Laughing it off: How does leader humor alleviate employees’ compassion fatigue in service failure?

IF 10.9 1区管理学 Q1 ENVIRONMENTAL STUDIES Tourism Management Pub Date : 2024-06-15 DOI:10.1016/j.tourman.2024.104980

Xing'an Xu , Najuan Wen , Ruiying Cai

{"title":"Laughing it off: How does leader humor alleviate employees’ compassion fatigue in service failure?","authors":"Xing'an Xu , Najuan Wen , Ruiying Cai","doi":"10.1016/j.tourman.2024.104980","DOIUrl":null,"url":null,"abstract":"<div><p>Compassion fatigue, which results from empathy, is associated with many negative consequences. However, limited attention has been devoted to the compassion fatigue of employees in the tourism and hospitality sector, particularly within the context of service failures. To mitigate the potential negative impact of compassion fatigue on employees, this research reveals how leader humor alleviates employees' compassion fatigue via three scenario-based experiments. Findings show that leader humor affects employees' compassion fatigue through the mediating effect of perceived organizational support. Additionally, this research uncovers the moderating roles of leader hypocrisy and power distance beliefs. Results expand the literature on compassion fatigue and leader humor. This study also offers suggestions to guide tourism and hospitality organizations in using leader humor wisely to minimize employees’ compassion fatigue, particularly among staff with low power distance beliefs and in cases of low leader hypocrisy.</p></div>","PeriodicalId":48469,"journal":{"name":"Tourism Management","volume":null,"pages":null},"PeriodicalIF":10.9000,"publicationDate":"2024-06-15","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://www.sciencedirect.com/science/article/pii/S0261517724000992/pdfft?md5=a97a351424366908b7ee42d08016bace&pid=1-s2.0-S0261517724000992-main.pdf","citationCount":"0","resultStr":null,"platform":"Semanticscholar","paperid":null,"PeriodicalName":"Tourism Management","FirstCategoryId":"91","ListUrlMain":"https://www.sciencedirect.com/science/article/pii/S0261517724000992","RegionNum":1,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"Q1","JCRName":"ENVIRONMENTAL STUDIES","Score":null,"Total":0}

引用次数: 0

Abstract

Compassion fatigue, which results from empathy, is associated with many negative consequences. However, limited attention has been devoted to the compassion fatigue of employees in the tourism and hospitality sector, particularly within the context of service failures. To mitigate the potential negative impact of compassion fatigue on employees, this research reveals how leader humor alleviates employees' compassion fatigue via three scenario-based experiments. Findings show that leader humor affects employees' compassion fatigue through the mediating effect of perceived organizational support. Additionally, this research uncovers the moderating roles of leader hypocrisy and power distance beliefs. Results expand the literature on compassion fatigue and leader humor. This study also offers suggestions to guide tourism and hospitality organizations in using leader humor wisely to minimize employees’ compassion fatigue, particularly among staff with low power distance beliefs and in cases of low leader hypocrisy.

查看原文

微信好友朋友圈 QQ好友复制链接

本刊更多论文

一笑而过：领导者的幽默如何缓解员工在服务失败中的同情疲劳？

移情导致的 "同情疲劳 "与许多负面后果相关。然而，人们对旅游业和酒店业员工同情心疲劳的关注却很有限，尤其是在服务失败的情况下。为了减轻同情心疲劳对员工的潜在负面影响，本研究通过三个基于情景的实验，揭示了领导者的幽默如何缓解员工的同情心疲劳。研究结果表明，领导者的幽默会通过感知到的组织支持的中介效应影响员工的同情疲劳。此外，本研究还发现了领导者的虚伪性和权力距离信念的调节作用。研究结果拓展了有关同情疲劳和领导者幽默的文献。本研究还提出了一些建议，以指导旅游和酒店业组织明智地使用领导者幽默来减少员工的同情疲劳，尤其是在权力距离信念较低的员工和领导者虚伪性较低的情况下。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

求助全文

约1分钟内获得全文去求助

来源期刊

Tourism Management Multiple-

CiteScore

24.10

自引率

7.90%

发文量

190

审稿时长

45 days

期刊介绍： Tourism Management, the preeminent scholarly journal, concentrates on the comprehensive management aspects, encompassing planning and policy, within the realm of travel and tourism. Adopting an interdisciplinary perspective, the journal delves into international, national, and regional tourism, addressing various management challenges. Its content mirrors this integrative approach, featuring primary research articles, progress in tourism research, case studies, research notes, discussions on current issues, and book reviews. Emphasizing scholarly rigor, all published papers are expected to contribute to theoretical and/or methodological advancements while offering specific insights relevant to tourism management and policy.

期刊最新文献

Doing the right thing? The hotel industry's management of, and reporting on, modern slavery Understanding the airborne experiences of passengers with depression in long-haul air travels Gestalt food presentation: Its influence on visual appeal and engagement in the Instagram context Leveraging social capital for destination promotion in the metaverse: The Enoverse case