TITLE:
The Influence of Emotional Labor on Turnover Intention of Hotel Employees: Mediating Effect of Emotional Dissonance
AUTHORS:
Guifang Fu, Ronglu Shen, Yimei Wei
KEYWORDS:
Emotional Labor, Emotional Dissonance, Turnover Intention, Hotel Employees
JOURNAL NAME:
Open Journal of Business and Management,
Vol.8 No.3,
April
21,
2020
ABSTRACT: Based on the theory of emotional labor, this study
explored the relationship between emotional labor and turnover intention of
hotel staff by constructing intermediary effect model. The employees of
different hotels in Guangdong province in China were investigated by emotional
labor scale, emotional dissonance scale and turnover intention scale. The
results showed that the hotel staff paid more deep acting than surface acting
in emotional labor; emotional dissonance and turnover intention were in the
middle level. There were differences in the deep acting of employees in
education level and job position; emotional dissonance had significant
differences in education level; and turnover intention had significant
differences in working years. The surface acting of emotional labor had a
significant positive correlation with emotional dissonance and turnover
intention. Emotional dissonance had a completely mediating effect between
surface acting and turnover intention.