Antecedents and Outcomes of Emotional Labour in Hospitality and Tourism: A Meta-Analysis

Shi Xu; Zheng Cao; Yuanyuan Huo

doi:10.1016/j.tourman.2020.104099

Antecedents and Outcomes of Emotional Labour in Hospitality and Tourism: A Meta-Analysis

Shi Xu^*, Zheng Cao, Yuanyuan Huo

^*Corresponding author for this work

Research output: Contribution to journal › Article › peer-review

Abstract

This paper meta-analytically investigates a theoretical framework of emotional labour and its antecedents and outcomes in the hospitality and tourism literature with 57 correlation matrices from published journal papers. Adopting the psychometric meta-analytical methods and meta-structural equation modelling (meta-SEM) methods, the study finds that emotional labour is related to antecedents including personality, emotional intelligence, customer orientation, social support and display rules, as well as related to attitudinal, behavioural, and customer-related outcomes. In addition, strain mediates the relations between emotional labour and its outcomes. This paper is the first meta-analysis on the relations between emotional labour and the antecedents and outcomes in hospitality and tourism management.

Original language	English
Article number	104099
Journal	Tourism Management
Volume	79
Early online date	19 Feb 2020
DOIs	https://doi.org/10.1016/j.tourman.2020.104099
Publication status	Published - Aug 2020

Bibliographical note

Keywords

Antecedents
Emotional labour
Meta-analysis
Outcomes
Strain

Access to Document

10.1016/j.tourman.2020.104099

Emotional labour_Tourism Management
© 2020, Elsevier. Licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International http://creativecommons.org/licenses/by-nc-nd/4.0/
Accepted author manuscript, 684 KBLicence: CC BY-NC-ND 3.0

Cite this

@article{5a6eae4d1e4a4b7ebc66c900d001b3c0,

title = "Antecedents and Outcomes of Emotional Labour in Hospitality and Tourism: A Meta-Analysis ",

abstract = "This paper meta-analytically investigates a theoretical framework of emotional labour and its antecedents and outcomes in the hospitality and tourism literature with 57 correlation matrices from published journal papers. Adopting the psychometric meta-analytical methods and meta-structural equation modelling (meta-SEM) methods, the study finds that emotional labour is related to antecedents including personality, emotional intelligence, customer orientation, social support and display rules, as well as related to attitudinal, behavioural, and customer-related outcomes. In addition, strain mediates the relations between emotional labour and its outcomes. This paper is the first meta-analysis on the relations between emotional labour and the antecedents and outcomes in hospitality and tourism management.",

keywords = "Antecedents, Emotional labour, Meta-analysis, Outcomes, Strain",

author = "Shi Xu and Zheng Cao and Yuanyuan Huo",

note = "{\textcopyright} 2020, Elsevier. Licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International http://creativecommons.org/licenses/by-nc-nd/4.0/ ",

year = "2020",

month = aug,

doi = "10.1016/j.tourman.2020.104099",

language = "English",

volume = "79",

journal = "Tourism Management",

issn = "0261-5177",

publisher = "Elsevier",

}

TY - JOUR

T1 - Antecedents and Outcomes of Emotional Labour in Hospitality and Tourism

T2 - A Meta-Analysis

AU - Xu, Shi

AU - Cao, Zheng

AU - Huo, Yuanyuan

PY - 2020/8

Y1 - 2020/8

N2 - This paper meta-analytically investigates a theoretical framework of emotional labour and its antecedents and outcomes in the hospitality and tourism literature with 57 correlation matrices from published journal papers. Adopting the psychometric meta-analytical methods and meta-structural equation modelling (meta-SEM) methods, the study finds that emotional labour is related to antecedents including personality, emotional intelligence, customer orientation, social support and display rules, as well as related to attitudinal, behavioural, and customer-related outcomes. In addition, strain mediates the relations between emotional labour and its outcomes. This paper is the first meta-analysis on the relations between emotional labour and the antecedents and outcomes in hospitality and tourism management.

AB - This paper meta-analytically investigates a theoretical framework of emotional labour and its antecedents and outcomes in the hospitality and tourism literature with 57 correlation matrices from published journal papers. Adopting the psychometric meta-analytical methods and meta-structural equation modelling (meta-SEM) methods, the study finds that emotional labour is related to antecedents including personality, emotional intelligence, customer orientation, social support and display rules, as well as related to attitudinal, behavioural, and customer-related outcomes. In addition, strain mediates the relations between emotional labour and its outcomes. This paper is the first meta-analysis on the relations between emotional labour and the antecedents and outcomes in hospitality and tourism management.

KW - Antecedents

KW - Emotional labour

KW - Meta-analysis

KW - Outcomes

KW - Strain

UR - http://www.scopus.com/inward/record.url?scp=85079646568&partnerID=8YFLogxK

U2 - 10.1016/j.tourman.2020.104099

DO - 10.1016/j.tourman.2020.104099

M3 - Article

SN - 0261-5177

VL - 79

JO - Tourism Management

JF - Tourism Management

M1 - 104099

ER -

Antecedents and Outcomes of Emotional Labour in Hospitality and Tourism: A Meta-Analysis

Abstract

Bibliographical note

Keywords

Access to Document

Other files and links

Fingerprint

Cite this