Antecedents and consequences of customer orientation and emotional labor in the Singapore hotel industry.

Abstract

This study presents an empirical test on the antecedents and consequences of customer orientation and emotional labor in the Singapore hotel industry. Antecedents examined include self-monitoring, cultural intelligence (CQ) and perceived supervisor support. The consequences of these variables on job performance and job satisfaction were also examined. A sample of 188 employee questionnaires and 236 supervisor questionnaires, comprising 152 employees-supervisor dyads, were used in data analysis. Correlation and hierarchical regression analyses revealed that self-monitoring, facets of CQ (metacognitive, motivational and behavioral) and perceived supervisor support were related to customer orientation. Customer orientation was in turn positively related to job performance. Other antecedents of job performance include perceived supervisor support, emotional labor and motivational CQ. Deep acting was found to be positively related to job performance and surface acting was negatively related to job satisfaction. Directions for future research, academic and practical significance of our research would also be discussed.