Abstract
Drawing on support from social exchange theory and appraisal theory of emotions, this paper empirically investigates the link between cognitive appraisal, emotional labor and organizational citizenship behavior (OCB) among hotel employees in India. This study uses a field survey conducted on 380 employees from 14 hotels in India. The moderated mediation model was tested using structural equation modelling. Positive (negative) cognitive appraisal of interactions result in deep (surface) acting. The moderated mediation analysis show employees who fake emotions (surface act) can still exhibit high OCB if they receive high perceived organizational support (POS). Findings suggest that hotel managers may repeatedly train their employees to deep act while discouraging surface acting. This study is unique and original in that it finds cognitive appraisal as a predictor of emotional labor. It is also the first to extend Lazarus’ theory of emotions to the context of emotional labor. Finally, it shows that cognitive appraisal influences emotional labor and OCB among hotel employees.
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