Managing emotional labor for service quality: A cross-level analysis among hotel employees

This study aims is to unify the concepts of emotional labor and service quality on the basis of job demands–resources theory, which is associated with engagement and burnout in working environments. This study draws upon a sample of data on 863 subordinate–supervisor dyads in 92 service teams at 46 international tourist hotels. The results of hierarchical linear modeling showed that emotional deep acting is positively related to work engagement...