The Effect of Hotel Employees’ Emotional Labour on Interpersonal Counterproductive Work Behaviours

Abstract

This research aims to shed light on the effect of hotels’ employees' emotional labour with its three levels (surface acting, deep acting and genuine emotions) on interpersonal counterproductive work behaviours. To achieve this aim, a questionnaire was designed for Egyptian hotels’ employees which was structured to cover three main parts: (1) demographic characteristics of employees, (2) employees' emotional labour and (3) interpersonal counterproductive work behaviours. Structural equation modelling (SEM) was used involving (smart- PLS) software, IBM, version 4. The results show that the hotels’ employees' emotional labour with its three levels (surface acting, deep acting and genuine emotions) affects interpersonal counterproductive work behaviours with its two types (task focused and person focused) as there is a positive effect of surface acting on interpersonal counterproductive work behaviour. Employees' emotional labour must be seriously handled within the hospitality industry as it is a very important element affecting task-focused or person-focused ICWBs in the hotel. As both surface acting and genuine emotions increase task-focused or person-focused ICWBs, deep acting decreases task-focused or person-focused ICWBs.

Keywords

• employees’ emotional
• labour
• interpersonal
• counterproductive
• work behaviour