{"id":{"repo_id":"cape-town","oai_identifier":"oai:open.uct.ac.za:11427/13012"},"canonical_url":"https://search.dev.ndltd.org/etd/cape-town/oai:open.uct.ac.za:11427/13012","repository":{"repo_id":"cape-town","name":"University of Cape Town","base_url":"https://open.uct.ac.za/oai/request"},"display":{"title":"Emotional labour and employee well-being in the hospitality industry","abstract":"This study examines the nature of emotional labour and its relationship with employee well-being using a sample of South African hospitality employees (N =136). Exploratory factor analysis differentiated between three distinct emotional labour dimensions: surface acting, deep acting, and naturally felt expression. Controlling for the influence of positive affectivity and general self-efficacy, hierarchical multiple regression analysis showed that surface acting predicted emotional exhaustion, and deep acting predicted job satisfaction. Work-to-life conflict partially mediated the relationship between surface acting and emotional exhaustion, and fully mediated the relationship between surface acting and job satisfaction. Managerial implications and suggestions for research are discussed","abstract_html":"This study examines the nature of emotional labour and its relationship with employee well-being using a sample of South African hospitality employees (N =136). Exploratory factor analysis differentiated between three distinct emotional labour dimensions: surface acting, deep acting, and naturally felt expression. Controlling for the influence of positive affectivity and general self-efficacy, hierarchical multiple regression analysis showed that surface acting predicted emotional exhaustion, and deep acting predicted job satisfaction. Work-to-life conflict partially mediated the relationship between surface acting and emotional exhaustion, and fully mediated the relationship between surface acting and job satisfaction. Managerial implications and suggestions for research are discussed","abstract_has_math":false,"creators":["Smith, Lakin"],"institution":"Organisational Psychology","degree_name":null,"degree_level":null,"degree_discipline":null,"degree_department":null,"school":null,"contributors":[],"advisors":["Bagraim, Jeffrey"],"committee_chairs":[],"committee_members":[],"year":2014,"date_issued":"2014","date_published":"2014","updated_at":"2026-07-22T22:23:19Z","subjects":[],"languages":["eng"],"rights":[],"rights_urls":[],"identifier_entries":[]},"links":{"outbound_url":"http://hdl.handle.net/11427/13012","outbound_label":"Handle","outbound_source":"dc:identifier.uri"},"metadata_groups":[{"id":"people","label":"People","entries":[{"key":"dc:contributor.advisor","label":"Advisor","values":["Bagraim, Jeffrey"]},{"key":"dc:creator","label":"Author","values":["Smith, Lakin"]}]},{"id":"academic_context","label":"Academic Context","entries":[{"key":"dc:date.accessioned","label":"Dc Date Accessioned","values":["2015-05-28T12:26:07Z"]},{"key":"dc:date.available","label":"Dc Date Available","values":["2015-05-28T12:26:07Z"]},{"key":"dc:date.issued","label":"Date","values":["2014"]},{"key":"dc:publisher.department","label":"Dc Publisher Department","values":["Organisational Psychology"]},{"key":"dc:publisher.institution","label":"Dc Publisher Institution","values":["University of Cape Town"]},{"key":"dc:type","label":"Dc Type","values":["Master Thesis"]},{"key":"dc:type.qualificationlevel","label":"Dc Type Qualificationlevel","values":["Masters"]},{"key":"dc:type.qualificationname","label":"Dc Type Qualificationname","values":["MCom"]}]},{"id":"language_rights","label":"Language and Rights","entries":[{"key":"dc:language.iso","label":"Language (ISO)","values":["eng"]}]},{"id":"identifiers","label":"Identifiers","entries":[{"key":"dc:identifier.uri","label":"Identifier URI","values":["http://hdl.handle.net/11427/13012"]}]},{"id":"additional","label":"Additional Metadata","entries":[{"key":"dc:description","label":"Description","values":["Includes bibliographical references."]},{"key":"dc:description.abstract","label":"Abstract","values":["This study examines the nature of emotional labour and its relationship with employee well-being using a sample of South African hospitality employees (N =136). Exploratory factor analysis differentiated between three distinct emotional labour dimensions: surface acting, deep acting, and naturally felt expression. Controlling for the influence of positive affectivity and general self-efficacy, hierarchical multiple regression analysis showed that surface acting predicted emotional exhaustion, and deep acting predicted job satisfaction. Work-to-life conflict partially mediated the relationship between surface acting and emotional exhaustion, and fully mediated the relationship between surface acting and job satisfaction. Managerial implications and suggestions for research are discussed"]},{"key":"dc:title","label":"Title","values":["Emotional labour and employee well-being in the hospitality industry"]}]}],"canonical_facts":{"dc:contributor.advisor":["Bagraim, Jeffrey"],"dc:creator":["Smith, Lakin"],"dc:date.accessioned":["2015-05-28T12:26:07Z"],"dc:date.available":["2015-05-28T12:26:07Z"],"dc:date.issued":["2014"],"dc:description":["Includes bibliographical references."],"dc:description.abstract":["This study examines the nature of emotional labour and its relationship with employee well-being using a sample of South African hospitality employees (N =136). Exploratory factor analysis differentiated between three distinct emotional labour dimensions: surface acting, deep acting, and naturally felt expression. Controlling for the influence of positive affectivity and general self-efficacy, hierarchical multiple regression analysis showed that surface acting predicted emotional exhaustion, and deep acting predicted job satisfaction. Work-to-life conflict partially mediated the relationship between surface acting and emotional exhaustion, and fully mediated the relationship between surface acting and job satisfaction. Managerial implications and suggestions for research are discussed"],"dc:identifier.uri":["http://hdl.handle.net/11427/13012"],"dc:language.iso":["eng"],"dc:publisher.department":["Organisational Psychology"],"dc:publisher.institution":["University of Cape Town"],"dc:title":["Emotional labour and employee well-being in the hospitality industry"],"dc:type":["Master Thesis"],"dc:type.qualificationlevel":["Masters"],"dc:type.qualificationname":["MCom"]},"updated_at":"2026-07-22T22:23:19Z"}