任性的主管如何影响酒店员工的服务表现?从员工情感角度进行的日记研究

IF 4.4 3区 管理学 Q1 HOSPITALITY, LEISURE, SPORT & TOURISM Journal of Hospitality & Tourism Research Pub Date : 2023-11-01 DOI:10.1177/10963480221076782
In-Jo Park, Shenyang Hai, P. Kim
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引用次数: 0

摘要

本研究借鉴情感事件理论,探讨了主管的情绪表达变化对酒店员工情绪体验变化和服务绩效的不利影响,以及员工的情绪管理是否能缓冲这种不利影响。研究假设采用了从多家酒店公司的 145 名酒店员工处收集的纵向数据,这些员工分四个阶段完成了调查:时间 1(即 7 个工作日的每日调查,以评估主管的情绪表达变化)、时间 2(即 7 个工作日的每日调查,以评估员工的情绪体验变化)、时间 3 和时间 4(即由主管评分的调查)。结果表明,主管的情绪表达变异性会通过员工的情绪体验变异性间接影响员工的服务绩效,而员工情绪管理则会减轻相关的不利影响。本文探讨了这一研究对酒店业研究人员和从业人员的理论和管理启示。
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How capricious supervisors affect hospitality employees’ service performance? A diary study from the employees’ emotional perspective
Drawing on the affective events theory, this study examined the detrimental effects of supervisors’ emotional expression variability on hospitality employees’ emotional experience variability and service performance, and whether employees’ emotion management buffers such negative impacts. The research hypotheses were examined using longitudinal data collected from 145 hotel employees of multiple hotel companies who completed surveys in four phases: Time 1 (i.e., daily surveys for seven workdays to assess supervisors’ emotional expression variability), Time 2 (i.e., daily surveys for 7 workdays to assess employees’ emotional experience variability), Time 3, and Time 4 (i.e., a survey rated by supervisors). The results show that supervisors’ emotional expression variability has an indirect effect on employees’ service performance through employees’ emotional experience variability, and employee emotion management mitigates the related detrimental effects. Theoretical and managerial implications are discussed for hospitality researchers and practitioners.
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来源期刊
Journal of Hospitality & Tourism Research
Journal of Hospitality & Tourism Research HOSPITALITY, LEISURE, SPORT & TOURISM-
CiteScore
10.10
自引率
9.50%
发文量
54
期刊介绍: The Journal of Hospitality & Tourism Research (JHTR) is an international scholarly research journal that publishes high-quality, refereed articles that advance the knowledge base of the hospitality and tourism field. JHTR focuses on original research, both conceptual and empirical, that clearly contributes to the theoretical development of our field. The word contribution is key. Simple applications of theories from other disciplines to a hospitality or tourism context are not encouraged unless the authors clearly state why this context significantly advances theory or knowledge. JHTR encourages research based on a variety of methods, qualitative and quantitative.
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