Hospitality Front-line Employees: A Meta-Analysis of Emotion Management at Work

IF 3.4 4区 管理学 Q1 HOSPITALITY, LEISURE, SPORT & TOURISM Cornell Hospitality Quarterly Pub Date : 2024-05-13 DOI:10.1177/19389655241249605
Lenna V. Shulga, James A. Busser, Denise H. R. Molintas
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Abstract

The main purpose of this study was to summarize extant empirical findings on how front-line service employees experience and manage emotions at work. When consolidated, the research on front-line employee emotions revealed mixed and contradictory results and knowledge gaps on workplace challenges of service-oriented employees. The PRISMA were followed for study selection, and the appraisal theory of emotions was used to classify the direct antecedents and outcomes of emotion management. To calculate meta-analytic effect sizes, comprehensive meta-analysis methodology wasapplied to analyze 79 studies (N=28,332). The summary effects of known antecedents, affective events (conflict, customer interactions), stimuli (personality characteristics), and workplace environment (support and display rules) on front-line employees’ emotion management were more modest than previously indicated. Organization, supervisor, and coworker support were found to be a moderator between conflict and employees’ emotion management. The most-researched outcomes of emotion management (burnout and job performance) also showed only modest effect sizes. Job satisfaction was a moderator between emotion management and job performance. The relationship between emotion management and customer-related antecedents and outcomes showed modest to small effect sizes. These results contribute to the ATE and highlight the knowledge gap on how customer emotions and behaviors affect front-line employees’ ability to manage their emotions and provide quality customer service and, in turn, how employee’s transference of emotions might influence customer satisfaction, loyalty, and trust. Managers should provide necessary support to mitigate the impact of affective events that may influence how front-line employees manage emotions at work to increase job satisfaction and performance.
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酒店业一线员工:工作中情绪管理的元分析
本研究的主要目的是总结现存的关于一线服务员工如何在工作中体验和管理情绪的实证研究成果。综合来看,有关一线员工情绪的研究揭示了以服务为导向的员工在工作场所所面临挑战的混合和相互矛盾的结果以及知识缺口。研究选择遵循了 PRISMA 标准,并使用情绪评估理论对情绪管理的直接前因和结果进行了分类。为了计算元分析效应大小,我们采用了综合元分析方法对 79 项研究(N=28,332)进行了分析。已知的前因、情感事件(冲突、客户互动)、刺激(个性特征)和工作场所环境(支持和展示规则)对一线员工情绪管理的综合影响比之前的研究结果更为温和。研究发现,组织、主管和同事的支持是冲突与员工情绪管理之间的调节因素。研究最多的情绪管理结果(职业倦怠和工作绩效)也只显示出适度的效应大小。工作满意度是情绪管理与工作绩效之间的调节因素。情绪管理与客户相关的前因和结果之间的关系显示出适度到较小的效应大小。这些结果为 ATE 做出了贡献,并凸显了在以下方面的知识空白:客户情绪和行为如何影响一线员工管理情绪和提供优质客户服务的能力,以及反过来,员工的情绪转移如何影响客户满意度、忠诚度和信任度。管理者应提供必要的支持,以减轻可能影响一线员工在工作中如何管理情绪的情感事件的影响,从而提高工作满意度和绩效。
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来源期刊
CiteScore
8.50
自引率
2.90%
发文量
17
期刊介绍: Cornell Hospitality Quarterly (CQ) publishes research in all business disciplines that contribute to management practice in the hospitality and tourism industries. Like the hospitality industry itself, the editorial content of CQ is broad, including topics in strategic management, consumer behavior, marketing, financial management, real-estate, accounting, operations management, planning and design, human resources management, applied economics, information technology, international development, communications, travel and tourism, and more general management. The audience is academics, hospitality managers, developers, consultants, investors, and students.
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