بررسی رابطه بین هوش فرهنگی و کار عاطفی با رضایت شغلی با توجه به نقش میانجی گر سرمایه عاطفی و همدلی در کارکنان هتل ها (مقاله علمی وزارت علوم)
درجه علمی: نشریه علمی (وزارت علوم)
آرشیو
چکیده
رضایت شغلی کارکنان هتل ها نقشی مهم در خدمات رسانی کارآمد به گردشگران ایفا می کند؛ به همین دلیل، این پژوهش با هدف بررسی رابطه هوش فرهنگی و کار هیجانی با رضایت شغلی با توجه به نقش میانجی سرمایه عاطفی و همدلی در کارکنان هتل های شهر اصفهان انجام شد. این پژوهش از نوع همبستگی است. نمونه 240 نفر از کارکنان هتل های شهر اصفهان بودند که به روش نمونه گیری خوشه ای انتخاب شدند. ابزار پژوهش پرسشنامه رضایت شغلی (مقیمی، 1390)، پرسشنامه سرمایه عاطفی (ACQ) (گل پرور، 1395)، پرسشنامه کار عاطفی (Hsieh et al., 2016)، مقیاس هوش فرهنگی (CQS) (Ang et al., 2007)، مقیاس همدلی قومی فرهنگی (Wang et al., 2003) بودند. برای تجزیه وتحلیل داده ها از تحلیل مسیر در نرم افزار PLS استفاده شد. بر اساس شاخص ضریب تعیین، معنا داری ضریب مسیر و شاخص اندازه اثر، مشخص شد مدل رابطه بین هوش فرهنگی و کار عاطفی با رضایت شغلی، با توجه به نقش میانجی گری سرمایه عاطفی و همدلی در کارکنان هتل های شهر اصفهان، از برازش مناسب برخوردار بوده است. نتایج حاکی از آن بود که هوش فرهنگی بر سرمایه عاطفی و همدلی، سرمایه عاطفی بر رضایت شغلی و کار عاطفی بر سرمایه عاطفی و همدلی تأثیری مثبت و معنادار دارد. همچنین، نتایج نشان داد سرمایه عاطفی نقش میانجی گر در رابطه هوش فرهنگی و کار عاطفی با رضایت شغلی دارد؛ در صورتی که نقش میانجی گر همدلی تأیید نشد. بر اساس نتایج، مدیران هتل ها باید تلاش کنند تا با به کارگیری هوش فرهنگی، بیشترین استفاده را از سرمایه عاطفی بکنند. آن ها باید آموزش هایی را به منظور افزایش هوش فرهنگی، کار عاطفی و سرمایه عاطفی طرح ریزی و اجرا کنند.Investigating the relationship between cultural intelligence and emotional labor with job satisfaction considering the mediating role of emotional capital and empathy in employees of hotels
This study investigated the relationship between cultural intelligence and emotional labor with job satisfaction and considered the mediating role of emotional capital and empathy in Isfahan hotel employees. This study is correlational. The sample included 240 employees in hotels, who were selected by cluster sampling method. The research tools were a job satisfaction questionnaire (Moghimi, 2010), Affective Capital Questionnaire (ACQ) (Golparvar, 2015), the Emotional Labor questionnaire (Hsieh et al., 2016), the Cultural Intelligence Scale (CQS) (Ang et al., 2007), and Empathy Ethnocultural Scale (Wang et al., 2003). Path analysis in PLS software was used to analyze the data. The findings indicated that cultural intelligence affects emotional capital and empathy, and emotional capital on job satisfaction. Besides, emotional work on emotional capital and empathy has a positive and significant impact. Also, the results showed that emotional capital had a mediating role in the relationship between cultural intelligence and emotional labor with job satisfaction, while the mediating role of empathy was not confirmed. Based on the results, hotel management should try to make the most of emotional capital using cultural intelligence. They should plan and implement training to increase cultural intelligence, emotional labor, and emotional capital.
Introduction
Job satisfaction leads service employees to behave positively and compassionately towards customers. Therefore, it is essential to ensure exceptional customer service and organizational performance. One of the factors affecting employee job satisfaction in the hospitality sector is based on the theoretical foundations of employees' emotional labor and cultural intelligence (AlMazrouei & Zacca, 2021; Hwang & Park, 2022). Because the tourism and hospitality industries are truly global and multicultural, the artistic intelligence of employees in this sector plays a crucial role. Also, employees in the service sector are expected to have a positive, friendly, and smiling demeanor, even in situations where they are faced with negative emotional reactions to the provision of routine services. Various studies have been conducted on the relationship between emotional labor and cultural intelligence with job satisfaction; however, there are mediating variables that have not been addressed before. In the present study, emotional capital and employee empathy are examined as two mediating variables. Employee empathy in the service sector (i.e., personal care and attention) is one of the things that is considered a key requirement for winning service encounters. The success of service interactions is based on the intensity of empathy visible in employee-customer interactions. On the other hand, emotional capital is also effective in developing employee job satisfaction. Both of these can be influenced by cultural intelligence and emotional labor (Ghyasi & Gurbuz, 2023). Therefore, considering what was stated in the statement of the problem, the present study seeks to study the relationship between cultural intelligence and emotional labor with the job satisfaction of Isfahan hotel employees and to determine the extent of the mediating role of emotional capital and empathy in their relationship.
Method
This is a correlational study. The sample consisted of 240 hotel employees in Isfahan who were selected using cluster sampling. The research instruments were the Job Satisfaction Questionnaire (Moghimi, 2011), the Affective Capital Questionnaire (ACQ) (Golparvar, 2016), the Emotional Labor Questionnaire (Hsieh et al., 2016), the Cultural Intelligence Scale (CQS) (Ang et al., 2007), and the Empathy Ethnocultural Scale (Wang et al., 2003). Path analysis was used in PLS software to analyze the data. In this study, ethical principles related to protecting the rights of participants were considered, including obtaining informed consent to participate in the study and ensuring the confidentiality of information.
Results
Based on the coefficient of determination index, the significance of the path coefficient, and the effect size index, it was determined that the model of the relationship between cultural intelligence and emotional labor with job satisfaction had a good fit considering the mediating role of emotional capital and empathy in hotel employees in Isfahan. The results indicated that cultural intelligence has a positive and significant effect on emotional capital and empathy, emotional capital on job satisfaction, and emotional labor on emotional capital and empathy. The results also showed that emotional capital had a mediating role in the relationship between cultural intelligence and emotional labor with job satisfaction, while the mediating role of empathy was not confirmed.
Conclusion
Based on the results, the hotel management system should try to make the most use of emotional capital by applying cultural intelligence. They should plan and implement training to increase cultural intelligence, emotional labor, and emotional capital. Due to the limited scope of the statistical community, generalization of the results to other communities should be done with caution. Future researchers are advised to study other samples and communities as well. Even though this study was conducted in Isfahan, which is a tourist destination, due to uncontrollable factors such as sanctions, the clientele and guests of hotels may predominantly consist of domestic travelers rather than international visitors, which could potentially diminish the significance of cultural intelligence. This is because, in this particular field, more subcultures and the differences between them become important.
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