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 journalArticle

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 languageEnglish
Article number104099
JournalTourism Management
Volume79
Early online date19 Feb 2020
DOIs
Publication statusE-pub ahead of print - 19 Feb 2020

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Bibliographical note

© 2020, Elsevier. Licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International http://creativecommons.org/licenses/by-nc-nd/4.0/

Keywords

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

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