Service innovation and mental health: The multilevel moderating role of group emotional contagion

Zhi-Ming Xiao1, Meng-Hsiu Lee2, Hsiao-Chiao Wang3
1College of Business Administration, Fujian Jiangxia University, People’s Republic of China
2School of Business, Yango University, People’s Republic of China
3Institute of Human Resource Management, National Sun Yat-sen University, Taiwan
Cite this article:  Xiao, Z.-M., Lee, M.-H., & Wang, H.-C. (2019). Service innovation and mental health: The multilevel moderating role of group emotional contagion. Social Behavior and Personality: An international journal, 47(10), e8143.

Volume 47 Issue 10 | e8143 | Published: October 2019 | DOI: https://doi.org/10.2224/sbp.8143

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From the perspective of social information processing theory, we investigated the multilevel mediating effect of surface acting in the relationship between service innovation and frontline employees’ mental health, then further tested the multilevel moderating roles of positive and negative group emotional contagion. We used the experience sampling method to conduct a survey with 572 employees of 71 hospitality and catering companies in China. Hierarchical linear modeling results showed that service innovation negatively affected participants’ mental health via surface acting. Further, positive group emotional contagion positively moderated the relationship between surface acting and mental health. Thus, positive group emotional contagion alleviated the negative influence of surface acting on mental health. The moderating role of negative group emotional contagion was, however, nonsignificant. Theoretical and practical implications of the findings are discussed and recommendations for future research are made.

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