Does mindfulness reduce emotional exhaustion? A multilevel analysis of emotional labor among casino employees

被引：70
|
作者：
Li, Jun [1 ]
Wong, IpKin Anthony [2 ]
Kim, Woo Gon [3 ]
机构：
[1] Florida State Univ, Dedman Sch Hospitality, Univ Ctr B4116, 288 Champ Way, Tallahassee, FL 32306 USA
[2] City Univ Macau, Fac Int Tourism & Management, Ave Padre Tomas Pereira N402, Taipa, Macao, Peoples R China
[3] Florida State Univ, Univ Ctr B4116, Dedman Sch Hospitality, Int Ctr Hospitality Res & Dev, 288 Champ Way, Tallahassee, FL 32306 USA
来源：
INTERNATIONAL JOURNAL OF HOSPITALITY MANAGEMENT | 2017年 / 64卷
关键词：
Mindfulness; Surface acting; The climate of authenticity; Emotional exhaustion; SERVICE EXPERIENCE; MODERATING ROLE; WORK VALUES; SELF; AUTHENTICITY; BURNOUT; STRESS; PERFORMANCE; BEHAVIORS; IMPACT;
D O I：
10.1016/j.ijhm.2017.03.008
中图分类号：
F [经济];
学科分类号：
02 ;
摘要：
Mindfulness has received considerable attention over the past few years in prior psychology literature. However, the role of mindfulness has yet to receive sufficient attention in the service sector, especially the casino service sector. The objective of the current study is to examine whether casino frontline employees' perceptions of surface acting mediate the relationship between mindfulness and emotional exhaustion and to investigate the moderating role of a climate of authenticity in the process of their formation of emotional exhaustion. Hierarchical linear modeling results indicate that casino frontline employees' perceived mindfulness has a significant negative influence on their surface acting, which ultimately has a significant positive effect on their emotional exhaustion. In addition, the significant positive association between surface acting and emotional exhaustion is moderated by the authentic climate. A higher degree of authenticity within the climate weakens the positive impact of surface acting on casino employees' emotional exhaustion. (C) 2017 Elsevier Ltd. All rights reserved.
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页码：21 / 30
页数：10
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