Hu Yunhong, Tu Wei, Zhou Li, Wu Xin, Yan Qi
Department of Urban and Rural Planning, School of Landscape Architecture, Nanjing Forestry University, Nanjing, China.
Department of Tourism, School of Tourism and Social Administration, Nanjing Xiaozhuang University, Nanjing, China.
Front Psychol. 2023 Jan 16;13:1093723. doi: 10.3389/fpsyg.2022.1093723. eCollection 2022.
Emotional labor claims its significance as the key indicator both of the psychological health of contemporary employees, and the productivity of service-based businesses depending upon genuine emotional input of employees. By far, research on emotional labor of employees in an organizational context is still lacking. This study aims to explore the relationships among emotional labor, organizational support, career competences and career commitment to investigate how emotional labor interacts with the organizational context and affects the career management of the employee. Data were collected from a sample of 387 frontline employees working at two luxury hotel brands in China. Structural equation modeling (SEM) was utilized to estimate the relationships among the constructs. It is demonstrated by the findings that organizational support mediates positively on emotional labor, which exerts positive influences on career competences and career commitment. Sound handling of emotional labor, boosted by a supportive organizational environment, has been ascertained to positively predict long-term career paths of the employees at the company. This study provides insights into how the tourism and hospitality industry can optimize the functions of emotional labor for in enhancing service quality and customer satisfaction, as well as promoting the psychological well-being of the employees.
情绪劳动作为当代员工心理健康的关键指标以及依赖员工真实情感投入的服务型企业生产力的关键指标，具有重要意义。到目前为止，在组织背景下对员工情绪劳动的研究仍然不足。本研究旨在探讨情绪劳动、组织支持、职业能力和职业承诺之间的关系，以调查情绪劳动如何与组织背景相互作用并影响员工的职业管理。数据来自对中国两个豪华酒店品牌的387名一线员工的抽样调查。采用结构方程模型（SEM）来估计各构念之间的关系。研究结果表明，组织支持对情绪劳动起正向中介作用，情绪劳动对职业能力和职业承诺产生积极影响。在支持性的组织环境推动下，良好地处理情绪劳动已被确定能积极预测公司员工的长期职业发展路径。本研究为旅游和酒店业如何优化情绪劳动功能以提高服务质量和客户满意度，以及促进员工的心理健康提供了见解。
