ArticleInternational journal of environmental research and public health2020
The Multilevel Mechanism of Multifoci Service Orientation on Emotional Labor: Based on the Chinese Hospitality Industry.
Article in International journal of environmental research and public health, 2020. The graph could read no effect estimate from its abstract, so it casts no vote on the map. Cited by 2 papers.
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Who cites it
2 citing papers in PubMed.
- The cost of smile: how individual and organizational factors moderate the impact of emotional labor on work alienation via burnout.Frontiers in psychology · 2025Article
- Would Organizational Climate and Job Stress Affect Wellness? An Empirical Study on the Hospitality Industry in Taiwan during COVID-19.International journal of environmental research and public health · 2021Article
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4 authors.
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Abstract
Emotional labor exerts a significant impact on employees' physical and mental health as a unique form of labor. This study aims to explore the multilevel mechanism of multifoci service orientation on emotional labor from the social capital perspective. Through a multistage survey of managers and employees of 31 hospitality service companies in China, we obtained a valid sample of 31 business managers and 760 employees from hotel, restaurant, and tourism. Using Statistical analytical tools, the results revealed that organizational service orientation and individual service orientation enhanced individual social capital, which promoted employees' deep acting and exerted a partial mediation effect on the correlation between individual service orientation and deep acting. Besides, individual social capital exerted a partial mediation effect on the relationship between organizational service orientation and deep acting. At the organizational level, organizational service orientation positively affected organizational social capital; and organizational social capital positively affected aggregate deep acting. The study results provide theoretical guidance for service companies to enhance employees' well-being.
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