文章基本信息

标题：Emotional labor as the underlying mechanism in the relationship between emotional stability and affective commitment: A study in the hospitality industry
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作者：Siwa Kantha Subhiksa ; Debora Eflina Purba
期刊名称：Jurnal Manajemen dan Pemasaran Jasa
印刷版ISSN：0216-3780
电子版ISSN：2442-9732
出版年度：2021
卷号：14
期号：1
页码：1-18
DOI：10.25105/jmpj.v14i1.7375
出版社：Universitas Trisakti
摘要：This study aims to examine the mediating effects of emotional labor variables, namely emotive effort and dissonance resulting from deep and surface acting strategies, which are based on the relationship between emotional stability and affective commitment. 249 data were obtained from the hospitality industry in major cities in Indonesia and were analyzed using a mediation technique. The results showed that emotive effort mediated the relationship between emotional stability and affective commitment. Furthermore, it was also shown that emotive dissonance did not mediate the relationship between emotional stability and affective commitment.
关键词：Affective commitment; emotional stability; emotive dissonance; emotive effort; deep acting; surface acting