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.

中文翻译：

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文化冲击对服务业中外籍员工的影响

这项研究探讨了文化冲击对情绪劳动，工作满意度和服务人员离职意图的影响。它进一步检验了管理支持对文化冲击，情感劳动和工作满意度之间关系的调节作用。在澳门36家酒店工作的外国雇员中分发了调查表。来自254位受访者的数据被用于测试研究框架。结果表明，文化冲击对情绪劳动有正面影响，但对工作满意度有负面影响。此外，文化冲击与外籍员工离职意图之间的关系是由情绪劳动和工作满意度所介导的。管理层的支持在减轻文化冲击对工作满意度的影响方面起着关键作用。