The dualistic model of passion and the service quality of five-star hotel employees during the COVID-19 pandemic

https://doi.org/10.1016/j.ijhm.2023.103519Get rights and content

Highlights

  • Offered JD-R and dualistic model of passion perspective to understanding five-star hotel employees’ service quality.

  • Theorized the impacts of hotel employees’ passion on service quality during COVID-19.

  • Demonstrated the importance of the emotional expression of hotel employees to improve service quality during COVID-19.

Abstract

Given the generally stressful job demands of the hospitality industry during the COVID-19 pandemic, understanding the work passion and emotions of hotel employees is particularly important. Based on the conservation of resources theory and the job demands-resources model, this study develops a multiple mediation model to investigate how frontline hotel employees with different types of work passion choose emotional labor strategies under the effects of the COVID-19 pandemic and the impact of different choices on their service quality. A two-stage survey using data from 206 frontline employees of five-star hotels in China explored how work passion influences emotional labor and thereby affects emotional expression as well as service quality. The results showed emotional labor partially mediates the relationship between work passion and emotional expression, which in turn mediates the relationship between emotional labor and service quality during the COVID-19 pandemic. The theoretical and practical implications of this study are discussed.

Keywords

Dualistic model of passion
Emotional labor
Emotional expression
Service quality
COVID-19

Data availability

Data will be made available on request.

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