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

Chien-Wen Tsai

The Service Industries Journal, 2009, vol. 29, issue 10, 1437-1449

Abstract: The main purpose of this study is to clarify the relationship between the employee's emotion management and service behaviour by analysing employees in the international tourist hotel, which involves high degrees of emotional labour that is more complex than in other industries. According to the empirical evidence, the ability of self-emotional appraisal and other's emotional appraisal become the important factors for in-role cooperative service behaviour and extra-role service behaviour. The practices can regard emotion management as the hint to predict applicant's future service behaviour, and take it as a tool to choose staff with good service performance.

Date: 2009
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Citations: View citations in EconPapers (3)

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Persistent link: https://EconPapers.repec.org/RePEc:taf:servic:v:29:y:2009:i:10:p:1437-1449

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DOI: 10.1080/02642060903026262

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The Service Industries Journal is currently edited by Eileen Bridges, Professor Domingo Ribeiro, Ronald Goldsmith, Barry Howcroft and Youjae Yi

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