Communication is Key: the Interaction of Emotional Labor Strategies on Hotel Supervisors' Turnover Intentions in China

• Xu, Shi ^{[1] [2]} ; Martinez, Larry R ^{[1] [2]} ; Lv, Qin
  1. [1] Pennsylvania State University

     Pennsylvania State University

     Borough of State College, Estados Unidos

     
  2. [2] Park University

     Park University

     Township of Sioux, Estados Unidos

     
• Localización: Tourism analysis, ISSN 1083-5423, Vol. 22, Nº. 2, 2017, págs. 125-137
• Idioma: inglés
• Texto completo no disponible (Saber más ...)
• Resumen

  • Although past research has examined the link between emotional labor and turnover in organizational contexts, relatively little research has focused specifically on supervisors' experiences of emotional labor and turnover. In the present study, supervisors' levels of communication are posited to affect the interactive relation between expressing genuine emotions and engaging in surface acting because the interactive relation is expected to be more pronounced for supervisors who communicate less. This study was administered to 144 supervisors in four Chinese hotel companies. The results showed that the interactive effects of genuine emotions and surface acting on turnover intentions were strengthened when supervisors communicated with other colleagues less intimately but that there was not an effect related to the extent to which they communicated with many colleagues. The findings extend previous literature by demonstrating that a lack of intimate communication will increase intentions to leave among supervisors who express less genuine emotions and who engage in more surface acting.