Frontline employee emotional exhaustion when serving foreign customers: The moderating role of cultural competence
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Published:
May 7, 2018
Keywords:
Cultural competence Emotional labor Frontline employee Foreign customer
Main Article Content
Abstract
This paper aims to present the model regarding the effect of emotional labor towards frontline employee emotional exhaustion when serving foreign customers model. The antecedents of emotional labor consist of display rules, job autonomy and the consequence is emotional exhaustion. Moreover, this article also exhibits the moderating role of cultural competence. The cultural competence is illustrated in exacerbating the relationship between emotive dissonance and emotional exhaustion whereas cultural competence intensifies the linkage between emotive effort and emotional exhaustion.
Article Details
How to Cite
อัคคะวณิชชา ช., & เทวตา อ. (2018). Frontline employee emotional exhaustion when serving foreign customers: The moderating role of cultural competence. Journal of Management Science Chiangrai Rajabhat University, 11(1), 1–16. Retrieved from https://so03.tci-thaijo.org/index.php/jmscrru/article/view/122456
Section
Research Articles
Views and opinions expressed in the journal do not necessarily reflect those of the editors.
References
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Singh, J., & Goolsby, J. (1994). Behavioral and psychological consequences of boundary spanning burnout for customer service. Journal of Marketing Research, 31(4), 558-570.
Tam, J., Sharma, P., & Kim, N. (2014). Examining the role of attribution and intercultural competence in intercultural service encounters. Journal of Services Marketing, 28(2159-170).
Wharton, A. S. (1993). The affective consequences of service work: Managing emotions on the job. Work and Occupations, 20(2), 205-232.
Wright, T. A., & Cropanzano, R. (1998). Emotional exhaustion as a predictor of job performance and voluntary turnover. Journal of Applied Psychology, 83(3), 486-493.
Zeithaml, V. A., & Bitner, M. J. (1996). Services Marketing. New York.
Brotheridge, C. e. M., & Grandey, A. A. (2002). Emotional labor and burnout: Comparing two perspectives of “People Work”. Journal of Vocational Behavior 60 (1), 17-39.
Brotheridge, C. l. M., & Lee, R. T. (2003). Development and validation of the emotional labour scale. Journal of Occupational and Organizational Psychology 76, 365-379.
Chen, C.-F., & Kao, Y.-L. (2012 ). Investigating the antecedents and consequences of burnout and isolation among flight attendants. Tourism Management, 33, 868-874.
Chiu,C. & Hong,Yi. (2006). Cultural competence: dynamic process. In Elliot, Andrew J. & Dweck,
Carol S; foreword by Covington, Martin V. Handbook of competence and motivation.489-505,NY: Guilford Press.
Chu, K. H.-L., & Murrmann, S. K. (2006). Development and validation of the hospitality emotional labor scale. Tourism Management 27, 1181-1191.
Chu, K. H., Baker, M. A., & Murrmann, S. K. (2012). When we are onstage, we smile: The effects of emotional labor on employee work outcomes. Tourism Management 27 (2006) 1181–1191, 31, 906-915.
Cross, T., Bazron, B. J., Dennis, K. W., & Isaacs, M. R. (1989). Toward a culturally competent system of care: A monograph on effective services for minority children who are severely emotionally disturbed. Washington, DC: Georgetown University Child Development Center.
Diefendorff, J. M., Croyle, M. H., & Gosserand, R. H. (2005). The dimensionality and antecedents of emotional labor strategies. Journal of Vocational Behavior 66, 339-357.
Ekman. P. (1973). Cross cultural studies of emotion. In P. Ekman (Ed.), Darwin and facial expression: A century of research in review (pp. 169-222). New York: Academic Press.
Gaines, J., & Jermier, J. M. (1983). Emotional exhaustion in a high stress organization. The Academy of Management Journal, 26(4), 567-586.
Johanson, M. M., & Woods, R. H. (2008). Recognizing the emotional element in service excellence. Cornell Hospitality Quarterly, 49(3), 310-316.
Jones, P. & Lockwood, A. (1989). The Management of hotel operations. London: Cassell Educational.
Hackman, J. R., & Oldham, G. R. (1975). Development of the job diagnostic survey. Journal of Applied Psychology, 60(2), 159-170.
Hochschild, A. (1979). Emotion work, feeling rules, and social structure. American Journal of Sociology, 85, 551-575.
Hochschild, A. R. (1983). The managed heart: Commercialization of human feeling: Berkeley: University of California Press.
Karasek, R. A., & Theorell, T. G. (1990). Healthy work: Stress, productivity and the reconstruction of working life: New York: Basic Books.
Kim, H. J., Shin, K., & Umbreit, T. (2008). Hotel job burnout: the role of personality characteristics. International Journal of Hospitality Management, 26(2), 421-434.
Kruml, S. M., & Geddes, D. (2000). Exploring the dimensions of emotional labor: the heart of Hoschschild’s work. Management Communication Quarterly 14 (1), 8-49.
Lange, J. W., Mager, D. R., & Andrews, N. (2013). The ELDER expansion project: building cultural competence among long term home care workers. Applied Nursing Research, 26, 58-62.
Maslach, C., & Jackson, S. E. (1981). The measurement of experienced burnout. Journal of Occupational Behavior, 2(2), 99-113.
Morris, J. A., & Feldman, D. C. (1996). The Dimensions, antecedents, and consequences of emotional labor. The Academy of Management Review, 21(4), 986-1010.
Patterson, P. G., & Smith, T. (2003). A cross-cultural study of switching barriers and propensity to stay with service providers. Journal of Retailing 79, 107-120.
Peng, K. Z., Wong, C.-S., & Che, H.-S. (2010). The missing link between emotional demands and exhaustion. journal of Managerial Psychology, 25(7), 777-798.
Ringberg, T., Odekerken-Schröder, G., & Christensen, G. L. (2007). A cultural models approach to service recovery. Journal of Marketing, 71(3), 194-214.
Shania, A., Uriely, N., Reichel, A., & Ginsburg, L. (2014). Emotional labor in the hospitality industry: The influence of contextual factors. International Journal of Hospitality Management 37, 150-158.
Shin, I., Hur, W.-M., & Oh, H. (2015). Essential precursors and effects of employee creativity in a service context: Emotional labor strategies and official job performance. Labor strategies and official job performance, 20(7), 733-752.
Singh, J., & Goolsby, J. (1994). Behavioral and psychological consequences of boundary spanning burnout for customer service. Journal of Marketing Research, 31(4), 558-570.
Tam, J., Sharma, P., & Kim, N. (2014). Examining the role of attribution and intercultural competence in intercultural service encounters. Journal of Services Marketing, 28(2159-170).
Wharton, A. S. (1993). The affective consequences of service work: Managing emotions on the job. Work and Occupations, 20(2), 205-232.
Wright, T. A., & Cropanzano, R. (1998). Emotional exhaustion as a predictor of job performance and voluntary turnover. Journal of Applied Psychology, 83(3), 486-493.
Zeithaml, V. A., & Bitner, M. J. (1996). Services Marketing. New York.