Does Emotion Regulation Increase Role Stress? Revisiting Relationships Among Frontline Employees
Document Type
Article
Publication Date
2025
Abstract
Understanding the antecedents of job satisfaction and employees’ turnover intentions in the restaurant industry is critical due to its high turnover ratio. Among various antecedents, emotional labor and role stress are critical antecedents to turnover intentions. However, prior research has mostly ignored whether a direct relationship exists between emotional labor and role stress for workers in boundary spanning positions. Hence, this study analyzed the influence of emotional labor (emotive dissonance and emotive effort) on role stress (role stress and role ambiguity). The results found that emotive dissonance significantly increased role stress, while emotive effort decreased role stress. Emotive dissonance exhibited a negative influence on job satisfaction, while emotive effort positively influenced job satisfaction. Role conflict and role ambiguity both decreased job satisfaction, which decreased turnover intentions. Theoretical and empirical implications of these findings are discussed.
Publication
Journal of Human Resources in Hospitality & Tourism
Publisher
Taylor and Francis
Department
College of Business and Management
Recommended Citation
Lanfranco, K. (2025 - In preparation). Does emotion regulation increase role stress? Revisiting relationships among frontline employees. Journal of Human Resources in Hospitality & Tourism.
