Emotional labour and employee well-being in the hospitality industry

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

Grantor dc:publisher.institution

Organisational Psychology

Year dc:date.issued

2014

Author dc:creator

• Smith, Lakin

Advisor dc:contributor.advisor

• Bagraim, Jeffrey

Language dc:language.iso

eng

Handle dc:identifier.uri

http://hdl.handle.net/11427/13012

OAI identifier oai:identifier

oai:open.uct.ac.za:11427/13012