Explaining the Link Between Emotional Labor and Turnover Intentions: The Role of In-Depth Communication

References

• Abraham, R. (1999). The impact of emotional dissonance on organizational commitment and intention to turnover. The Journal of Psychology, 133, 441–455. doi:10.1080/00223989909599754
   PubMed Web of Science ®Google Scholar
• Ashforth, B. E., & Humphrey, R. H. (1993). Emotional labor in service roles: The influence of identity. Academy of Management Review, 18, 88–115.
   Web of Science ®Google Scholar
• Awad, T. A., & Alhashemi, S. E. (2012). Assessing the effect of interpersonal communications on employees’ commitment and satisfaction. International Journal of Islamic and Middle Eastern Finance and Management, 5, 134–156. doi:10.1108/17538391211233425
   Google Scholar
• Bartlett, J. E., Kotrlik, J., & Higgins, C. (2001). Organizational research: Determining appropriate sample size in survey research appropriate sample size in survey research. Information Technology, Learning, and Performance Journal, 19, 43–50.
   Web of Science ®Google Scholar
• Bennis, W., Cherniss, C., & Goleman, D. (2003). The emotionally intelligent workplace: How to select for, measure, and improve emotional intelligence in individuals, groups, and organizations. San Francisco, CA: John Wiley & Sons.
   Google Scholar
• Biron, M., & Van Veldhoven, M. (2012). Emotional labour in service work: Psychological flexibility and emotion regulation. Human Relations, 65, 1259–1282. doi:10.1177/0018726712447832
   Web of Science ®Google Scholar
• Boswell, W. R., & Olson-Buchanan, J. B. (2007). The use of communication technologies after hours: The role of work attitudes and work-life conflict. Journal of Management, 33, 592–610. doi:10.1177/0149206307302552
   Web of Science ®Google Scholar
• Brislin, R. W. (1980). Translation and content analysis of oral and written material. In H. C. Triandis & J. W. Berry (Eds.), Handbook of cross-cultural psychology: Vol. 2. Methodology (pp. 349–444). Boston, MA: Allyn & Bacon.
   Google Scholar
• Chau, S. L., Dahling, J. J., Levy, P. E., & Diefendorff, J. M. (2009). A predictive study of emotional labor and turnover. Journal of Organizational Behavior, 30, 1151–1163. doi:10.1002/job.617
   Web of Science ®Google Scholar
• Cohen, S., & Wills, T. A. (1985). Stress, social support, and the buffering hypothesis. Psychological Bulletin, 98, 310–357. doi:10.1037/0033-2909.98.2.310
   PubMed Web of Science ®Google Scholar
• Coleman, J. S. (1988). Social capital in the creation of human capital. The American Journal of Sociology, 94, 95–120. doi:10.1086/228943
   Web of Science ®Google Scholar
• Cotton, J. L., & Tuttle, J. M. (1986). Employee turnover: A meta-analysis and review with implications for research. Academy of Management Review, 11, 55–70.
   Web of Science ®Google Scholar
• Diefendorff, J. M., Croyle, M. H., & Gosserand, R. H. (2005). The dimensionality and antecedents of emotional labor strategies. Journal of Vocational Behavior, 66, 339–357. doi:10.1016/j.jvb.2004.02.001
   Web of Science ®Google Scholar
• Fang, R., Duffy, M. K., & Shaw, J. D. (2011). The organizational socialization process: Review and development of a social capital model. Journal of Management, 37, 127–152. doi:10.1177/0149206310384630
   Web of Science ®Google Scholar
• Fenlason, K. J., & Beehr, T. A. (1994). Social support and occupational stress: Effects of talking to others. Journal of Organizational Behavior, 15, 157–175. doi:10.1002/(ISSN)1099-1379
   Web of Science ®Google Scholar
• Festinger, L. (1954). A theory of social comparison processes. Human Relations, 7, 117–140. doi:10.1177/001872675400700202
   Web of Science ®Google Scholar
• Gardner, W. L., Fischer, D., & Hunt, J. G. J. (2009). Emotional labor and leadership: A threat to authenticity? The Leadership Quarterly, 20, 466–482. doi:10.1016/j.leaqua.2009.03.011
   Web of Science ®Google Scholar
• Goldberg, L. S., & Grandey, A. A. (2007). Display rules versus display autonomy: Emotion regulation, emotional exhaustion, and task performance in a call center simulation. Journal of Occupational Health Psychology, 12, 301–318. doi:10.1037/1076-8998.12.3.301
   PubMed Web of Science ®Google Scholar
• Golden, T. D. (2006). Avoiding depletion in virtual work: Telework and the intervening impact of work exhaustion on commitment and turnover intentions. Journal of Vocational Behavior, 69, 176–187. doi:10.1016/j.jvb.2006.02.003
   Web of Science ®Google Scholar
• Goodwin, R. E., Groth, M., & Frenkel, S. J. (2011). Relationships between emotional labor, job performance, and turnover. Journal of Vocational Behavior, 79, 538–548. doi:10.1016/j.jvb.2011.03.001
   Web of Science ®Google Scholar
• Grandey, A. A. (2000). Emotional regulation in the workplace: A new way to conceptualize emotional labor. Journal of Occupational Health Psychology, 5, 95–110. doi:10.1037/1076-8998.5.1.95
   PubMedGoogle Scholar
• Grandey, A., Foo, S. C., Groth, M., & Goodwin, R. E. (2012). Free to be you and me: A climate of authenticity alleviates burnout from emotional labor. Journal of Occupational Health Psychology, 17, 1–14. doi:10.1037/a0025102
   PubMed Web of Science ®Google Scholar
• Gross, J. (2002). Emotion regulation: Affective, cognitive, and social consequences. Psychophysiology, 39, 281–291. doi:10.1017/S0048577201393198
   PubMed Web of Science ®Google Scholar
• Halbesleben, J. R. B., Neveu, J.-P., Paustian-Underdahl, S. C., & Westman, M. (2014). Getting to the COR: Understanding the role of resources in conservation of resources theory. Journal of Management, 40, 1334–1364. doi:10.1177/0149206314527130
   Web of Science ®Google Scholar
• Hayes, A. F. (2013). Introduction to mediation, moderation, and conditional process analysis: A regression-based approach. Guilford, NY: Guilford Press.
   Google Scholar
• Hinkin, T. R., & Tracey, J. B. (2000). The cost of turnover: Putting a price on the learning curve. Cornell Hotel and Restaurant Administration Quarterly, 41, 14–21. doi:10.1177/001088040004100313
   Google Scholar
• Hobfoll, S. E. (2001). The influence of culture, community, and the nested-self in the stress process: Advancing conservation of resources theory. Applied Psychology, 50, 337–421. doi:10.1111/apps.2001.50.issue-3
   Web of Science ®Google Scholar
• Hochschild, A. R. (1983). The managed heart. Berkeley, CA: University of California Press.
   Google Scholar
• Holtom, B. C., Mitchell, T. R., Lee, T. W., & Eberly, M. B. (2008). Turnover and retention research: A glance at the past, a closer review of the present, and a venture into the future. The Academy of Management Annals, 2, 231–274. doi:10.1080/19416520802211552
   Web of Science ®Google Scholar
• Hom, P. W., & Griffeth, R. W. (1991). Structural equations modeling test of a turnover theory: Cross-sectional and longitudinal analyses. Journal of Applied Psychology, 76, 350–366. doi:10.1037/0021-9010.76.3.350
   Web of Science ®Google Scholar
• Hülsheger, U. R., & Schewe, A. F. (2011). On the costs and benefits of emotional labor: A meta-analysis of three decades of research. Journal of Occupational Health Psychology, 16(3), 361–389. doi:10.1037/a0022876
   PubMed Web of Science ®Google Scholar
• Judge, T. A., Woolf, E. F., & Hurst, C. (2009). Is emotional labor more difficult for some than for others? A multilevel, experience-sampling study. Personnel Psychology, 62, 57–88. doi:10.1111/peps.2009.62.issue-1
   Web of Science ®Google Scholar
• Jung, H. S., & Yoon, H. H. (2014). Antecedents and consequences of employees’ job stress in a foodservice industry: Focused on emotional labor and turnover intent. International Journal of Hospitality Management, 38, 84–88. doi:10.1016/j.ijhm.2014.01.007
   Web of Science ®Google Scholar
• Karatepe, O. M. (2010). The effect of positive and negative work-family interaction on exhaustion: Does work social support make a difference? International Journal of Contemporary Hospitality Management, 22, 836–856. doi:10.1108/09596111011063115
   Web of Science ®Google Scholar
• Kim, T.-Y., & Leung, K. (2007). Forming and reacting to overall fairness: A cross-cultural comparison. Organizational Behavior and Human Decision Processes, 104, 83–95. doi:10.1016/j.obhdp.2007.01.004
   Web of Science ®Google Scholar
• Kim, T. T., Yoo, J. J.-E., Lee, G., & Kim, J. (2012). Emotional intelligence and emotional labor acting strategies among frontline hotel employees. International Journal of Contemporary Hospitality Management, 24, 1029–1046. doi:10.1108/09596111211258900
   Web of Science ®Google Scholar
• Kruml, S. M., & Geddes, D. (2000). Exploring the dimensions of emotional labor: The heart of Hochschild’s work. Management Communication Quarterly, 14, 8–49. doi:10.1177/0893318900141002
   Google Scholar
• Lam, W., & Chen, Z. (2012). When I put on my service mask: Determinants and outcomes of emotional labor among hotel service providers according to affective event theory. International Journal of Hospitality Management, 31, 3–11. doi:10.1016/j.ijhm.2011.04.009
   Web of Science ®Google Scholar
• Lam, W., Huo, Y., & Chen, Z. (2010, August). Why do we need someone who is fit to serve? Person-job fit, customer desirability, and emotional labor. Paper presented at International Conference on Emotions and Worklife, Montreal, Canada.
   Google Scholar
• Lamm, E., & Meeks, M. D. (2009). Workplace fun: The moderating effects of generational differences. Employee Relations, 31, 613–631. doi:10.1108/01425450910991767
   Google Scholar
• Lee, T. W., Burch, T. C., & Mitchell, T. R. (2014). The story of why we stay: A review of job embeddedness. The Annual Review of Organizational Psychology and Organizational Behavior, 1, 199–216. doi:10.1146/annurev-orgpsych-031413-091244
   Google Scholar
• Lin, J., & Lin, C. (2011). What makes service employees and customers smile: Antecedents and consequences of the employees’ affective delivery in the service encounter. Journal of Service Management, 22, 183–201. doi:10.1108/09564231111124217
   Web of Science ®Google Scholar
• Liu, D., Mitchell, T., Lee, T., Holtom, B., & Hinkin, T. (2012). When employees are out of step with coworkers: How job satisfaction trajectory and dispersion influence individual- and unit-level voluntary turnover. Academy of Management Journal, 55, 1360–1380. doi:10.5465/amj.2010.0920
   Web of Science ®Google Scholar
• Luong, A. (2005). Affective service display and customer mood. Journal of Service Research, 8, 117–130. doi:10.1177/1094670505279341
   Web of Science ®Google Scholar
• Lv, Q. (2004). The characteristics of empathy and its relation with communication ( Unpublished doctoral dissertation). Beijing Normal University, Beijing, China.
   Google Scholar
• Ma, R. (2011). Social relations (guanxi): A Chinese approach to interpersonal communication. China Media Research, 7, 25–33.
   Google Scholar
• McCance, A. S., Nye, C. D., Wang, L., Jones, K. S., & Chiu, C. (2013). Alleviating the burden of emotional labor: The role of social sharing. Journal of Management, 39, 392–415. doi:10.1177/0149206310383909
   Web of Science ®Google Scholar
• Mikolajczak, M., Menil, C., & Luminet, O. (2007). Explaining the protective effect of trait emotional intelligence regarding occupational stress: Exploration of emotional labor processes. Journal of Research in Personality, 30, 1–19.
   Google Scholar
• Mobley, W. H., Horner, S. O., & Hollingsworth, A. T. (1978). An evaluation of precursors of hospital employee turnover. Journal of Applied Psychology, 63, 408–414. doi:10.1037/0021-9010.63.4.408
   PubMed Web of Science ®Google Scholar
• Moon, T. W., Hur, W.-M., & Jun, J.-K. (2013). The role of perceived organizational support on emotional labor in the airline industry. International Journal of Contemporary Hospitality Management, 25, 105–123. doi:10.1108/09596111311290246
   Web of Science ®Google Scholar
• Mossholder, K. W., Settoon, R. P., & Henagan, S. C. (2005). A relational perspective on turnover: Examining structural, attitudinal, and behavioral predictors. Academy of Management Journal, 48, 607–618. doi:10.5465/AMJ.2005.17843941
   Web of Science ®Google Scholar
• Parkinson, B., & Totterdell, P. (1999). Classifying affect-regulation strategies. Cognition & Emotion, 13, 277–303. doi:10.1080/026999399379285
   Web of Science ®Google Scholar
• Rupp, D. E., McCance, A. S., Spencer, S., & Sonntag, K. (2008). Customer (in)justice and emotional labor: The role of perspective taking, anger, and emotional regulation. Journal of Management, 34, 903–924. doi:10.1177/0149206307309261
   Web of Science ®Google Scholar
• Sigala, M. (2005). Integrating customer relationship management in hotel operations: Managerial and operational implications. International Journal of Hospitality Management, 24, 391–413. doi:10.1016/j.ijhm.2004.08.008
   Google Scholar
• Sonnentag, S. (2003). Recovery, work engagement, and proactive behavior: A new look at the interface between non-work and work. Journal of Applied Psychology, 88, 518–528. doi:10.1037/0021-9010.88.3.518
   PubMed Web of Science ®Google Scholar
• Star Rating Scheme of China. (2010). Retrieved from www.china.com.cn/travel/hotel/
   Google Scholar
• Taylor, J. R., & Van Every, E. J. (1999). The emergent organization: Communication as its site and surface. Mahwah, NJ: Routledge.
   Google Scholar
• Tews, M. J., Michel, J. W., & Ellingson, J. E. (2013). The impact of coworker support on employee turnover in the hospitality industry. Group & Organization Management, 38, 630–653. doi:10.1177/1059601113503039
   Web of Science ®Google Scholar
• Tsang, E. W., & Kwan, K.-M. (1999). Replication and theory development in organizational science: A critical realist perspective. Academy of Management Review, 24, 759–780.
   Web of Science ®Google Scholar
• Williams, C. (2003). Sky service: The demands of emotional labour in the airline industry. Gender, Work and Organization, 10, 513–550. doi:10.1111/gwao.2003.10.issue-5
   Web of Science ®Google Scholar
• Wu, C. H.-J., & Liang, R.-D. (2009). Effect of experiential value on customer satisfaction with service encounters in luxury-hotel restaurants. International Journal of Hospitality Management, 28(4), 586–593. doi:10.1016/j.ijhm.2009.03.008
   Web of Science ®Google Scholar
• Yagil, D. (2014). Trust in the supervisor and authenticity in service roles. Journal of Service Management, 25, 411–426. doi:10.1108/JOSM-09-2012-0199
   Web of Science ®Google Scholar