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02.07.2020 | Empirical article

The effects of culture shock on foreign employees in the service industry

verfasst von: Hung-Sheng Lai, Hsin-Hui Hu, Zhang-Yu-Jing Chen

Erschienen in: Service Business | Ausgabe 3/2020

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Abstract

This study explores the effects of culture shock on emotional labor, job satisfaction, and the turnover intentions of service employees. It further examines the moderating role of perceived managerial support on the relationships between culture shock, emotional labor, and job satisfaction. Questionnaires were distributed among foreign employees working in 36 hotels in Macao. The data that emerged from the 254 respondents were employed to test the research framework. Results suggest that culture shock has positive impacts emotional labor but negative impacts on job satisfaction. Moreover, the relationship between culture shock and foreign employee turnover intentions is mediated by emotional labor and job satisfaction. Perceived managerial support played a critical role in lessening culture shock’s effect on job satisfaction.

Vorheriger Artikel Customers’ psychological ownership toward the third place

Nächster Artikel The COVID-19 response system and collective social service provision. Strategic network dimensions and proximity considerations

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Titel: The effects of culture shock on foreign employees in the service industry
verfasst von: Hung-Sheng Lai
Hsin-Hui Hu
Zhang-Yu-Jing Chen
Publikationsdatum: 02.07.2020
Verlag: Springer Berlin Heidelberg
Erschienen in: Service Business / Ausgabe 3/2020
Print ISSN: 1862-8516
Elektronische ISSN: 1862-8508
DOI: https://doi.org/10.1007/s11628-020-00420-x

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