The aim of the present study was to examine the relationships among passion, emotional labor, and employee outcomes and explore the moderating roles of organizational-level service climate and individual traits, such as proactive personality and prosocial motivation. The study statistically analysed 164 valid data collecting from the tourism-related industry in Taiwan. The results of hierarchical linear modeling (HLM) revealed that harmonious passion and deep-acting were negatively related to emotional exhaustion, and that organizational-level service climate was negatively related to emotional exhaustion. In addition, deep acting and individual traits (i.e., proactive personality and prosocial motivation) were positively related to service-oriented organizational citizenship behaviors. However, organizational-level service climate, proactive personality, and prosocial motivation did not have moderating effects. Conclusion and implications were provided.
JEL classification numbers: M10
Keywords: Passion, Emotional labor, Emotional exhaustion, Service-oriented organizational citizenship behavior.