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Kwang-Hi Park 1 Article
The Effects of Emotional Labor on Job Satisfaction of Hotel Employees: Analyzing Moderating Effects of Emotional Intelligence
Kwang-Hi Park
STRESS. 2018;26(3):166-172.   Published online September 30, 2018
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  • 3 Citations
Abstract PDF

The aims of this paper is to investigate the moderating effect of emotional intelligence on the relationship between emotional labor and job satisfaction of hotel employees and to find a way to increase job satisfaction of them.


This study is a cross-sectional empirical study conducted for hotel employees in Korea. A total of 314 completed responses were collected and analyzed. Hierarchical regression analysis was employed to test the hypotheses.


Emotional dissonance decrease job satisfaction, but emotional effort improves it. “Ability to understand emotion” and “ability to understand others’ emotion” are moderating factors that increase job satisfaction joining with emotional effort.


In order for hotel employees to be satisfied with their jobs, it is necessary to develop and implement an emotional intelligence improvement education program that can improve job satisfaction by positively moderating emotional labor.


Citations to this article as recorded by  
  • Emotion-rule dissonance and job satisfaction: A moderated mediation model of work engagement and hotel segment
    Silvia Ortiz-Bonnin, María Esther García-Buades
    Zeitschrift für Tourismuswissenschaft.2023; 15(1): 53.     CrossRef
  • Understanding the relationships among emotional exhaustion, job satisfaction, and emotional intelligence of hotel front desk employees
    Kwang-Hi Park, Dae-Kwan Kim
    Asia Pacific Journal of Tourism Research.2021; 26(5): 504.     CrossRef
  • Research on How Emotional Expressions of Emotional Labor Workers and Perception of Customer Feedbacks Affect Turnover Intentions: Emphasis on Moderating Effects of Emotional Intelligence
    Young Hee Lee, Suk Hyung Bryan Lee, Jong Yong Chung
    Frontiers in Psychology.2019;[Epub]     CrossRef