Emotionsarbeit im interkulturellen Kontext

Harms Kirsten

Zeitschrift für Tourismuswissenschaft, 2012, vol. 4, issue 2, 197-208

Abstract: Competition in the tourism industry is getting tougher and tougher. The soft skills of tourism employees have therefore become the decisive factors for customer satisfaction. What challenges do employees have to face, how do they deal with the demanded requirements and what does this mean for cross-cultural encounters in international tourism? Starting from these questions I will assess the implications of emotional labor for hosts and staff and debate on the question of how cross-cultural encounter can be experienced as enrichment rather than a burden by both, hosts and staff.

Keywords: tourism; emotional labor; cross-cultural skills; Italy; individualization; service orientation; hospitality; Tourismus; Emotionsarbeit; interkulturelle Kompetenzen; Italien; Individualisierung; Serviceorientierung; Gastfreundschaft; tourism; emotional labor; cross-cultural skills; Italy; individualization; service orientation; hospitality (search for similar items in EconPapers)
Date: 2012
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Persistent link: https://EconPapers.repec.org/RePEc:bpj:touwis:v:4:y:2012:i:2:p:197-208:n:6

DOI: 10.1515/tw-2012-0206

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