文章基本信息

标题：Emotional Labor Strategy of Hotel Frontline Employees: The Antecedents and Consequences
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作者：Xiaofen Liu
期刊名称：Journal of Service Science and Management
印刷版ISSN：1940-9893
电子版ISSN：1940-9907
出版年度：2017
卷号：10
期号：05
页码：425-436
DOI：10.4236/jssm.2017.105034
语种：English
出版社：Scientific Research Publishing
摘要：This study focused on frontline employees from 4 hotels in a certain hotel group, researching with a questionnaire survey. It examined the relationship between hotel frontline employees’ emotional labor strategy selection and its reluctant variables (antecedents and consequences). Results indicate that the frequency of using deep acting is higher than surface acting among hotel frontline employees. Surface acting shows significant difference in gender, deep acting with a significant difference in age and education level; positive affect and intrinsic regulation have relatively positive correlation with deep acting. Surface acting is positively related to emotional exhaustion and turnover intention. Furthermore, frontline employees in hotels have presented job burnout and obvious turnover intention.
关键词：Hotel Frontline Employee;Emotional Labor Strategy;Job Burnout;Turnover Intention