A Study on the Emotional Labor of Hotel Employees in Korea: Focusing on Busan Deluxe Hotels

Jungeun Kim

Journal of Tourism Sciences

Abbr : JTS
2016, 40(9), pp.69-83
Publisher : The Tourism Sciences Society Of Korea
Research Area : Tourism

Jungeun Kim ¹

¹신라대학교

ABSTRACT

This study was designed to explore the status of emotional labor among hotel employees throughout the tourism sector, specifically in hotels. To achieve the purpose of this study, a single face-to-face interview, and 10 phone interviews were conducted with employees who were working in the room department of 3 deluxe hotels located in Busan at the time of the study. Data collection was conducted in both November,2015 and August, 2016. Findings from the study revealed that hotel employees were exposed to various types of emotional labor. This depended on if there was a high rate of occupied hotel rooms and the online information about hotel use shared among hotel customers. Due to emotional labor, hotel employees suffered stress and they tried to overcome this stress by sharing their experiences with their colleagues. Even though hotels tended not to have official manuals for hoteliers handling cases of emotional labor, they made efforts to reduce the employee’s emotional labor such as sharing cases of emotional labor or developing a preventative black list. Suggestions and implications were discussed based on the findings of the study.
KEYWORDS

Hotel employee, Emotional labor, Stress, Qualitative research method, Construal theory
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