Managing emotional labor for service quality: A cross-level analysis among hotel employees

Abstract

• This study brings together the cross-level concepts of emotional labor and service quality on the basis of JD-R theory. • Drawing upon a sample of data on 863 subordinate-supervisor dyads in 92 service teams at 46 international tourist hotels. • The positive effect of deep acting on service quality was significantly higher for the moderating effect of POS. • The negative effect of surface acting on service quality was significantly higher for the moderating effect of abusive supervision. This study aims is to unify the concepts of emotional labor and service quality on the basis of job demands–resources theory, which is associated with engagement and burnout in working environments. This study draws upon a sample of data on 863 subordinate–supervisor dyads in 92 service teams at 46 international tourist hotels. The results of hierarchical linear modeling showed that emotional deep acting is positively related to work engagement and eventually leads to a high level of service quality. Conversely, emotional surface acting is positively related to work burnout and ultimately causes a low level of service quality. In addition, this study found cross-level interactions between perceived organizational support (POS) and abusive supervision on the relationships among emotional labor, engagement, burnout, and service quality. The positive effects of deep acting on work engagement and service quality were found to be significantly higher for the moderating effects of POS. However, the negative effects of surface acting on work burnout and service quality were found to be significantly higher for the moderating effects of abusive supervision. Finally, the theoretical and practical implications of this study for the hospitality industry are also discussed.