Too Exhausted to Stay? Emotional Labour and Turnover Intentions of Hotel Frontline Employees
Abstract
In the service industry, frontline hotel employees are a typical group that are required to retain customers with emotional labour. Using resource retention theory as the theoretical foundation, this paper focuses on the hospitality industry and proposes a mediating effect model of emotional labour-emotional exhaustion-employee turnover intention and a moderating effect model with organizational support as the moderating variable. Emotional exhaustion plays a mediating role in the relationship between surface-level play and turnover intentions, and perceived organizational support plays a moderating role in the relationship between emotional exhaustion and turnover intentions, which provides practical guidance for hotel companies in managing their employees.
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DOI: http://dx.doi.org/10.18686/mmf.v6i8.8881
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