Data from 383 frontline employees in Saudi eco-resorts were analyzed with structural equation modeling. Cognitive rumination partially mediated links between emotional-labor strategies and interpersonal counterproductive behavior. Despotic leadership strengthened the adverse association of surface and deep acting with rumination and weakened the protective role of genuine emotional expression.
Key findings
- Rumination partially mediated emotional-labor effects on misconduct. • Despotic leadership amplified the costs of surface and deep acting. • The same leadership context weakened the protection from genuine acting.
Why this matters globally
The findings suggest that emotion-management training alone is insufficient; hospitality organizations should also address leadership behavior and support cognitive recovery.
Thai researcher contribution
A National Institute of Development Administration researcher contributes Thai expertise to international hospitality and organizational-behavior research.
Limitations to consider
Cross-sectional self-reports cannot establish causality, and one national eco-resort setting may not represent hospitality workplaces generally.