Sincerity or hypocrisy? When and How illegitimate tasks influence hospitality employees’ emotional labor?

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

International Journal of Hospitality Management Pub Date : 2025-07-11 DOI:10.1016/j.ijhm.2025.104359

Bao Cheng , Mengye Chen , Hongxia Lin , Yurou Kong

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引用次数: 0

Abstract

Illegitimate tasks are particularly prevalent in hospitality organizations; however, their impact on emotional labor among frontline employees remains unexplored. Building on self-regulation theory, this study proposes a mediated moderation model to investigate when and how illegitimate tasks influence the exhibition of different forms of emotional labor among hospitality employees. To test this theoretical framework, a time-lagged survey was conducted in Guangzhou, China, involving a final sample of 286 hospitality employees. The findings indicate that employees with an internal locus of control are likely to engage in cognitive reappraisal in response to illegitimate tasks, which in turn prompts deep acting. In contrast, employees with an external locus of control tend to resort to expressive suppression when faced with illegitimate tasks, leading to surface acting. The study offers both theoretical and practical implications based on these results.

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真诚还是虚伪？不合理任务何时及如何影响酒店员工的情绪劳动？

非法任务在酒店组织中尤为普遍；然而，它们对一线员工情绪劳动的影响尚不清楚。本研究以自我调节理论为基础，提出一个中介调节模型，探讨不正当任务何时以及如何影响酒店员工不同形式情绪劳动的表现。为了检验这一理论框架，我们在中国广州进行了一项滞后调查，最终样本为286名酒店员工。研究结果表明，拥有内部控制点的员工在面对不合理的任务时，更有可能进行认知重新评估，从而引发深度行为。相比之下，外部控制点的员工在面对不合理的任务时倾向于表达性抑制，导致表面行为。基于这些结果，本研究提供了理论和实践意义。

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.