Publication Type:

Journal Article

Source:

Journal of Human Resources in Hospitality and Tourism, Volume 12, Number 3, p.273-290 (2013)

URL:

https://www.scopus.com/inward/record.uri?eid=2-s2.0-84877916711&partnerID=40&md5=ba3564d635c1bb4499ed0b14efa5d4b0

Abstract:

The present research explores the relationship of emotional labor strategies (i.e., surface and deep acting) with emotional exhaustion, organizational commitment, and turnover intentions among employees in the hospitality industry in India. Data were collected from 204 frontline hotel employees representing different departments. The results of the study demonstrate that surface acting is positively related with emotional exhaustion and turnover intentions and negatively related to affective organizational commitment. Moreover, deep acting was observed to have a negative influence on emotional exhaustion. The findings of the study indicate that frequent use of surface acting may have detrimental consequences for employees as well as for the organization. Managerial implications of the study are discussed. © 2013 Copyright Taylor and Francis Group, LLC.

Notes:

cited By 2

Cite this Research Publication

Na Rathi, Bhatnagar, Db, and Mishra, S. Kc, “Effect of Emotional Labor on Emotional Exhaustion and Work Attitudes among Hospitality Employees in India”, Journal of Human Resources in Hospitality and Tourism, vol. 12, pp. 273-290, 2013.

207
PROGRAMS
OFFERED
5
AMRITA
CAMPUSES
15
CONSTITUENT
SCHOOLS
A
GRADE BY
NAAC, MHRD
9th
RANK(INDIA):
NIRF 2017
150+
INTERNATIONAL
PARTNERS