The important effect of employee's emotion management ability on his/her service behaviour in the international tourist hotel

Chien-Wen, Tsai

doi:10.1080/02642060903026262

Cited by 34 publications

(20 citation statements)

References 32 publications

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“…Consequently, the working conditions within the hospitality industry make it impossible for employees to benefit from satisfactory levels of psychological needs, such as an increase in psychological well-being and a proper work-life balance (Haider et al, 2018). However, the quality of the employee-customer relationship is crucial (Castellanos-Verdugo et al, 2009), particularly in the hospitality industry, in which service employees are among the most relevant success factors (Tsai, 2009).…”

Section: Introductionmentioning

confidence: 99%

The Mediating Roles of Psychological Autonomy, Competence and Relatedness on Work-Life Balance and Well-Being

2019

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The main objective of this current research is to investigate the impact of “work balance” on “psychological well-being” using employees within the hospitality industry in United Arab Emirates as statistical units. To meet the objective of this research, we developed a structural equation model to examine how psychological autonomy, psychological competence, and psychological relatedness affect psychological well-being and work-life balance, as well as the effect of work-life balance on psychological well-being. We also examine the mediating effect of work-life balance in these relationships. The results of this study show that psychological autonomy affect positively both psychological well-being and work-life balance, whereas psychological competence only affect psychological well-being positive. Moreover, psychological relatedness affects negatively both psychological well-being and work-life balance while work-life balance affects positively psychological well-being.

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Section: Introductionmentioning

confidence: 99%

The Mediating Roles of Psychological Autonomy, Competence and Relatedness on Work-Life Balance and Well-Being

2019

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“…Since technology use is inevitable in hotel industry, hotel managers are concerned about how Internet use can bring in more customers. Review of the literature suggested that job satisfaction of employees and employers, organizational commitment, customer loyalty, and brand image have been a focus of research [3][4][5][6]. How hotel online reservation system affects consumer decision-making process when choosing a hotel has not been addressed much in prior research.…”

Section: Introductionmentioning

confidence: 99%

Factors Influencing Online Hotel Booking: Extending UTAUT2 with Age, Gender, and Experience as Moderators

et al. 2019

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As people feel more comfortable using the Internet, online hotel bookings has become popular in recent years. Understanding the drivers of online booking intention and behavior can help hotel managers to apply corresponding strategies to increase hotel booking rates. Thus the purpose of this study is to investigate the factors influencing the use intention and behavioral intention of online hotel booking. The proposed model has assimilated factors from the extended Unified theory of Acceptance and use of Technology (UTAUT2) along with age, gender, and experience as moderators. Data were collected by conducting a field survey questionnaire completed by 488 participants. The results showed that behavioral intention is significantly and positively influenced by performance expectancy, social influence, facilitating condition, hedonic motivation, price value, and habit behavior. Use behavior is positively influenced by facilitating condition and hedonic motivation. As for moderators, gender moderates the relationships between performance expectancy, social influence, and behavioral intention. Age moderates the relationships between effort expectancy, social influence, hedonic motivation, and behavioral intention. Experience moderates the relationships between social influence, price value, and behavioral intention and between habit behavior and use behavior. Based on the results, recommendations for hotel managers are proposed. Furthermore, research limitations and future directions are discussed.

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“…Bu yüzden duygusal emek sergileyerek iş gereklerini yerine getirmektedirler. Özellikle otelcilik sektöründe, hizmet sürecinde zorlayıcı etkileşimler fazlaca yer aldığından (Cugini, Caru ve Zerbini, 2007;Tsai, 2009) iş ve aile yaşamında çatışmaların ortaya çıkması da kaçınılmazdır.…”

Section: İş-aile Ve Aile-i̇ş çAtışmasında Duygusal Emeğin Etkisiunclassified

“…So, they perform their job requirements by exhibiting emotional labor. It is inevitable that conflicts will occur in work and family life, especially in the hotel sector, as the compelling interactions in the service process take up (Cugini et al, 2007;Tsai, 2009) too much .…”

Section: Extended Abstractmentioning

confidence: 99%

Otel Çalışanlarının Derin Davranışlarının Yaşadıkları İş-Aile ve Aile-İş Çatışması Üzerindeki Etkisi

Keleş

2018

OPUS Uluslararası Toplum Araştırmaları Dergisi

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In the hotel industry, which is one of the most important areas of the tourism industry, besides long and irregular working hours employees are also required to exhibit the emotions that customers expect. Expressing emotions that customers expect are explained by the concept of emotional labor. Emotional labor is defined as the emotions expected by the employees to be exhibited and reflected by trying to feel the emotions. While surface acting has negative consequences for the individual and the organization, deep acting can reduce negative consequences. Employees may experience conflict in their work and family lives as their work and family expectations are synchronized in the hospitality sector. Considering the positive results of deep acting, it is likely that this may have a mitigating effect on the discordance between work and family. The aim of this study is to determine the impact of the deep acting of hotel employees on the work-family and family work conflict. In this context, a survey was conducted on 392 hotel employees in Belek. The questionnaire consisted of three parts. In the first part, the work-family and family-work conflict scale, in the second part, the scale which includes the deep acting dimension of emotional labor, and in the third section, questions about determining some demographic and other individual characteristics are included. The data were analyzed with statistical package program. As a result of analyzes, it was concluded that the deep acting of the employees have a negative effect on the family-work conflict and work-family conflict.

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The important effect of employee's emotion management ability on his/her service behaviour in the international tourist hotel

Cited by 34 publications

References 32 publications

The Mediating Roles of Psychological Autonomy, Competence and Relatedness on Work-Life Balance and Well-Being

The Mediating Roles of Psychological Autonomy, Competence and Relatedness on Work-Life Balance and Well-Being

Factors Influencing Online Hotel Booking: Extending UTAUT2 with Age, Gender, and Experience as Moderators

Otel Çalışanlarının Derin Davranışlarının Yaşadıkları İş-Aile ve Aile-İş Çatışması Üzerindeki Etkisi

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