{"title":"一笑而过：领导者的幽默如何缓解员工在服务失败中的同情疲劳？","authors":"Xing'an Xu , Najuan Wen , Ruiying Cai","doi":"10.1016/j.tourman.2024.104980","DOIUrl":null,"url":null,"abstract":"<div><p>Compassion fatigue, which results from empathy, is associated with many negative consequences. However, limited attention has been devoted to the compassion fatigue of employees in the tourism and hospitality sector, particularly within the context of service failures. To mitigate the potential negative impact of compassion fatigue on employees, this research reveals how leader humor alleviates employees' compassion fatigue via three scenario-based experiments. Findings show that leader humor affects employees' compassion fatigue through the mediating effect of perceived organizational support. Additionally, this research uncovers the moderating roles of leader hypocrisy and power distance beliefs. Results expand the literature on compassion fatigue and leader humor. This study also offers suggestions to guide tourism and hospitality organizations in using leader humor wisely to minimize employees’ compassion fatigue, particularly among staff with low power distance beliefs and in cases of low leader hypocrisy.</p></div>","PeriodicalId":48469,"journal":{"name":"Tourism Management","volume":null,"pages":null},"PeriodicalIF":10.9000,"publicationDate":"2024-06-15","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://www.sciencedirect.com/science/article/pii/S0261517724000992/pdfft?md5=a97a351424366908b7ee42d08016bace&pid=1-s2.0-S0261517724000992-main.pdf","citationCount":"0","resultStr":"{\"title\":\"Laughing it off: How does leader humor alleviate employees’ compassion fatigue in service failure?\",\"authors\":\"Xing'an Xu , Najuan Wen , Ruiying Cai\",\"doi\":\"10.1016/j.tourman.2024.104980\",\"DOIUrl\":null,\"url\":null,\"abstract\":\"<div><p>Compassion fatigue, which results from empathy, is associated with many negative consequences. However, limited attention has been devoted to the compassion fatigue of employees in the tourism and hospitality sector, particularly within the context of service failures. To mitigate the potential negative impact of compassion fatigue on employees, this research reveals how leader humor alleviates employees' compassion fatigue via three scenario-based experiments. Findings show that leader humor affects employees' compassion fatigue through the mediating effect of perceived organizational support. Additionally, this research uncovers the moderating roles of leader hypocrisy and power distance beliefs. Results expand the literature on compassion fatigue and leader humor. This study also offers suggestions to guide tourism and hospitality organizations in using leader humor wisely to minimize employees’ compassion fatigue, particularly among staff with low power distance beliefs and in cases of low leader hypocrisy.</p></div>\",\"PeriodicalId\":48469,\"journal\":{\"name\":\"Tourism Management\",\"volume\":null,\"pages\":null},\"PeriodicalIF\":10.9000,\"publicationDate\":\"2024-06-15\",\"publicationTypes\":\"Journal Article\",\"fieldsOfStudy\":null,\"isOpenAccess\":false,\"openAccessPdf\":\"https://www.sciencedirect.com/science/article/pii/S0261517724000992/pdfft?md5=a97a351424366908b7ee42d08016bace&pid=1-s2.0-S0261517724000992-main.pdf\",\"citationCount\":\"0\",\"resultStr\":null,\"platform\":\"Semanticscholar\",\"paperid\":null,\"PeriodicalName\":\"Tourism Management\",\"FirstCategoryId\":\"91\",\"ListUrlMain\":\"https://www.sciencedirect.com/science/article/pii/S0261517724000992\",\"RegionNum\":1,\"RegionCategory\":\"管理学\",\"ArticlePicture\":[],\"TitleCN\":null,\"AbstractTextCN\":null,\"PMCID\":null,\"EPubDate\":\"\",\"PubModel\":\"\",\"JCR\":\"Q1\",\"JCRName\":\"ENVIRONMENTAL STUDIES\",\"Score\":null,\"Total\":0}","platform":"Semanticscholar","paperid":null,"PeriodicalName":"Tourism Management","FirstCategoryId":"91","ListUrlMain":"https://www.sciencedirect.com/science/article/pii/S0261517724000992","RegionNum":1,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"Q1","JCRName":"ENVIRONMENTAL STUDIES","Score":null,"Total":0}
Laughing it off: How does leader humor alleviate employees’ compassion fatigue in service failure?
Compassion fatigue, which results from empathy, is associated with many negative consequences. However, limited attention has been devoted to the compassion fatigue of employees in the tourism and hospitality sector, particularly within the context of service failures. To mitigate the potential negative impact of compassion fatigue on employees, this research reveals how leader humor alleviates employees' compassion fatigue via three scenario-based experiments. Findings show that leader humor affects employees' compassion fatigue through the mediating effect of perceived organizational support. Additionally, this research uncovers the moderating roles of leader hypocrisy and power distance beliefs. Results expand the literature on compassion fatigue and leader humor. This study also offers suggestions to guide tourism and hospitality organizations in using leader humor wisely to minimize employees’ compassion fatigue, particularly among staff with low power distance beliefs and in cases of low leader hypocrisy.
期刊介绍：
Tourism Management, the preeminent scholarly journal, concentrates on the comprehensive management aspects, encompassing planning and policy, within the realm of travel and tourism. Adopting an interdisciplinary perspective, the journal delves into international, national, and regional tourism, addressing various management challenges. Its content mirrors this integrative approach, featuring primary research articles, progress in tourism research, case studies, research notes, discussions on current issues, and book reviews. Emphasizing scholarly rigor, all published papers are expected to contribute to theoretical and/or methodological advancements while offering specific insights relevant to tourism management and policy.
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