Why do you feel stressed in a “smile factory”?

Xinyuan Zhao · Richard F. Ghiselli

149 citations0/0 files storedInternational Journal of Contemporary Hospitality Management

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Job Satisfaction and Organizational Behavior Work-Family Balance Challenges Emotional Labor in Professions

Abstract

Purpose – This study aims to theoretically construct the role of hospitality job characteristics (HJCs), conceptually identify specific HJCs and empirically examine the relationships of these to work–family conflict and job stress. Hospitality employees work in a “smile factory” – often under stress. Design/methodology/approach – Data were collected from 346 hotel employees in China and analyzed using structural equation modeling (SEM) and a series of hierarchical regression analyses (HRA). Findings – The SEM results confirmed the general role of HJCs as a job stressor, and the HRA findings differentiated the specific impacts of the characteristics on work–family conflict and job stress. Research limitations/implications – The survey was cross-sectional and correlational in nature. Furthermore, the results were also from selected hotels, and the respondents do not fully represent all hotel employees. Finally, the measures of hospitality job uniqueness were employees’ subjective agreement on the given statements. Practical implications – The study offers a systematic framework of specific job characteristics in the hospitality context for the reconciliation of previously inconsistent research findings. The findings may also be useful to hospitality managers as they attempt to analyze and understand the specific job characteristics that are the most salient reasons for withdrawal attitudes and behaviors. Originality/value – The present study identified the list of HJCs by summarizing previous studies and examining the roles of HJCs in work attitudes among hospitality employees. These efforts could be helpful both for scholars by constructing a consistent base for future research and for managers by precisely analyzing the specific job attributes.

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References

1981Evaluating Structural Equation Models with Unobservable Variables and Measurement Error 1988On the Evaluation of Structural Equation Models 1989Conservation of resources: A new attempt at conceptualizing stress.2007The Job Demands‐Resources model: state of the art 1976Motivation through the design of work: test of a theory 1985Sources of Conflict between Work and Family Roles 1987Practical Issues in Structural Modeling 1985Sources of Conflict Between Work and Family Roles

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2020Corporate social responsibility, employee engagement, well-being and the task performance of frontline employees 2017Effect of job insecurity on frontline employee’s performance 2017Work engagement and turnover intentions 2018Effects of individual and job characteristics on hotel contact employees’ work engagement and their performance outcomes 2017Does hotel employees’ quality of work life mediate the effect of psychological capital on job outcomes?

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