کد مقاله کد نشریه سال انتشار مقاله انگلیسی نسخه تمام متن
1010109 1482519 2009 10 صفحه PDF دانلود رایگان
عنوان انگلیسی مقاله ISI
Emotional dissonance and emotional exhaustion among hotel employees in Nigeria
موضوعات مرتبط
علوم انسانی و اجتماعی مدیریت، کسب و کار و حسابداری استراتژی و مدیریت استراتژیک
پیش نمایش صفحه اول مقاله
Emotional dissonance and emotional exhaustion among hotel employees in Nigeria
چکیده انگلیسی

The purpose of this study was to develop and test a model, which investigated emotional dissonance and emotional exhaustion among employees in frontline service jobs. Data were gathered via self-administered questionnaires from a sample of frontline hotel employees in Nigeria, which is one of the neglected developing sub-Saharan countries in the African continent. The results of the hierarchical multiple regression analyses demonstrated a number of significant direct and partial mediating effects and provided support for the majority of the hypothesized relationships. Specifically, emotional dissonance partially mediated the relationships of negative affectivity and intrinsic motivation with emotional exhaustion. The results also revealed that emotional exhaustion partially mediated the effect of emotional dissonance on turnover intentions. Unexpectedly, emotional dissonance was found to be positively related to job performance. Implications for frontline employees and their managers and directions for future research are discussed.

ناشر
Database: Elsevier - ScienceDirect (ساینس دایرکت)
Journal: International Journal of Hospitality Management - Volume 28, Issue 3, September 2009, Pages 349–358
نویسندگان
, ,