When I put on my service mask: Determinants and outcomes of emotional labor among hotel service providers according to affective event theory

Lam, Wing; Chen, Ziguang

doi:10.1016/j.ijhm.2011.04.009

Cited by 189 publications

(152 citation statements)

References 54 publications

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“…This is because the EPE means that the emotions of the service givers are relatively well attuned to emotional display rules and experience the expected emotions (Lam & Chen, 2012). Therefore, it is helpful to complete task-oriented care for nurses.…”

Section: The Effect Of Emotional Labor On Customer-oriented Behaviormentioning

confidence: 99%

The Impact of Job Involvement on Emotional Labor to Customer-Oriented Behavior

Wang

Chang

2016

Journal of Nursing Research

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It has become an increasingly popular practice for hospital organizations to work to promote the COB of their nursing staffs. The results of this study prove empirically that a relationship exists among EL, COB, and JI in nurses. This study contributes to the related literature, enhances the knowledge of hospital and nursing administrators with regard to EL and COB, and offers a reference for hospital managers who are responsible for designing and executing multidisciplinary programs and for managing hospital-based human resources.

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Section: The Effect Of Emotional Labor On Customer-oriented Behaviormentioning

confidence: 99%

The Impact of Job Involvement on Emotional Labor to Customer-Oriented Behavior

Wang

Chang

2016

Journal of Nursing Research

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“…Adding to the challenges that the front-stage workers face is shift work and the number of hours worked, factors that have a significant effect on the physical, psychological and emotional well-being of employees (Brymer, Perrewe & Johns 1991;Lam & Chen 2012;O'Neill & Davis 2011;Pienaar & Willemse 2008;Presser 2004;Zohar 1994). …”

Section: The Front-stage Worldmentioning

confidence: 99%

Unmasking the face of hospitality: A postfoundational approach to a new spirituality of hospitality

Meletiou

Meylahn

2016

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Previous research conducted on the topic of workplace spirituality seems to indicate that workers often associate spirituality in the workplace with their personal religious orientations. This article, however, presents an alternative approach to the understanding of workplace spirituality. In this article, the contemporary hospitality industry is presented as two metaphorical stage worlds, a front-stage world and a back-stage world, where actors perform the play of hospitality. Each of these worlds observes an ultimate concern: the workers of the front-stage world observe an ultimate concern of unconditional hospitality and guest satisfaction, whereas the workers of the back-stage world observe an ultimate concern of profit. Because these two worlds have opposing ultimate concerns, the current spirituality of the contemporary hospitality industry is one of dissonance and unhappiness. However, as this article will show, there is a possibility for an alternative spirituality � a spirituality of hope and endless possibilities. This spirituality will come to be through the life-giving words of the entire community. The uniqueness of the front-stage world and the back-stage world lies in their respective constructions. Some of the dominant elements that affect each of these worlds are discussed in this article. It will also be shown that the language of religion plays a role in the construction of reality. Understanding these elements is important, for only when hospitality workers recognise the elements that influence the construction of the front-stage world and the back-stage world will they be able to deconstruct and reconstruct these two worlds.Intradisciplinary and/or interdisciplinary implications: This article presents empirical research on the spirituality of the contemporary hospitality industry. The results indicate that the current spirituality of the hospitality industry is a spirituality of dissonance and unhappiness. This research presents the prospect of a new spirituality, a spirituality of hope and endless possibilities.

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“…It is very important to examine employee job satisfaction in a strategic human resource management. Researching with a model of job satisfaction in the Research and Development (R&D) industry should consist of work related factors such getting pay for overtime, giving employees more authority, getting promotion in the workplace, employees' participation in decision-making processes and sensitivity of management towards problems at work (Oraman et al, 2011;Lam and Chen, 2012). Employees who are not satisfied will not perform their job properly, and thus the company will face direct damage.…”

Section: Literature Reviewmentioning

confidence: 99%

Employees satisfaction in travel agencies

Gaji¹,

Kovaevi²,

Peni³

2014

Afr. J. Bus. Manage.

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This paper concisely deals with the current issue in the tourism sector, which is the satisfaction of the staff. This paper will result in the synthesis of theory and research on the satisfaction of human resources at travel agencies in Novi Sad. The primary aim of this study is to determine the current state and extent of employee satisfaction in certain key segments of business success. The basic method in this study is random sampling, and the analysis of results was obtained from the collected data. SPSS program version 17.0. was used for data processing; 107 respondents were involved. The results obtained from this method, that is statistical methods and secondary publications confirmed the hypotheses presented in the paper.

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When I put on my service mask: Determinants and outcomes of emotional labor among hotel service providers according to affective event theory

Cited by 189 publications

References 54 publications

The Impact of Job Involvement on Emotional Labor to Customer-Oriented Behavior

The Impact of Job Involvement on Emotional Labor to Customer-Oriented Behavior

Unmasking the face of hospitality: A postfoundational approach to a new spirituality of hospitality

Employees satisfaction in travel agencies

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