The Mediating Effect of Resilience on the Relationships Between Emotional Labor and Organizational Effectiveness of Hotel Employees

Abstract

This study aims to provide practical and academic implications to understand and support employees' emotional labor more systematically. An attempt is made to identify any mediating effect of resilience on the relationship of the emotional labor of hotel workers and organizational effectiveness. The subjects of this study were 205 employees of 11 hotels in the metropolitan area. The data were analyzed by frequency analysis, reliability analysis, Pearson correlation analysis, and mediated regression analysis using SPSS 27.0 for Windows. The findings showed that emotional labor had a negative correlation with resilience, but a positive correlation with organizational effectiveness. Additionally, there was a positive correlation between resilience and organizational effectiveness. Also, the emotional labor of hotel employees had a negative effect on resilience, emotional labor had a positive effect on organizational effectiveness, and partially mediated the relationship between emotional labor and organizational effectiveness. Therefore, to strengthen the organizational effectiveness of hotel employees, it is necessary to identify the causes that can reduce the emotional labor of employees and raise the education and welfare level.