Organizational injustice and emotional labor of hotel front-line employees
Organizational injustice and emotional labor of hotel front-line employees
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DOI：
10.1016/j.ijhm.2018.10.022
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发表时间：
2019-04
影响因子：
11.7
通讯作者：
V. Shapoval
中科院分区：
文献类型：
--
作者：
V. Shapoval
本研究运用公平与评价理论整合组织公平与情绪劳动的四个维度，探讨组织不公平与情绪劳动的关系。本研究考察了一线酒店员工对顾客不公平（人际和信息）、程序和分配不公平的感知及其对员工情绪劳动和后续工作满意度的影响。研究结果表明，分配不公对酒店员工的情绪劳动有影响，而信息不公和程序不公对情绪劳动的影响则受到性别的调节。
Using equity and appraisal theories to integrate four dimensions of organizational justice and emotional labor, this study examines effects of organizational injustice and emotional labor. Perceptions of front-line hotel employees of customer injustice (interpersonal and informational), procedural and distributive injustice and their perceived effect on employees’ emotional labor and subsequent job satisfaction were examined. Our finding suggests the distributive injustice had an effect on hotel employees’ emotional labor, while effects of informational and procedural injustice on emotional labor were moderated by gender.