Examining Emotional Labor in COVID-19 through the Lens of Self-Efficacy

Lixia Yao and Jie Gao
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Lixia Yao: School of Business and Administration, Zhejiang Gongshang University, Hangzhou 310018, China
Jie Gao: Department of Hospitality, Tourism and Event Management, Lucas College and Graduate School of Business, San Jose State University, San Jose, CA 95192, USA

Sustainability, 2021, vol. 13, issue 24, 1-16

Abstract: The ongoing COVID-19 pandemic has dealt a significant blow to the restaurant industry, with many restaurants suspending operations or closing altogether. This study was aimed to investigate the effects of emotional labor on employees’ well-being and the mediating role of self-efficacy in the context of chain restaurants. Data were collected in 2020 through an online survey in China, and results revealed that emotional labor had a significant impact on well-being that was measured in life and job satisfaction. Self-efficacy not only had a significant positive impact on employees’ job- and life-related well-being but also played a fully mediating role between deep acting and life satisfaction, with a partial mediating role between deep acting and job satisfaction. Job-related well-being also played a fully mediating role between deep acting and life satisfaction, with a partial mediating role between deep acting and job satisfaction. It is important for restaurant employees to develop deep acting skills and improve self-efficacy and job satisfaction Restaurant managers must establish a healthy working environment by providing better job support and creating a more relaxed working atmosphere.

Keywords: COVID-19; surface acting; deep acting; self-efficacy; job satisfaction; life satisfaction (search for similar items in EconPapers)
JEL-codes: O13 Q Q0 Q2 Q3 Q5 Q56 (search for similar items in EconPapers)
Date: 2021
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