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

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  • Chien-Wen Tsai

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.

Suggested Citation

  • Chien-Wen Tsai, 2009. "The important effect of employee's emotion management ability on his/her service behaviour in the international tourist hotel," The Service Industries Journal, Taylor & Francis Journals, vol. 29(10), pages 1437-1449, May.
    • Handle: RePEc:taf:servic:v:29:y:2009:i:10:p:1437-1449
    DOI: 10.1080/02642060903026262
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    Cited by:

    1. Johannes Hofmeister & Dominik K. Kanbach & Jens Hogreve, 2024. "Service productivity: a systematic review of a dispersed research area," Management Review Quarterly, Springer, vol. 74(3), pages 1249-1281, September.
    2. Gaan, Niharika & Shin, Yuhyung, 2023. "Supervisor incivility and frontline employees’ performance amid the COVID-19 pandemic: A multilevel moderated mediation analysis," Journal of Retailing and Consumer Services, Elsevier, vol. 73(C).
    3. Omar Chehab & Shiva Ilkhanizadeh & Mona Bouzari, 2021. "Impacts of Job Standardisation on Restaurant Frontline Employees: Mediating Effect of Emotional Labour," Sustainability, MDPI, vol. 13(3), pages 1-17, February.

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