Managing Employee's Emotion And Behavior In Hospitality

Agus Suroso, Ade Irma Anggraeni

Abstract


The main characteristic of works in the hospitality-based industry require the ability of employees to exert all their abilities and emotions in delivering the service. However, recent research has proven the occurrence of emotional dissonance and its impact on employee counterproductive behavior. The results of previous research regarding the relationship between these two variables have various different results. Based on the assumptions of conservation of resource theory, organizational support contributes to reducing the impact of emotional dissonance and the emergence of employee resilience. This study examined the impact of emotional dissonance and organizational support on counterproductive work behavior and employee resilience as mediating variables. This study confirms the mediating effect of employee resilience and its contribution in explaining organizational support based on a framework of conservation of resources.

 

Keywords: Counterproductive Work Behavior, Emotional Dissonance, Employee Resilience,  Organizational Support, Conservation of Resource Theory.

Full Text:

PDF

References


Abraham,R.(1998). Emotional Dissonance in Organizations: Antecedents, Consequences, and Moderators. Genetic, Social, and General Psychology Monographs, 124 (2), 229-246.

Abraham,R.(1998).Emotional Dissonance in Organizations: A Conceptualization of Consequences, Mediators, and Moderators. Leadership and Organization Development Journal, 19 (3), 137-150.

Abraham, R (1999). Negative Affectivity: Moderator or Confound in Emotional Dissonance – Outcome Relationship? The Journal of Psychology, 133 (1), 61-72.

Abraham,R.(1999). The Impact of Emotional Dissonance on Organizational Commitment and Intetion to Turnover. The Journal of Psychology, 133(4), 441-455.

Abraham,R. (2000). The Role of Job Control as a Moderator of Emotional Dissonance and Emotional Intelligence – Outcome Relationships. The Journal of Psychology, 134(2), 169-184.

Ablett, J. R., & Jones, R. S. P. (2007). Resilience and well‐being in palliative care staff: a qualitative study of hospice nurses' experience of work. Psycho‐Oncology: Journal of the Psychological, Social and Behavioral Dimensions of Cancer, 16(8), 733-740.

Brotheridge, C. M., & Lee, R. T. (2002). Testing a conservation of resources model of the dynamics of emotional labor. Journal of occupational health psychology, 7(1), 57.

Cretu, R. Z., & Burcas, S. (2014). Self-Efficacy: A Moderator of the Relation between Emotional Dissonance and Counterproductive Work Behavior. Procedia - Social and Behavioral Sciences, 127, 892–896.

Davidson, J. R., Payne, V. M., Connor, K. M., Foa, E. B., Rothbaum, B. O., Hertzberg, M. A., & Weisler, R. H. (2005). Trauma, resilience and Saliostasis: effects of treatment in post-traumatic stress disorder. International clinical psychopharmacology, 20(1), 43-48.

Delgado, C., Upton, D., Ranse, K., Furness, T., & Foster, K. (2017). Nurses’ resilience and the emotional labour of nursing work: An integrative review of empirical literature. International Journal of Nursing Studies, 70, 71-88.

Delgado, C., Roche, M., Fethney, J., & Foster, K. (2020). Workplace resilience and emotional labour of Australian mental health nurses: Results of a national survey. International Journal of Mental Health Nursing, 29(1), 35-46.

Edwards, Marissa S. and N. Ashkanasy. “Emotions and failure in academic life: Normalising the experience and building resilience.” Journal of Management & Organization 24 (2018): 167-188.

Eisenberger, R., Huntington, R., Hutchison, S., & Sowa, D. (1986). Perceived organizational support. Journal of Applied Psychology, 71(3), 500–507. https://doi.org/10.1037/0021-9010.71.3.500

Hochschild, A. R. (2003). The commercialization of intimate life: Notes from home and work. Univ of California Press.

Lanz, J. J. (2015). Examining the impact of resilience on work stress and strains in nurses.

Lewig, K. A., & Dollard, M. F. (2003). Emotional dissonance, emotional exhaustion and job satisfaction in call centre workers. European Journal of Work and Organizational Psychology, 12(4), 366–392.

MacPhee, M., Skelton‐Green, J., Bouthillette, F., & Suryaprakash, N. (2012). An empowerment framework for nursing leadership development: supporting evidence. Journal of advanced nursing, 68(1), 159-169.

Marcus, B., & Schuler, H. (2004). Antecedents of counterproductive behavior at work: a general perspective. Journal of applied psychology, 89(4), 647.

Martinko, M. J., Gundlach, M. J., & Douglas, S. C. (2002). Toward an integrative theory of counterproductive workplace behavior: A causal reasoning perspective. International Journal of Selection and Assessment, 10(1‐2), 36-50.

Melvin, C. S. (2015). Historical review in understanding burnout, professional compassion fatigue, and secondary traumatic stress disorder from a hospice and palliative nursing perspective. Journal of Hospice & Palliative Nursing, 17(1), 66-72.

Morris, J. A., & Feldman, D. C. (1996). The dimensions, antecedents, and consequences of emotional labor. Academy of management review, 21(4), 986-1010.

Raman, P., Sambasivan, M., & Kumar, N. (2016). Counterproductive work behavior among frontline government employees: Role of personality, emotional intelligence, affectivity, emotional labor, and emotional exhaustion. Revista de Psicología del Trabajo y de las Organizaciones, 32(1), 25-37.

Riley, R., & Weiss, M. C. (2016). A qualitative thematic review: emotional labour in healthcare settings. Journal of advanced nursing, 72(1), 6-17.

Walsh, G. (2014). Extra-and intra-organizational drivers of workplace deviance. The Service Industries Journal, 34(14), 1134-1153.


Refbacks

  • There are currently no refbacks.