Journal ArticleDOI
Examination of factors affecting hotel employees' service orientation: an emotional labor perspective.
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In this article, the authors investigated the roles and compared the effects of emotional determinants that affect service orientation of hotel managers and line employees and found that display rule perception, emotional intelligence, and sense of accomplishment have positive effects, whereas depersonalization has a negative effect, on service orientation.Abstract:
Given that the quality of the interpersonal interaction between customers and hospitality employees plays a critical role in customer satisfaction, both the concepts of emotion in the workplace and service orientation toward customers have attracted a great deal of interest in the hospitality industry. However, although the two concepts have strong theoretical relevance to one another, research about what emotional factors affect employee service-oriented commitments is lacking. This empirical study investigated the roles and compared the effects of emotional determinants that affect service orientation of hotel managers and line employees. Data were collected from 309 customer-contact hotel managers and line employees in the United States. Results of hierarchical regression analysis revealed that display rule perception, emotional intelligence, and sense of accomplishment have positive effects, whereas depersonalization has a negative effect, on service orientation. The results of this study also indicat...read more
Citations
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Drivers of work engagement: An examination of core self-evaluations and psychological climate among hotel employees
TL;DR: In this paper, the authors provide theory-based empirical evidence on whether employee evaluations of self (i.e., core self-evaluations) and perceptions of organizational work environment (e.g., psychological climate) affect employee engagement.
Journal ArticleDOI
Relationship between Emotional Labor and Customer Orientation among Airline Service Employees: Mediating Role of Depersonalization:
TL;DR: The authors proposed and tested a conceptual model depicting relationships among the two forms of emotional labor, i.e., Hobfoll's conservation of resources theory and Maslach's burnout theory.
Journal ArticleDOI
The impact of emotional dissonance on quality of work life and life satisfaction of tour guides
TL;DR: The well-being of employees in the tourism and hospitality industry remains an important area of investigation in tourism research as discussed by the authors, building on the emotional labor theory and the wellbeing body of...
Journal ArticleDOI
Development of hospitality and tourism employees’ emotional intelligence through developing their emotion recognition abilities
Erdogan Koc,Hakan Boz +1 more
TL;DR: In this paper, the authors investigated the emotion/facial expression recognition abilities of tour-de-visit participants and found that understanding the basic emotions of people is one of the most important skills of emotional intelligence.
Journal ArticleDOI
The relationship between workplace incivility and depersonalization towards co-workers: Roles of job-related anxiety, gender, and education
TL;DR: In this paper, the authors unpacked the relationship between employees' exposure to workplace incivility and their exhibition of depersonalization towards co-workers, according to the mediating effect of job-related anxiety and the moderating effects of gender and education.
References
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