ArticleInternational journal of hospitality management2023
The dualistic model of passion and the service quality of five-star hotel employees during the COVID-19 pandemic.
Article in International journal of hospitality management, 2023. The graph could read no effect estimate from its abstract, so it casts no vote on the map. Cited by 3 papers.
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3 citing papers in PubMed, 23 citations in OpenAlex.
- Discourse, sentiment, and resonance of workplace burnout on Chinese social media: A computational analysis.PloS one · 2026Article
- The Usage of AI in Teaching and Students' Creativity: The Mediating Role of Learning Engagement and the Moderating Role of AI Literacy.Behavioral sciences (Basel, Switzerland) · 2025Article
- The Effects of Hotel Employees' Attitude Toward the Use of AI on Customer Orientation: The Role of Usage Attitudes and Proactive Personality.Behavioral sciences (Basel, Switzerland) · 2025Article
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4 authors at 3 institutions in 1 country.
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Abstract
Given the generally stressful job demands of the hospitality industry during the COVID-19 pandemic, understanding the work passion and emotions of hotel employees is particularly important. Based on the conservation of resources theory and the job demands-resources model, this study develops a multiple mediation model to investigate how frontline hotel employees with different types of work passion choose emotional labor strategies under the effects of the COVID-19 pandemic and the impact of different choices on their service quality. A two-stage survey using data from 206 frontline employees of five-star hotels in China explored how work passion influences emotional labor and thereby affects emotional expression as well as service quality. The results showed emotional labor partially mediates the relationship between work passion and emotional expression, which in turn mediates the relationship between emotional labor and service quality during the COVID-19 pandemic. The theoretical and practical implications of this study are discussed.
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