Chinese hotel employees in the smiling masks: roles of job satisfaction, burnout, and supervisory support in relationships between emotional labor and performance
Abstract
Using survey data obtained from 206 frontline hotel employees (Study 1) and 111 employee–supervisor dyads (Study 2), we examined how the emotional labor of hotel employees was associated with affective and behavioral outcomes. We found that surface acting was negatively related to job satisfaction but positively related to burnout. Meanwhile, deep acting was positively related to job satisfaction but negatively related to burnout. Additionally, job satisfaction and burnout were found to mediate the relationship between emotional labor and work performance. We further found that supervisory support moderated the relationships between emotional labor and job satisfaction and burnout.
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Hiding one's emotions has been connected to burnout.
“Hiding one's emotions has also been connected to burnout (Chen et al., 2012).”
From The Emergence of Racialized Labor and Racial Battle Fatigue in the African American Student Network (AFAM) (2020) · cites this paper as Chen et al., 2012
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- Authors
- Chen, Z., Sun, H., Lam, W., Hu, Q., Huo, Y., & Zhong, J. A.
- Affiliations
- City University of Hong Kong (HK)
- Weifang Medical University (CN)
- Hong Kong Polytechnic University (HK)
- Zhejiang University (CN)
- Corresponding author
- Zhong, Jian An
- Venue
- The International Journal of Human Resource Management
- Publisher
- Informa UK Limited
- Published
- 2012-02
- Volume
- 23
- Issue
- 4
- Pages
- 826-845
- ISSN
- 0958-5192 (ISSN-L)
- 1466-4399
- OpenAlex
- W2102923603
- Cited by
- 143
- References
- 45
- Citations by year
- 2026: 2 · 2025: 10 · 2024: 8 · 2023: 9 · 2022: 11 · 2021: 14 · 2020: 21 · 2019: 16 · 2018: 16 · 2017: 15 · 2016: 6 · 2015: 8 · 2014: 5 · 2013: 2
- FWCI
- 7.50
- Type
- journal article
- Language
- en
- Open access
- closed
- Locations
- The International Journal of Human Resource Management (publishedVersion)
- Surrey Research Insight Open Access (The University of Surrey) (submittedVersion)
- PolyU Institutional Research Archive (Hong Kong Polytechnic University) (submittedVersion)
- Research Explorer (The University of Manchester) (submittedVersion)
- Topics
- Social Sciences › Sociology and Political Science › Emotional Labor in Professions
- Social Sciences › Business, Management and Accounting › Organizational Behavior and Human Resource Management › Job Satisfaction and Organizational Behavior
- Social Sciences › Psychology › Social Psychology › Stress and Burnout Research
- Keywords
- emotional labor, surface acting, deep acting, job satisfaction, burnout, supervisor support, employee performance, hotel employees, frontline workers, mediation, moderation
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