Antecedent and outcomes emotional labor: evidence from tourism industry in Viet Nam

Abstract

The purpose of this study is to investigate the roles of customer orientation and emotional labor on job burnout, then job burnout affects job performance, under a foundation of conservation of resources theory. Data were collected from a survey of 308 frontline service employees working at travel agencies, restaurants, hotels, airline ticket agents and museums. Then data were analyzed by means of a confirmatory factor analysis and structural equation modeling. The results indicate that emotional labor strategies affect job burnout, and in turn job burnout affects job performance. Customer orientation does not directly affect job burnout, however, it influences emotional labor strategies. Managers of tourism services companies may develop a good human resource management system to encourage front-line employees to enhance their performance related to deep acting when serving customers.