Academy of Marketing Studies Journal (Print ISSN: 1095-6298; Online ISSN: 1528-2678)


Impact of Emotional Labor Strategies on Emotional Exhaustion: Mediating Effect of Anxiety in Pakistani Hotel Industry

Author(s): Nazia Rafiq, Dr. Abdus Sattar Abbasi, Shrafat Ali Sair and Ahmed Muneeb Mehta

Emotional labor is an essential element of employees working for hospitality industry. This study seeks to investigate the impact of emotional labor on emotional exhaustion among employees. It also seeks to examine the mediating role of anxiety between emotional labor, and emotional exhaustion. This study focuses on the moderating role of pride in work between emotional labor and emotional exhaustion. The proposed model was tested through quantitative method approach. The data collected from 520 employees from hotel sector under multistage sampling technique was analyzed. The gathered data was examined through statistical techniques, were estimated to prove the proposed relationships. The study will be beneficial for industry practitioners, managers and leaders who can take advantage from the study and make strategies to minimize the negative effects of emotional labor in their respective organizations.

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