Antecedents and Consequences of Frontline Employee Emotional Labor When Dealing with Foreign Customer
Keywords:
Emotional Labor, Emotive Effort, Innovative Work Behavior, Emotional Exhaustion, Effective Cultural Flexibility IntelligenceAbstract
The purpose of this research was to examine the causal factors and the outcomes of emotive effort that leads to frontline employees’ action in accordance with the specific situation. The samples consisted of 332 hotel frontline employees in the central region who have experience in providing services to foreign customers. Data was collected by using questionnaires and was analyzed by percentage, mean, standard deviation and structural equation modelling. The results showed that most of the respondents were female. In the age, 21-30 is age ranges of the most respondents. Most of them hold bachelor’s degree. The hypothesis testing results identified the causal factors as display rule and effective cultural flexibility intelligence had a significantly positive effect on the emotive effort, whereas job autonomy had a statically insignificant positive effect on emotive effort. Moreover, the emotive effort was found to have a positive impact on emotional exhaustion and innovative work behavior of frontline employees.
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