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The effects of culture shock on foreign employees in the service industry

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Abstract

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.

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  1. Department of Restaurant, Hotel and Institutional Management, Fu Jen Catholic University, No. 510 Zhongzheng Rd., Xinzhuang Dist., New Taipei City, Taiwan

    Hung-Sheng Lai & Zhang-Yu-Jing Chen

  2. Department of Hospitality Management, Ming Chuan University, 5 De-Ming Rd., Gui-Shan, Taoyuan County, Taiwan

    Hsin-Hui Hu

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  1. Hung-Sheng Lai
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Lai, HS., Hu, HH. & Chen, ZYJ. The effects of culture shock on foreign employees in the service industry. Serv Bus 14, 361–385 (2020). https://doi.org/10.1007/s11628-020-00420-x

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