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Open AccessArticle

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

by Yong Yang 1,2,*, Fan Yang 1, Jingzhu Cao 1,2 and Bo Feng 1,2
1
School of Business Administration, Northeastern University, Shenyang 110167, China
2
School of Management, Northeastern University at Qinhuangdao, Qinhuangdao 066004, China
*
Author to whom correspondence should be addressed.
Int. J. Environ. Res. Public Health 2020, 17(12), 4314; https://doi.org/10.3390/ijerph17124314
Received: 14 May 2020 / Revised: 10 June 2020 / Accepted: 13 June 2020 / Published: 17 June 2020
(This article belongs to the Special Issue Occupational Health Psychology)
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. View Full-Text
Keywords: multifoci service orientation; multifoci social capital; emotional labor; multilevel analysis multifoci service orientation; multifoci social capital; emotional labor; multilevel analysis
MDPI and ACS Style

Yang, Y.; Yang, F.; Cao, J.; Feng, B. The Multilevel Mechanism of Multifoci Service Orientation on Emotional Labor: Based on the Chinese Hospitality Industry. Int. J. Environ. Res. Public Health 2020, 17, 4314.

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