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@article{ART002470178},
author={Jinkyung Jenny Kim and wang soo myung},
title={A Comparison Study of Service Encounter Employees’ Emotional Labor in Hospitality Industry: Hotel versus Airline},
journal={Journal of Tourism Sciences},
issn={1226-0533},
year={2019},
volume={43},
number={4},
pages={53-70},
doi={10.17086/JTS.2019.43.4.53.70}

TY - JOUR
AU - Jinkyung Jenny Kim
AU - wang soo myung
TI - A Comparison Study of Service Encounter Employees’ Emotional Labor in Hospitality Industry: Hotel versus Airline
JO - Journal of Tourism Sciences
PY - 2019
VL - 43
IS - 4
PB - The Tourism Sciences Society Of Korea
SP - 53
EP - 70
SN - 1226-0533
AB - This study compared emotional labor and its influence on burnout and turnover intention between service encounter employees of hotels and airlines. A survey was conducted with hotel and airline employees who had a minimum of one year of work experience in guest service encounters. A total of 287 samples were employed to evaluate the theoretical framework and to test the research hypotheses. The results of the analyses showed that emotional labor was conducted in a different way between hotel and airline employees: hotel employees experienced more deep acting than surface acting, whereas airline employees experienced more surface acting than deep acting. Surface acting of both hotel and airline employees influenced the formation of greater burnout; in contrast, deep acting played a significant role to mitigate burnout. The burnout caused by emotional labor had an effect on increasing turnover intention. Lastly, the moderating effect of hotel versus airline employees was found in the relationship between deep acting and burnout. In particular, hotel employees showed a greater impact to reduce burnout by deep acting. Our findings are meaningful through a comparative analysis of emotional labor between hotel and airline service encounter employees and may be utilized as a fundamental study for hotel and airline companies to strategize for effective emotional labor and to benchmark between different areas.
KW - Emotional labor;Burnout;Turnover intention;Service encounter employees;Hotel;Airline
DO - 10.17086/JTS.2019.43.4.53.70
ER -

Jinkyung Jenny Kim and wang soo myung. (2019). A Comparison Study of Service Encounter Employees’ Emotional Labor in Hospitality Industry: Hotel versus Airline. Journal of Tourism Sciences, 43(4), 53-70.

Jinkyung Jenny Kim and wang soo myung. 2019, "A Comparison Study of Service Encounter Employees’ Emotional Labor in Hospitality Industry: Hotel versus Airline", Journal of Tourism Sciences, vol.43, no.4 pp.53-70. Available from: doi:10.17086/JTS.2019.43.4.53.70

Jinkyung Jenny Kim, wang soo myung "A Comparison Study of Service Encounter Employees’ Emotional Labor in Hospitality Industry: Hotel versus Airline" Journal of Tourism Sciences 43.4 pp.53-70 (2019) : 53.

Jinkyung Jenny Kim, wang soo myung. A Comparison Study of Service Encounter Employees’ Emotional Labor in Hospitality Industry: Hotel versus Airline. 2019; 43(4), 53-70. Available from: doi:10.17086/JTS.2019.43.4.53.70

Jinkyung Jenny Kim and wang soo myung. "A Comparison Study of Service Encounter Employees’ Emotional Labor in Hospitality Industry: Hotel versus Airline" Journal of Tourism Sciences 43, no.4 (2019) : 53-70.doi: 10.17086/JTS.2019.43.4.53.70

Jinkyung Jenny Kim; wang soo myung. A Comparison Study of Service Encounter Employees’ Emotional Labor in Hospitality Industry: Hotel versus Airline. Journal of Tourism Sciences, 43(4), 53-70. doi: 10.17086/JTS.2019.43.4.53.70

Jinkyung Jenny Kim; wang soo myung. A Comparison Study of Service Encounter Employees’ Emotional Labor in Hospitality Industry: Hotel versus Airline. Journal of Tourism Sciences. 2019; 43(4) 53-70. doi: 10.17086/JTS.2019.43.4.53.70

Jinkyung Jenny Kim, wang soo myung. A Comparison Study of Service Encounter Employees’ Emotional Labor in Hospitality Industry: Hotel versus Airline. 2019; 43(4), 53-70. Available from: doi:10.17086/JTS.2019.43.4.53.70

Jinkyung Jenny Kim and wang soo myung. "A Comparison Study of Service Encounter Employees’ Emotional Labor in Hospitality Industry: Hotel versus Airline" Journal of Tourism Sciences 43, no.4 (2019) : 53-70.doi: 10.17086/JTS.2019.43.4.53.70