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Emotional contagion and collective commitment among leaders and team members in deluxe hotel

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Abstract

Emotional contagion is important in predicting employees’ behaviors and organizational performance, as people are inevitably affected by emotions. This study examines the effects of emotional contagion among deluxe hotel employees on burnout and collective commitment. It also studies the moderating impact of employees’ coworker exchange and leader–member exchange on the relationships between emotional contagion, burnout, and collective commitment. A survey was carried out among 281 employees in Food & Beverage departments at 10 deluxe hotels in Seoul, South Korea. A confirmatory factor analysis was performed to evaluate the reliability and validity of the measured items, and a structural equation modeling was utilized to verify that the proposed hypotheses were correct. The analysis showed that the employees with higher emotional contagion showed a high level of burnout. When the employees’ level of burnout was higher, their collective commitment decreased. In addition, emotional contagion was found to have a significantly indirect negative effect on collective commitment via burnout. When the degree of interaction with superiors and coworkers was low, the negative influence of burnout on commitment was maximized. Limitations and future research directions are also discussed.

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Authors and Affiliations

  1. Center for Converging Humanities, Kyung Hee University, 26, Kyungheedae-ro, Dongdaemun-gu, Seoul, 02447, Republic of Korea

    Hyo Sun Jung

  2. Department of Culinary Arts and Foodservice Management, College of Hotel & Tourism Management, Kyung Hee University, 26, Kyungheedae-ro, Dongdaemun-gu, Seoul, 02447, Republic of Korea

    Hye Hyun Yoon

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  1. Hyo Sun Jung
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Correspondence to Hyo Sun Jung.

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Appendix

Appendix

1.1 Emotional contagion (six items)

  • The people around me have a great influence on my mood.

  • I become nervous if others around me seem to be nervous.

  • I often find that I can remain cool in spite of the excitement around me.®

  • I am able to remain calm even though those around me worry.®

  • I tend to lose control when I am bringing bad news to people.

  • I am very sensitive in picking up other people’s feelings.

1.2 Burnout (five items)

  • At my work, I feel confident that I am effective at getting things done.

  • I feel burned out from my work.

  • I feel emotionally drained from my work.

  • I feel frustrated by my job.

  • Working with people all day is really a strain for me.

1.3 CWX (five items)

  • My coworker understands my job needs.

  • I feel close to my coworkers.

  • My coworker would personally use his/her power to help me solve my work problems.

  • My working relationship with coworkers is extremely effective.

  • I always know how satisfied my coworker is with what I do.

1.4 LMX (five items)

  • My working relationship with my supervisor is better than average.

  • I feel close to my supervisor.

  • My supervisor and I see things the same way.

  • I speak often with my supervisor about job-related issues.

  • My supervisor and I speak with each other about issues not related to work.

1.5 Employees’ collective commitment (five items)

  • I feel a strong sense of belongingness to my organization.

  • My organization has a great deal of personal meaning for me.

  • I really feel as if this organization’s problems are my own.

  • I feel “emotionally attached” to my organization.

  • I enjoy discussing about my organization with people outside it.

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Jung, H.S., Yoon, H.H. Emotional contagion and collective commitment among leaders and team members in deluxe hotel. Serv Bus 13, 737–754 (2019). https://doi.org/10.1007/s11628-019-00403-7

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