Exploring the relationship between emotional labour and work engagement through a three-phase framework, incorporating mediation and moderation analyses

IF 9.9 1区管理学 Q1 HOSPITALITY, LEISURE, SPORT & TOURISM

International Journal of Hospitality Management Pub Date : 2025-01-18 DOI:10.1016/j.ijhm.2025.104089

Chih-Hsing Liu , Wen-Pei Lin , Yen-Ling Ng

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Abstract

In the ever-evolving landscape of the hotel industry, the spotlight on both owners and employees has intensified due to heightened attention and fierce competition. This pressure turns the sector into a battleground where emotional labour and work engagement play pivotal roles. Consequently, delving into the intricacies of the emotional labour-to-work engagement transition has become a critical concern. This study adopts a meticulous approach, employing three phases of paired data collection. It conducts an integrated analysis, intertwining mediation and moderation techniques to unravel the true essence of the phenomena under scrutiny. The findings shed light on the mediating influence of shared language and value cocreation, elucidating their significant roles in the process. The study validates the multifaceted moderating roles of supervisor support and challenge stressors on the development trajectory of hotel employees' work engagement. The comprehensive insights from this research have both theoretical and practical implications for hotel industry managers.

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通过三个阶段的框架，结合中介和调节分析，探索情绪劳动与工作投入之间的关系

在不断变化的酒店业中，由于高度关注和激烈的竞争，业主和员工都受到了越来越多的关注。这种压力使该行业变成了一个战场，情绪劳动和工作投入在其中发挥着关键作用。因此，深入研究从情绪劳动到工作投入的复杂转变已成为一个关键问题。本研究采用细致的方法，采用三个阶段的配对数据收集。它进行了一个综合的分析，交织调解和节制技术，以揭示在审查下的现象的真正本质。研究结果揭示了共同语言和价值共同创造的中介作用，阐明了它们在这一过程中的重要作用。本研究验证了主管支持和挑战压力源对酒店员工工作投入发展轨迹的多重调节作用。本研究的综合见解对酒店业管理者具有理论和实践意义。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

International Journal of Hospitality Management HOSPITALITY, LEISURE, SPORT & TOURISM-

CiteScore

21.20

自引率

9.40%

发文量

218

审稿时长

85 days

期刊介绍： The International Journal of Hospitality Management serves as a platform for discussing significant trends and advancements in various disciplines related to the hospitality industry. The publication covers a wide range of topics, including human resources management, consumer behavior and marketing, business forecasting and applied economics, operational management, strategic management, financial management, planning and design, information technology and e-commerce, training and development, technological developments, and national and international legislation. In addition to covering these topics, the journal features research papers, state-of-the-art reviews, and analyses of business practices within the hospitality industry. It aims to provide readers with valuable insights and knowledge in order to advance research and improve practices in the field. The journal is also indexed and abstracted in various databases, including the Journal of Travel Research, PIRA, Academic Journal Guide, Documentation Touristique, Leisure, Recreation and Tourism Abstracts, Lodging and Restaurant Index, Scopus, CIRET, and the Social Sciences Citation Index. This ensures that the journal's content is widely accessible and discoverable by researchers and practitioners in the hospitality field.