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 journalArticlepeer-review


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 languageEnglish
Article number104099
JournalTourism Management
Early online date19 Feb 2020
Publication statusPublished - Aug 2020

Bibliographical note

© 2020, Elsevier. Licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International


  • Antecedents
  • Emotional labour
  • Meta-analysis
  • Outcomes
  • Strain


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