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Examining Emotional Labor in COVID-19 through the Lens of Self-Efficacy

Author

Listed:
  • Lixia Yao

    (School of Business and Administration, Zhejiang Gongshang University, Hangzhou 310018, China)

  • Jie Gao

    (Department of Hospitality, Tourism and Event Management, Lucas College and Graduate School of Business, San Jose State University, San Jose, CA 95192, USA)

Abstract

The ongoing COVID-19 pandemic has dealt a significant blow to the restaurant industry, with many restaurants suspending operations or closing altogether. This study was aimed to investigate the effects of emotional labor on employees’ well-being and the mediating role of self-efficacy in the context of chain restaurants. Data were collected in 2020 through an online survey in China, and results revealed that emotional labor had a significant impact on well-being that was measured in life and job satisfaction. Self-efficacy not only had a significant positive impact on employees’ job- and life-related well-being but also played a fully mediating role between deep acting and life satisfaction, with a partial mediating role between deep acting and job satisfaction. Job-related well-being also played a fully mediating role between deep acting and life satisfaction, with a partial mediating role between deep acting and job satisfaction. It is important for restaurant employees to develop deep acting skills and improve self-efficacy and job satisfaction Restaurant managers must establish a healthy working environment by providing better job support and creating a more relaxed working atmosphere.

Suggested Citation

  • Lixia Yao & Jie Gao, 2021. "Examining Emotional Labor in COVID-19 through the Lens of Self-Efficacy," Sustainability, MDPI, vol. 13(24), pages 1-16, December.
    • Handle: RePEc:gam:jsusta:v:13:y:2021:i:24:p:13674-:d:699603
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    References listed on IDEAS

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