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

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          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.

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          Most cited references 67

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                Author and article information

                Journal
                Int J Environ Res Public Health
                Int J Environ Res Public Health
                ijerph
                International Journal of Environmental Research and Public Health
                MDPI
                1661-7827
                1660-4601
                17 June 2020
                June 2020
                : 17
                : 12
                Affiliations
                [1 ]School of Business Administration, Northeastern University, Shenyang 110167, China; 1901231@ 123456stu.neu.edu.cn (F.Y.); 1901926@ 123456stu.neu.edu.cn (J.C.); 1901928@ 123456stu.neu.edu.cn (B.F.)
                [2 ]School of Management, Northeastern University at Qinhuangdao, Qinhuangdao 066004, China
                Author notes
                [* ]Correspondence: yangyong@ 123456qhd.neu.edu.cn ; Tel.: +86-15032338868
                Article
                ijerph-17-04314
                10.3390/ijerph17124314
                7344823
                32560301
                © 2020 by the authors.

                Licensee MDPI, Basel, Switzerland. This article is an open access article distributed under the terms and conditions of the Creative Commons Attribution (CC BY) license ( http://creativecommons.org/licenses/by/4.0/).

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