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Cited by 143Emotional Labor in ProfessionsJob Satisfaction and Organizational BehaviorStress and Burnout Research

The DOI matches its Crossref record; 45 of the 45 references it cites were found in a registry or an index.

Chinese hotel employees in the smiling masks: roles of job satisfaction, burnout, and supervisory support in relationships between emotional labor and performance

Chen, Ziguang, Sun, Hongwei, Lam, Wing, Hu, Qing, Huo, Yuanyuan, Zhong, Jian An·2012·The International Journal of Human Resource Management
DOI 10.1080/09585192.2011.579918
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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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Crossref · 10.1080/09585192.2011.579918

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Citations

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Research works printed but not linked: 7

  1. 10.2307/258824 · DOI
  2. Cammann C., 1983, Assessing Organizational Change, 71
  3. Fazio R.H., 1987, Social Influence: The Ontario Symposium, 129
  4. Hatfield E., 1994, Emotional Contagion
  5. Kickul J., 2001, Journal of Managerial Issues, 13, 328
  6. 10.1509/jmkg.71.2.133 · DOI
  7. Morris J., 1997, Journal of Managerial Issues, 9, 257

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Metadata

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
ORCID
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
DOI
10.1080/09585192.2011.579918
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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