Proceedings of the 2023 International Conference on Finance, Trade and Business Management (FTBM 2023)

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A Study on the Effect of Emotional Exhaustion on Service Initiative Behavior of Hotel Front-line Employees--The moderating effect of Organizational Identity

Authors
Yuhang Wang1, *
1Faculty of Business Administration, Thonburi University, Bangkok, 10170, Thailand
*Corresponding author. Email: w18222278202@gmail.com
Corresponding Author
Yuhang Wang
Available Online 30 November 2023.
DOI
10.2991/978-94-6463-298-9_22How to use a DOI?
Keywords
hotel staff; emotional exhaustion; organizational identification; service initiative
Abstract

The purpose of this study was to explore the influence of emotional exhaustion on service initiative behavior of hotel front-line employees, and further consider the moderating role of organizational identity. Data on emotional exhaustion, service initiative, and organizational identity were collected through surveys and questionnaires of front-line employees at multiple hotels. Statistical analysis was used for data analysis. The results show that emotional exhaustion is negatively correlated with the service initiative of hotel front-line employees. The higher the level of emotional exhaustion, the lower the service initiative of employees. In addition, organizational identity partially moderates the relationship between emotional exhaustion and service initiative. When employees feel a higher sense of organizational identity, the negative impact of emotional exhaustion on service initiative is weakened ; when the organizational identity is low, the negative impact of emotional exhaustion on service initiative is more significant. These results suggest that in the hotel business, emotional exhaustion has a negative impact on employee service initiative. Organizational identification plays an important role in alleviating the negative impact of emotional exhaustion on service initiative.

Copyright
© 2023 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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Volume Title
Proceedings of the 2023 International Conference on Finance, Trade and Business Management (FTBM 2023)
Series
Advances in Economics, Business and Management Research
Publication Date
30 November 2023
ISBN
978-94-6463-298-9
ISSN
2352-5428
DOI
10.2991/978-94-6463-298-9_22How to use a DOI?
Copyright
© 2023 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

Cite this article

risenwbib
TY  - CONF
AU  - Yuhang Wang
PY  - 2023
DA  - 2023/11/30
TI  - A Study on the Effect of Emotional Exhaustion on Service Initiative Behavior of Hotel Front-line Employees--The moderating effect of Organizational Identity
BT  - Proceedings of the 2023 International Conference on Finance, Trade and Business Management (FTBM 2023)
PB  - Atlantis Press
SP  - 202
EP  - 211
SN  - 2352-5428
UR  - https://doi.org/10.2991/978-94-6463-298-9_22
DO  - 10.2991/978-94-6463-298-9_22
ID  - Wang2023
ER  -