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Article
Publication date: 9 October 2017

Xue Wu and An-Jin Shie

Drawing on the conservation of resources theory, this study aims to apply the emotional labour concept to illustrate about the relationship between customer orientation…

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Abstract

Purpose

Drawing on the conservation of resources theory, this study aims to apply the emotional labour concept to illustrate about the relationship between customer orientation (CO) and job burnout, further demonstrating how the relationship is established in the hospitality industry. This study intends to find that emotional intelligence moderates the relationship between CO and emotional labour.

Design/methodology/approach

The study uses descriptive statistical analysis and reliability analysis. Then, the study uses confirmatory factor analyses to ensure the model fit and discriminant validity of the measures. Finally, the hypothesised relationship model is tested and analysed via regression analysis.

Findings

The study finds three dimensions of emotional labour all partially mediated the relationship between CO and job burnout. Meanwhile, the study finds that emotional intelligence would moderate the relationship between CO and three dimensions of emotional labour.

Research limitations/implications

First, the respondents in this study come from five-star hotels in Beijing, China. As the results of this study are based on a sample of Chinese five-star hotel employees, the selection of a single service setting and a single country may raise concerns for the issue of generalisability. Thus, the findings of this study may not generalise to other hospitality contexts, other cultures or other times; research in other settings, geographical areas or times might yield different results.

Practical implications

High employee job burnout is a thorny problem in the hospitality industry, so it is a great challenge for hospitality management to solve high employee job burnout. As a personality resource, CO will decrease job burnout. Emotional labour is a common issue in hospitality. The study intends to explore the lived experiences of the frontline employees in hospitality industry to explain the role of CO directives on employee job burnout in an emotional labour perspective. The results give suggestions for the hospitality management.

Social implications

After reviewing of relevant literature, two research gaps are found. First, despite the amount of research showing a negative relationship between CO and job burnout, remarkably little is known about how these relationships are established. Second, a more important gap lies in overlooking the emotional nature of hospitality service work. The results of the study can fill the theoretical gap.

Originality/value

First, the recruitment and selection of frontline employees should incorporate an assessment of the level of CO. Second, hospitality management should teach and train the employees about the proper control of emotional labour. Third, the recruitment and selection of frontline employees should incorporate an assessment of the level of emotional intelligence; meanwhile, it is necessary to strengthen the emotional intelligence training.

Details

Journal of Chinese Human Resource Management, vol. 8 no. 2
Type: Research Article
ISSN: 2040-8005

Keywords

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Article
Publication date: 19 September 2016

Chi-Kuang Chen, Madi Kamba, An-Jin Shie and Jens Dahlgaard

The purpose of this paper is to develop a greenhouse gas (GHG) management model for mitigating GHG emission. GHG emission by way of human activities is causing…

Abstract

Purpose

The purpose of this paper is to develop a greenhouse gas (GHG) management model for mitigating GHG emission. GHG emission by way of human activities is causing catastrophic effects on the natural environment in the form of climate change and global warming. GHG management of different products, bodies and processes is going on worldwide, expressed through carbon footprints by using product life cycle assessment (LCA). LCA is a useful approach, but it only looks at the micro level of cause-effect scenarios rather than the macro level cause-effect scenarios of GHG emission. Therefore, a system to scrutinize underlined assumptions and values of such policies/strategies is an urgent necessity.

Design/methodology/approach

This paper uses the double-loop learning concept, which was proposed by Argyris in 1976, to develop a triple cause-effect model for the management of GHG emission. The proposed model has a knowledge system that introduces the learning loop of GHG emission and environmental impact management.

Findings

A case study is conducted to demonstrate how the proposed triple cause-effect model is operationalized. The ideas and benefits of the proposed model are further discussed.

Originality/value

A triple cause-effect model for the measurement and analysis of GHG emission is proposed in this paper to complement GHG management by using only product LCA. This paper seeks to show that GHG management should look at not only a single tree (product LCA approach) but also the whole forest (the proposed model).

Details

International Journal of Quality and Service Sciences, vol. 8 no. 3
Type: Research Article
ISSN: 1756-669X

Keywords

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Article
Publication date: 6 November 2017

Xue Wu, An-Jin Shie and David Gordon

The purpose of this paper is to examine whether the frontline employees’ emotional labour can illustrate the relationship between customer orientation (CO) and turnover…

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Abstract

Purpose

The purpose of this paper is to examine whether the frontline employees’ emotional labour can illustrate the relationship between customer orientation (CO) and turnover intention in the hospitality industry. The study applies the job demands and resources (JD-R) theory to explain the relationship between variables in the proposed model.

Design/methodology/approach

The paper surveys a sample of 378 frontline employees in the hospitality industry.

Findings

The findings of this study show that the CO is strongly and positively associated with turnover intention. The three dimensions of emotional labour are all partially mediated with the relationship between CO and turnover intention.

Research limitations/implications

The limitations of this study include the sample came from seven five-star hotels in Beijing, China. This study used perceptual self-reported measures, which may generate exaggerated relationships among variables. These issues are addressed in the analysis.

Practical implications

First, the recruitment and selection of frontline employees should incorporate an assessment of the level of CO. Second, hospitality management should train employees in the proper control of emotional labour.

Social implications

Hospitality should make efforts to supply job resources, such as providing delicious food; more promotion opportunities; better training and recreation programs; more clarified job definitions; and position autonomy. Moreover, good interpersonal relationships, regular recreational activities and sharing working experiences with colleagues may be applied to cope with job demands.

Originality/value

This study is to explain the roles of the three dimensions of emotional labour (surface acting, genuine emotion and deep acting) in the relationship between CO and turnover intention. More specifically, this study demonstrates why hospitality employees with high (or low) CO have low (or high) levels of turnover intention applying the concept of emotional labour based on JD-R theory.

Details

International Journal of Organizational Analysis, vol. 25 no. 5
Type: Research Article
ISSN: 1934-8835

Keywords

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Article
Publication date: 4 September 2019

Mohd Syahir Anwar Hamzah, Azhan Austad, Saiful Izwan Abd Razak and Nadirul Hasraf Mat Nayan

Over the years, electrical stimulation in drug delivery system holds particular interest in producing spatially and temporally controlled release mechanism. These systems…

Abstract

Purpose

Over the years, electrical stimulation in drug delivery system holds particular interest in producing spatially and temporally controlled release mechanism. These systems helped in localized doses drugs to be administrated and response efficiently at target site to achieve excellent healing effect in control microenvironment. Extensive research is needed in order to develop versatile electroactive biomaterials in the field of therapeutics applications. This paper aims to discuss this issue.

Design/methodology/approach

This work reports the development of polycaprolactone (PCL) electrospun coated with pectin/polyaniline (PANi) composite, which has been characterized and whose drug delivery application is ascertained. The composite has been characterized on its mechanical conductivity and wettability properties to evaluate best formulation. The analysis on morphological properties using scanning electron microscope (SEM) confirmed the formation of the dual-layer electro-responsive composite.

Findings

Among different formulations studied, the pectin/PANi composition (12 percent/3 percent) was found to be an optimized composition with ultimate tensile strength of 55.48±0.65 MPa and modulus strength of 63.30±0.43 MPa with 2.41×10–3 Scm−1 electrical percolation. The hydrophobic PCL electrospun reduced as coating material was introduced on top with optimum of 85.3 percent degree of swelling and water contact angle at 39.17±0.67°. SEM micrograph revealed strong interaction between dual-layer structures with interconnected porous of uniform fibers.

Originality/value

Overall, these data present a multiangle initial characterization of this novel dual-layer electro-responsive composite for applications in drug delivery. However, additional analysis should be performed in order to provide a clear verification as drug delivery scaffold.

Details

International Journal of Structural Integrity, vol. 10 no. 5
Type: Research Article
ISSN: 1757-9864

Keywords

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