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@article{ART001288976},
author={Wha-In Lee},
title={The Effects of Hotel Employees’ Brand Identification and Service Value Perception on Emotional Dissonance and Pro-Customer Role Performance},
journal={Journal of Tourism Sciences},
issn={1226-0533},
year={2008},
volume={32},
number={5},
pages={297-314}

TY - JOUR
AU - Wha-In Lee
TI - The Effects of Hotel Employees’ Brand Identification and Service Value Perception on Emotional Dissonance and Pro-Customer Role Performance
JO - Journal of Tourism Sciences
PY - 2008
VL - 32
IS - 5
PB - The Tourism Sciences Society Of Korea
SP - 297
EP - 314
SN - 1226-0533
AB - Service providers’ emotional state at the hotel service counter is an essential factor that plays a critical role in determining the quality of the customer service. Hotel employees’ heart-felt responses to the customer needs add a personal touch to the employees’ job performances and consequently enhance their service commitment. This study investigated the antecedents and consequences of hotel service employees’ emotional dissonance. The results indicated that brand identification and service value perception have significant suppressing effects on service employees’ emotional dissonance. This study also examined the path that emotional dissonance leads to passive pro-customer behavior of hotel service employees. It found the significant mediating effects of depersonalization between emotional dissonance and voluntary pro-customer role performance.
KW - Brand identification;Service value perception;Emotional dissonance;Pro-customer role performance;Depersonalization
DO -
UR -
ER -

Wha-In Lee. (2008). The Effects of Hotel Employees’ Brand Identification and Service Value Perception on Emotional Dissonance and Pro-Customer Role Performance. Journal of Tourism Sciences, 32(5), 297-314.

Wha-In Lee. 2008, "The Effects of Hotel Employees’ Brand Identification and Service Value Perception on Emotional Dissonance and Pro-Customer Role Performance", Journal of Tourism Sciences, vol.32, no.5 pp.297-314.

Wha-In Lee "The Effects of Hotel Employees’ Brand Identification and Service Value Perception on Emotional Dissonance and Pro-Customer Role Performance" Journal of Tourism Sciences 32.5 pp.297-314 (2008) : 297.

Wha-In Lee. The Effects of Hotel Employees’ Brand Identification and Service Value Perception on Emotional Dissonance and Pro-Customer Role Performance. 2008; 32(5), 297-314.

Wha-In Lee. "The Effects of Hotel Employees’ Brand Identification and Service Value Perception on Emotional Dissonance and Pro-Customer Role Performance" Journal of Tourism Sciences 32, no.5 (2008) : 297-314.

Wha-In Lee. The Effects of Hotel Employees’ Brand Identification and Service Value Perception on Emotional Dissonance and Pro-Customer Role Performance. Journal of Tourism Sciences, 32(5), 297-314.

Wha-In Lee. The Effects of Hotel Employees’ Brand Identification and Service Value Perception on Emotional Dissonance and Pro-Customer Role Performance. Journal of Tourism Sciences. 2008; 32(5) 297-314.

Wha-In Lee. The Effects of Hotel Employees’ Brand Identification and Service Value Perception on Emotional Dissonance and Pro-Customer Role Performance. 2008; 32(5), 297-314.

Wha-In Lee. "The Effects of Hotel Employees’ Brand Identification and Service Value Perception on Emotional Dissonance and Pro-Customer Role Performance" Journal of Tourism Sciences 32, no.5 (2008) : 297-314.