The Relationships between Emotional Labor and Service Sabotage in Hospitality Industry：The Mediating Role of Emotional Exhaustion

• Main Authors: LAI, MEI-YING, 賴美穎
• Other Authors: SUN, LOU-HON
• Format: Others
• Language: zh-TW
• Published: 2017
• Online Access: http://ndltd.ncl.edu.tw/handle/ydwp42

碩士 === 國立高雄餐旅大學 === 餐旅研究所在職專班 === 105 === Frontline employees play important roles in hospitality industry due to the growing demand for services. Regarding the issue that the customer will form an impression of the hotel service from the behavior and attitudes of the frontline employees, this study explored the relationships between two types of emotional labor (i.e., surface acting and deep acting), emotional exhaustion and service sabotage, as well as examined the mediating effect of emotional exhaustion on the relationship between two types of emotional labor and service sabotage. Questionnaire surveys were administered to 323 frontline employees working in 10 hotels’ restaurant department. After analyzing the data by structural equation modeling, the results showed that: (1) Emotional labors significantly predicted emotional exhaustion, which surface acting is positively related to emotional exhaustion, whereas, deep acting is negatively related to emotional exhaustion； (2) Emotional exhaustion significantly and positively predicted service sabotage; (3) Emotional exhaustion had “complete mediating effect” on the relationship between surface acting and service sabotage, whereas, it had “partial mediating effect” on the relationship between deep acting and service sabotage. Finally, many theoretical and practical implications were drawn based on the results of this study.