The effects of culture shock on foreign employees in the service industry

Hung-Sheng Lai (), Hsin-Hui Hu () and Zhang-Yu-Jing Chen ()
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Hung-Sheng Lai: Fu Jen Catholic University
Hsin-Hui Hu: Ming Chuan University
Zhang-Yu-Jing Chen: Fu Jen Catholic University

Service Business, 2020, vol. 14, issue 3, No 3, 385 pages

Abstract: Abstract This study explores the effects of culture shock on emotional labor, job satisfaction, and the turnover intentions of service employees. It further examines the moderating role of perceived managerial support on the relationships between culture shock, emotional labor, and job satisfaction. Questionnaires were distributed among foreign employees working in 36 hotels in Macao. The data that emerged from the 254 respondents were employed to test the research framework. Results suggest that culture shock has positive impacts emotional labor but negative impacts on job satisfaction. Moreover, the relationship between culture shock and foreign employee turnover intentions is mediated by emotional labor and job satisfaction. Perceived managerial support played a critical role in lessening culture shock’s effect on job satisfaction.

Keywords: Culture shock; Emotional labor; Job satisfaction; Turnover intention; Perceived managerial support (search for similar items in EconPapers)
Date: 2020
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Citations: View citations in EconPapers (3)

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DOI: 10.1007/s11628-020-00420-x

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