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ISSN : 1229-0696
This study was intended to examine the concept of emotional labor with regard to emotional display rules, and identified to the role of Big Five personality and job environment variables in predicting emotional labor. Using mailing survey, 176 hotel employees in U. S. were surveyed. Several variables were included; Big Five personality, job characteristics, organizational emotional display rules as predictors, emotional labor (surface acting and deep acting) as criteria. Results showed that both Big Five personality and job environment variables were related to emotional labor. In specific, neuroticism and the suppression of negative emotion were positively related to surface acting, and agreeableness and the expression of positive emotion had a positive relationship with deep acting. Finally, the implications and limitations were discussed.
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