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A Comparison Study of Service Encounter Employees’ Emotional Labor in Hospitality Industry: Hotel versus Airline

  • Journal of Tourism Sciences
  • Abbr : JTS
  • 2019, 43(4), pp.53-70
  • DOI : 10.17086/JTS.2019.43.4.53.70
  • Publisher : The Tourism Sciences Society Of Korea
  • Research Area : Social Science > Tourism
  • Received : August 3, 2018
  • Accepted : March 14, 2019
  • Published : June 1, 2019

Jinkyung Jenny Kim 1 wang soo myung 2

1세종대학교
2동서울대학교

Excellent Accredited

ABSTRACT

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.

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