Reducing burnout and enhancing job satisfaction: Critical role of hotel employees’ emotional intelligence and emotional labor

Abstract

Despite its strong theoretical relevance with emotional labor, employees' ability to understand and regulate emotions (i.e., emotional intelligence, EI) has seldom been studied, especially how it affects hotel employees responding to the firm's display rules (i.e., emotional labor) and experiencing burnout and job satisfaction. Thus, this study investigated direct and indirect effects of employees' EI on two different forms of emotional labor (i.e., emotional effort: EE; emotional dissonance: ED): burnout and job satisfaction. Data were collected from 309 customer-contact hotel employees and managers in the United States. Results of structural equation modeling showed that EI had a direct, positive effect on EE and personal accomplishment and a direct, negative effect on ED and depersonalization. EI was also found to indirectly affect job satisfaction and emotional exhaustion through the mediating roles of personal accomplishment and ED, respectively. Additionally, ED was found to directly affect depersonalization and indirectly affect job satisfaction through emotional exhaustion while EE directly affects personal accomplishment and indirectly affects job satisfaction through personal accomplishment. Finally, personal accomplishment was found to mediate the depersonalization–job satisfaction relationship. Managerial implications for human resource practices are provided.