University of Illinois Urbana-Champaign

Emotional labor in intercultural service encounters: An experience sampling study

McCance, Andrea S.

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https://hdl.handle.net/2142/18445

Description

Title
Emotional labor in intercultural service encounters: An experience sampling study
Author(s)
McCance, Andrea S.
Issue Date
2011-01-14T22:51:09Z
Director of Research (if dissertation) or Advisor (if thesis)
Chiu, Chi-Yue
Doctoral Committee Chair(s)
Chiu, Chi-Yue
Committee Member(s)
  • Drasgow, Fritz
  • Rupp, Deborah E.
  • Spencer, Sharmin
  • Berenbaum, Howard
Department of Study
Psychology
Discipline
Psychology
Degree Granting Institution
University of Illinois at Urbana-Champaign
Degree Name
Ph.D.
Degree Level
Dissertation
Keyword(s)
  • emotional labor
  • cultural competence
  • openness
  • intercultural service encounters
  • service industry
  • experience sampling methodology
  • hospitality industry
Abstract
The body of literature surrounding emotional labor, defined as service employees’ effort to manage their emotions to meet organizational goals (Hochschild, 1983; Morris & Feldman, 1996), exhibits a severe lack of studies examining intercultural service encounters (i.e., service episodes in which a provider from culture A delivers a service to a customer from culture B; Stauss & Mang, 1999). This dissertation posits an intrapersonal model of emotional labor in intercultural service encounters. Central to this model is the construct of cultural competence (Earley & Ang, 2003), which is defined as the ability to adapt effectively and flexibly in culturally diverse settings. Using experience sampling methodology with a hospitality industry sample, I found that cultural competence was associated with deep acting and performance. Openness to experience predicted cultural competence through active seeking of multicultural experience (i.e., multicultural personality). Implications for the selection (based on openness) and training (for deep acting and cultural competence) of service providers in an increasingly globalized service industry are discussed.
Graduation Semester
2010-12
Permalink
http://hdl.handle.net/2142/18445
Copyright and License Information
Copyright 2010 Andrea Silke McCance

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