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This study aims to test a theoretical research model specifying how two emerging job stressors, i.e. centralized authority and reporting requirements, influence hotel managers’ well-being. A mediated model through reappraisal is hypothesized.

The model was tested on 600 Norwegian and Swedish hotel managers using a questionnaire survey (72 per cent response rate). Data were analyzed using descriptive statistics, confirmatory factor analyses, correlation and structural equation modeling, which included bootstrapping.

Job stressors were negatively related to well-being, whereas reappraisal had a positive influence on well-being. A positive relationship was found between reporting requirements and reappraisal, while the opposite appeared for centralized authority. A negative mediating role of reappraisal existed in the relationship between centralized authority and well-being, while there was a positive one in the relationship between reporting requirements and well-being.

The findings will have important implications for management practices, as they illuminate how job stressors reduce well-being on the one hand and how reappraisal positively influences well-being on the other. This knowledge indicates that reappraisal is important for well-being when faced with stressful environments. The findings illustrate the importance of controlling stress in the managerial environment, and for hotel managers to maintain the ability to reappraise.

The study advances the knowledge of the managerial role, as well as the importance of reappraisal and well-being. This is the first empirical study among hotel managers testing a research model that illustrates how job stressors and reappraisal influence well-being.

It is widely accepted that educational leaders and teachers need to manage and regulate their emotions continually, mainly because schooling and teaching processes expose many emotions. Thus, the purpose of this paper is to trace the ways Israeli assistant principals, both Arab and Jewish, manage their emotions at work.

Based on semi-structured interviews with 15 assistant principals, it was found that they are required to manage their emotions in accordance with entrenched emotion rules in the culture and society.

Most of the Jewish female APs tend to display warmth and empathy toward teachers in order to better understand their personal needs and professional performances. In contrast, Arab APs suppressed or fabricated emotional expression in their discourse with teachers and parents, in order to maintain a professional façade and retain the internal cohesion of the school. Both groups of APs believed their emotion regulation results in higher level of harmony in the school. Empirical and practical suggestions are put forward.

The paper is original and contributes to the theoretical and practical knowledge.

Despite knowledge of the destructive effect of abusive supervision on several individual and organizational outcomes, the construct remains scarcely investigated, especially in Indian organizations. Drawing upon the conservation of resources theory, the purpose of this paper is to explore the linkage between abusive supervision (an interpersonal stressor) and subordinate’s intention to quit and to focuss on the moderating role of subordinate’s emotional intelligence as a neutralizer in curbing the pernicious effect of abusive supervision on subordinate’s intention to quit.

The participants of this study were 353 healthcare professionals working in a large Indian hospital chain having all India presence. The authors have collected data on our predictor and criterion variables at two time points with a separation of three to four weeks for reducing common method bias (Podsakoff et al., 2012). At Time 1, participants rated the perception of their supervisor’s abusiveness and answered few demographic questions. At Time 2, participants completed measures of intention to quit and their emotional intelligence.

The finding of this study corroborates the assertion that subordinates who perceive their supervisors to be abusive have higher intension to quit organization. But surprisingly, this study reports that the moderating effect of emotional intelligence showed stronger relationship between abusive supervision and intention to quit when emotional intelligence is high than low.

Organization should take serious note of supervisors or managers that are abusive or are perceived to be abusive by their subordinates. As it is impossible to completely eradicate abusive and deviant supervisory behaviors at workplace, these toxic behaviors can be checked at several levels like hiring people high on emotional intelligence and through imparting emotional intelligence training and counseling to both the accused and the victim.

The study finds support to the relationship between abusive supervision and intention to quit in Indian context. The finding of this study fails to empirically corroborate the assumption that emotional intelligence will act as a neutralizer in mitigating the pernicious effect of abusive supervision on subordinates’ intention to quit.

The purpose of this paper is to investigate the influence of employees’ trait rumination on the variability of their state rumination and the continuing influence on their negative affect at home.

A time-lagged experience sampling method was used for the data collection from full-time employees in the hotel industry. The hypotheses were tested with multilevel modeling using a random coefficient modeling approach.

Hotel employees who are high in trait rumination generally show high levels of state rumination and greater within-person variability in state rumination over time. Additionally, the negative effects of workplace state rumination can last until employees come home and the next day before going to work. Furthermore, employees who are high in trait rumination are more likely to be influenced by state rumination, as they experience more negative affect after arriving home.

Rumination has been shown to decrease hotel employee overall well-being. The findings of this study provide suggestions for remedial measures that can be taken by hotel organizations to help employees address ruminative thinking.

Drawing on response styles and work/family border theories, this study contributes to the rumination literature by considering both trait rumination and state rumination in a broader context. For a comprehensive understanding of the dynamic temporal characteristics of state rumination, this study considers the net intraindividual variability of state rumination as the outcome of trait rumination.

This study aims to investigate the impact of service employees’ agreeableness personality and daily self-esteem on their daily interpersonal behaviors in terms of interpersonal harmony and counterproductive work behavior toward other individuals (CWB-I). Furthermore, this study examines whether the impact of daily self-esteem on daily interpersonal behaviors is moderated by the quality of service employees’ relationship with their manager and leader–member exchange (LMX).

Using a sample of 111 restaurant employees in China who took daily surveys with 1,412 ratings for 10 consecutive days, a longitudinal analysis was conducted to test the research hypotheses using hierarchical linear modeling.

The results show that agreeableness personality predicted daily interpersonal harmony but had no significant effect on daily CWB-I. It was also found that daily self-esteem predicted both daily interpersonal harmony and daily CWB-I, and LMX moderated the effect of daily self-esteem on daily interpersonal behaviors.

Given the fluctuation of employees’ interpersonal behaviors, organizations should guide the variability of interpersonal behaviors in the positive direction. To promote daily interpersonal harmony and reduce daily CWB-I, managers could focus on recruiting employees with agreeableness, offering daily self-esteem training and enhancing the quality of LMX.

This research is unique in its objectives to examine what influences service employees’ interpersonal behaviors on a daily basis and its methods to implement a longitudinal approach unlike previous studies that often relied on cross-sectional designs to enhance the ecological validity of the findings.

Within the theoretical frameworks of conservation of resources and job demands-resources (JD-R), the study aims to examine how sleep deficit could be negatively related to creativity at work by depleting critical resources of creativity.

The survey data were collected from 368 individuals nested in 40 teams at a call center. The authors conducted multilevel analysis to test the proposed hypotheses to account for the hierarchical nature of the data while simultaneously estimating the effect of predictors at different levels on individual-level outcomes and maintaining the predictors' level of analysis.

Through the data, the study presents how the depletion of resource, that is, emotional exhaustion, functions as a mediating mechanism that connects sleep deficit to creativity at work. Further, the study presents that higher job demands can worsen the negative effects of resource depletion on creativity at work because they further deplete resources needed for creative behaviors. Specifically, when sleep-deprived, those working in a high-task-interdependence climate are likely to experience emotional exhaustion more severely than do those in a low-task-interdependence climate. Also, the relationship between emotional exhaustion and creativity is more negative for managers than for non-managers because of managers' higher job demands.

By presenting sleep deficit-linked inhibitors of creativity at work, the authors highlight the importance of securing sufficient sleep and affective resources when designing jobs and HR practices in organizations.

This paper addresses the call for attention to examining the mechanisms through which sleep deficit affects employee creative behavior.

The purpose of this paper is to integrate tenets from the appraisal-based model of self-conscious emotions and the compass of shame theory to examine restaurant frontline employees’ experience of shame following service failures, and how shame influences employees’ job attitude and behaviors. In addition, employees’ industry tenure is identified as an individual factor influencing the impacts of shame in resorting to literature on aging in emotion regulation.

Using a survey methodology, 217 restaurant frontline employees and their supervisors in Turkey provided survey data. Partial least squares (PLS) method using SmartPLS 3.3.3 was used for data analysis.

The results indicated the maladaptive nature of shame following service failures as a salient self-conscious emotion, as it was negatively related to employee outcomes. Moreover, employees’ industry tenure played a moderating role that influences the impacts of shame on commitment to customer service.

Managers should attend to frontline employees’ shame experience depending on their industry experience and adopt appropriate emotion intervention (e.g. cognitive reappraisal) or create error management culture to eliminate the negative effects of shame.

This study advances our understanding of a powerful but understudied emotional experience, shame, in a typical shame-eliciting hospitality work setting (e.g. service failures). Shame has been linked with commitment to customer service and error reporting. In addition, industry tenure has been identified as a boundary condition to help clarify previous inconsistent findings in regard to the adaptive/maladaptive nature of shame.

The purpose of this study was to examine a moderated mediation model of job dissatisfaction and workplace social support in the relationship between work–life conflict and turnover intentions.

Data were collected in a cross-sectional survey of 220 police investigation officers. Partial least squares structural equation modeling was applied for data analysis.

Empirical findings of study indicate that work–life conflict enhances employee turnover intentions by creating job dissatisfaction. However, workplace social support buffers this effect and reduces turnover intentions by weakening the effect of work–life conflict on job dissatisfaction.

This study contributes to personnel management and organizational psychology literature by explaining how workplace social support can affect the mediating process of job dissatisfaction through which the relationship between work–life conflict and turnover intentions is determined. The limitations are related to external validity, single source data and cross-sectional nature of data.

Organizational leaders and practitioners can take insights from the findings of this study that if workplace social support prevails at a level greater than work–life conflict, it will nullify or suppress the effect of work–life conflict on turnover intentions by reducing job dissatisfaction.

The originality value of this study is that it has addressed the scarcity of testing boundary conditions of the indirect effect of work–life conflict on turnover intentions through job dissatisfaction.

This study examines how and under what conditions jobs involving surface acting as key employee performance requirements induce work–family conflict (WFC) and thus negatively impact employees' family lives. Drawing from stress theories, the authors modeled emotional exhaustion as a mediator and trait anxiety and education level as moderators in the surface acting–WFC relation.

Applying the time-lagged design, the authors collected data from 203 service sector employees whose jobs involved frequent interactions with customers. The authors assessed surface acting, trait anxiety and level of education at time 1, emotional exhaustion at time 2 and WFC at time 3 with a three-week time lag between each wave.

The study results confirmed that surface acting drained the emotional energies of the employees who on reaching homes were not able to attend to their family needs, thus experiencing WFC. The authors also found that employees who were high in trait anxiety and education level suffered most from emotional exhaustion and WFC.

To mitigate the harmful effects of surface acting, organizations should ensure that their employees who must perform surface acting have sufficient time off from their roles, such as regular breaks, free evenings and vacations to prevent emotional exhaustion. The authors further recommend hiring only those customer care candidates who have low tendencies to be anxious while interacting with customers.

This study integrates and extends both the emotional labor and WFC literature. This research answers the earlier calls for research on the effects of personality on WFC. Contrary to the expectation, the study reveals that a higher level of education does not buffer the impact of emotional exhaustion on WFC; it rather intensifies the harmful effect of emotional exhaustion on WFC.

Smiles displayed at varying intensities by service providers may result in different social judgments by customers, affecting decision-making. This study investigates the joint effect of customers' sense of power (low vs. high) and service providers' smile intensity (slight vs. broad) on their warmth and competence perceptions in service encounters.

The authors conducted four experiments based on the Stereotype Content Model (SCM) of social judgments and the agentic-communal model of power, and assessed the impact of perceived power and smile intensity in different service encounter contexts.

The interaction effect of customers' sense of power (low vs. high) and service providers' smile intensity (slight vs. broad) influences customers' social judgments (warmth perceptions vs. competence perceptions). A service provider who displays a broad smile is more likely to be perceived as warmer by customers with a low sense of power, but less competent by those with a high sense of power. Furthermore, mediation analysis revealed that the combined effect of customers' sense of power and service providers' smile intensity on customers' subjective well-being and purchase intentions might be attributed to their social judgments.

This study reveals the intrinsic mechanism behind the interaction effect between smile intensity and sense of power affecting customers' purchase intentions and subjective well-being, namely, warmth/competence perceptions.