Hospitality employees' emotions in the workplace: a systematic review of recent literature

被引:45
|
作者
Hwang, YooHee [1 ]
Shi, Xiaolin [1 ]
Wang, Xingyu [1 ]
机构
[1] Hong Kong Polytech Univ, Sch Hotel & Tourism Management, Kowloon, Hong Kong, Peoples R China
关键词
Emotions; Hospitality employees; Conservation of resources theory; Emotional labor theory; Social exchange theory; WORK-FAMILY CONFLICT; SOCIAL-INTERACTION MODEL; JOB OUTCOMES EVIDENCE; NEGATIVE AFFECT; MODERATING ROLE; CUSTOMER ORIENTATION; PERSONAL RESOURCES; PERSPECTIVE-TAKING; LEISURE CONFLICT; HOTEL INDUSTRY;
D O I
10.1108/IJCHM-12-2020-1426
中图分类号
F [经济];
学科分类号
02 ;
摘要
Purpose This systematic review synthesizes the recent literature (2010-2020) on hospitality employees' emotions, affect and moods. This study has three objectives: to clarify the definitions of emotions, affect and moods; to explain how theories are integrated into understanding hospitality employees' emotions, affect and moods; and to assess how emotions, affect and moods are measured. Design/methodology/approach Using seven major databases, the authors selected 61 peer-reviewed academic journal articles published in hospitality outlets for review. We based our study on five stages of conducting a systematic review: scoping, planning, identification, screening and eligibility. Findings Affect is an umbrella term encompassing moods and emotions. Emotions are distinct from emotion-laden constructs, such as emotional labor and emotional intelligence. Theories on conservation of resources, emotional labor and social exchange have been most frequently used to understand hospitality employees' emotions. However, they overlooked the dynamic nature of emotions when using these theories. Hospitality researchers often used a subset of the positive and negative affect scale and did not discuss back-translation. Practical implications Hospitality employees' emotions lead to far-reaching consequences in attitudes, intentions and behaviors in work and non-work domains. Effective practices (e.g. creating a supportive climate) that help evoke positive employee emotions and reduce negative employee emotions are thus desirable. Originality/value Our findings crystallize the understanding of emotions, affect and moods of hospitality employees. We further provide a roadmap for future research on hospitality employees' emotions. Data triangulation, cross-cultural research and mixed emotions are novel opportunities for future research.
引用
收藏
页码:3752 / 3796
页数:45
相关论文
共 50 条
  • [21] Gamification in the Workplace: A Systematic Literature Review
    Ferreira, Ana Teresa
    Araujo, Alexandra M.
    Fernandes, Sandra
    Miguel, Isabel Cerca
    RECENT ADVANCES IN INFORMATION SYSTEMS AND TECHNOLOGIES, VOL 3, 2017, 571 : 283 - 292
  • [22] The Workplace Experiences of Transgender and Gender Diverse Employees: A Systematic Literature Review Using the Minority Stress Model
    Cancela, Daniel
    Stutterheim, Sarah E.
    Uitdewilligen, Sjir
    JOURNAL OF HOMOSEXUALITY, 2025, 72 (01) : 60 - 88
  • [24] A systematic review of Burnout studies from the Hospitality literature
    Ayachit, Madhura
    Chitta, Shyamsunder
    JOURNAL OF HOSPITALITY MARKETING & MANAGEMENT, 2022, 31 (02) : 125 - 144
  • [25] A systematic literature review on payment methods in hospitality and tourism
    Wang, Ruoyuan
    Chan, Chung-Shing
    INFORMATION TECHNOLOGY & TOURISM, 2025, : 1 - 27
  • [26] Disability Employment in the Hospitality Industry: A Systematic Literature Review
    Manoharan, Ashokkumar
    Hutchinson, Claire
    Treuren, Gerrit J. M.
    Madera, Juan M.
    CORNELL HOSPITALITY QUARTERLY, 2024, 65 (03) : 362 - 377
  • [27] GAMES AND SIMULATIONS IN HOSPITALITY EDUCATION: A SYSTEMATIC LITERATURE REVIEW
    Koelling, Lana
    Barreda, Albert A.
    Kageyama, Yoshimasa
    Cobos, Liza M.
    JOURNAL OF TOURISM MANAGEMENT RESEARCH, 2020, 7 (01): : 76 - 85
  • [28] Luxury hospitality: A systematic literature review and research agenda
    Jain, Varsha
    Wirtz, Jochen
    Salunke, Parth
    Nunkoo, Robin
    Sharma, Ayushi
    INTERNATIONAL JOURNAL OF HOSPITALITY MANAGEMENT, 2023, 115
  • [29] Collaborative innovation in tourism and hospitality: a systematic review of the literature
    Marasco, Alessandra
    De Martino, Marcella
    Magnotti, Fabio
    Morvillo, Alfonso
    INTERNATIONAL JOURNAL OF CONTEMPORARY HOSPITALITY MANAGEMENT, 2018, 30 (06) : 2364 - 2395
  • [30] A systematic review of the servant leadership literature in management and hospitality
    Bavik, Ali
    INTERNATIONAL JOURNAL OF CONTEMPORARY HOSPITALITY MANAGEMENT, 2020, 32 (01) : 347 - 382