Hotel Frontline Employee’s Affective Commitment and Service Creativity: the Mediating Effect of Emotional Labor
According to the investigation of three star hotels’ employees and 108 effective questionnaires, we study the relationship between the affective commitment and service creativity of employees and the mediating effect of emotional labor. The results showed that affective commitment has a significant positive relationship with emotional labor and employees’ service creativity; and emotional labor has a significant positive influence on the service creativity; deep acting plays a part of the mediating role between affective commitment and employees’ service creativity. Surface acting plays a completely mediating role in the relation between affective commitment and service creativity.