The Multilevel Mechanism of Multifoci Service Orientation on Emotional Labor: Based on the Chinese Hospitality Industry

Yong Yang, Fan Yang, Jingzhu Cao and Bo Feng
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Yong Yang: School of Business Administration, Northeastern University, Shenyang 110167, China
Fan Yang: School of Business Administration, Northeastern University, Shenyang 110167, China
Jingzhu Cao: School of Business Administration, Northeastern University, Shenyang 110167, China
Bo Feng: School of Business Administration, Northeastern University, Shenyang 110167, China

IJERPH, 2020, vol. 17, issue 12, 1-21

Abstract: Emotional labor exerts a significant impact on employees’ physical and mental health as a unique form of labor. This study aims to explore the multilevel mechanism of multifoci service orientation on emotional labor from the social capital perspective. Through a multistage survey of managers and employees of 31 hospitality service companies in China, we obtained a valid sample of 31 business managers and 760 employees from hotel, restaurant, and tourism. Using Statistical analytical tools, the results revealed that organizational service orientation and individual service orientation enhanced individual social capital, which promoted employees’ deep acting and exerted a partial mediation effect on the correlation between individual service orientation and deep acting. Besides, individual social capital exerted a partial mediation effect on the relationship between organizational service orientation and deep acting. At the organizational level, organizational service orientation positively affected organizational social capital; and organizational social capital positively affected aggregate deep acting. The study results provide theoretical guidance for service companies to enhance employees’ well-being.

Keywords: multifoci service orientation; multifoci social capital; emotional labor; multilevel analysis (search for similar items in EconPapers)
JEL-codes: I I1 I3 Q Q5 (search for similar items in EconPapers)
Date: 2020
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