Emotion-rule dissonance and job satisfaction: A moderated mediation model of work engagement and hotel segment

Ortiz-Bonnin Silvia () and García-Buades María Esther ()
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Ortiz-Bonnin Silvia: University of the Balearic Islands (UIB) Ed. Guillem Cifre de Colonya, A-210 Ctra.Valldemossa 07122 Palma de Mallorca Spain
García-Buades María Esther: University of the Balearic Islands (UIB) Department of Psychology Palma de Mallorca Spain

Zeitschrift für Tourismuswissenschaft, 2023, vol. 15, issue 1, 53-77

Abstract: Traditional hospitality and tourism literature has underestimated the importance of hotel segment (resort hotels vs. urban hotels) for the effects of emotional-rule dissonance in frontline employees. The present study analyses the relationships among emotion-rule dissonance, work engagement, job satisfaction, and hotel segment through a moderated mediation model. A sample of 131 frontline employees of Spanish hotels completed self-reported measures at two time points. Results revealed that the effect of emotion-rule dissonance on job satisfaction through lower work engagement was only significant in urban hotels, suggesting that emotion-rule dissonance was more harmful for urban hotel employees. This paper provides new insights into the way emotion-rule dissonance decreases job satisfaction and offers advice for managers to enable them to prevent its detrimental impact, particularly in urban hotels.

Keywords: emotion-rule dissonance; job satisfaction; work engagement; hotel segment; resort hotel; urban hotel (search for similar items in EconPapers)
Date: 2023
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Persistent link: https://EconPapers.repec.org/RePEc:bpj:touwis:v:15:y:2023:i:1:p:53-77:n:5

DOI: 10.1515/tw-2022-0022

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