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.
Highlights
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
The surface acting of emotional labor had a significant positive correlation with emotional dissonance and turnover intention
This study showed that emotional labor of hotel employees would affect emotional dissonance, in which the surface acting of emotional labor was positively correlated with emotional dissonance, while deep acting was negatively correlated with emotional dissonance
Summary
Surface acting refers to the employees only by changing the external behavior that can be detected or directly seen (such as facial expression, pronunciation and intonation, body movements, etc.) to show the emotions required by the organization, but their inner emotions and feelings have not changed in reality. Grandey (2000) believes that surface acting is the regulation of emotional expression by employees, and deep acting is the regulation of emotional feelings. This study believes that emotional labor is the positive emotion paid by individuals and the psychological adjustment and processing of emotional feelings and emotional expression in the process of work, including surface acting and deep acting
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