, Department of Business Administration, College of Business Administration Hallym University Chunchen Republic of Korea, corresponding author)
Year2025
Volume27
Issue2
Publication date2025-03-01
Open AccessYes
TypeARTICLE
VenueInternational Journal of Tourism Research (JOURNAL)
Journal identifiersISSN: 1099-2340 • E-ISSN: 1522-1970
PublisherWiley (PUBLISHER • GB)
DOI10.1002/jtr.70010
OpenAlexW4409114632
LanguageEN
References cited40

This study aims to examine how and when supervisors' emotional display trickles down to employees' emotional display. With data collected through a two‐wave survey of hospitality employees, this study reveals that supervisors' emotional displays serve as role models for employees' emotional displays. Such a trickle‐down effect is contingent upon two boundary conditions: organizational display rules and employees' competence uncertainty. When explicit organizational regulations are absent and employees are uncertain about their role competence, they tend to emulate their supervisor's emotional display. Additionally, the moderation effects operate differently depending on the supervisor's organizational status. As supervisors' status increases, the moderating effects of organizational display rules and employee competence uncertainty diminish. This study adds insights to the tourism and hospitality literature by examining the modeling effect of supervisors on employees' emotional display from a social learning perspective, emphasizing the significance of supervisors' leadership, and modeling effect within hospitality organizations

Advertising · Business · Hospitality · Hospitality industry · Hospitality management studies · Political science · Public relations · Tourism · Computer Science · Emotional Labor in Professions · Job Satisfaction and Organizational Behavior · Management and Organizational Studies · Psychology · Social Psychology · Marketing

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