Abstract
Abstract Traditional hospitality and tourism literature has underestimated the importance of hotel segment (resort hotels vs. urban hotels) for the effects of emotional-rule dissonance in frontline employees. The present study analyses the relationships among emotion-rule dissonance, work engagement, job satisfaction, and hotel segment through a moderated mediation model. A sample of 131 frontline employees of Spanish hotels completed self-reported measures at two time points. Results revealed that the effect of emotion-rule dissonance on job satisfaction through lower work engagement was only significant in urban hotels, suggesting that emotion-rule dissonance was more harmful for urban hotel employees. This paper provides new insights into the way emotion-rule dissonance decreases job satisfaction and offers advice for managers to enable them to prevent its detrimental impact, particularly in urban hotels.
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