EMOTIONAL LABOR: AN ENTREPRENUERIAL PERSPECTIVE

Steven W. Day, North Carolina Central University, U.S.A.

Published in

INTERNATIONAL JOURNAL OF STRATEGIC MANAGEMENT
Volume 19, Issue 1, p39-50, June 2019

ABSTRACT

This study explores the relationships between the dimensions and the outcomes of emotional labor. Hochschild’s emotional management theory along with Kruml & Geddes’s two dimensional model of emotional labor were utilized as the framework for this study. The study examines entrepreneurs and leaders in the restaurant sector of the tourism and hospitality industry. The objectives of this study is to extend the field of emotional labor by integrating entrepreneurship and leadership. Multiple regression analysis was used to test the direct relationships and hierarchical moderated regression was used to test moderation. Empirical support was evident for the variables emotive dissonance and emotive effort having a significant positive relationship with emotional exhaustion. No support was found to indicate that leadership type moderated relationship between the emotional labor dimensions and emotional exhaustion.

Keywords

Emotional Labor, Surface acting, Deep acting, Emotional Exhaustion, Emotional dissonance, Emotive effort


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