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The Relationship among Emotional Labour,Job Burnout and Job Satisfaction of Hotel Employees

Author: QiHaiXia
Tutor: WengGangMin; ShiXingLong
School: Yanshan University
Course: Tourism Management
Keywords: hotel staff emotional labor job burnout job satisfaction relationshipsresearch
CLC: F272.92
Type: Master's thesis
Year: 2013
Downloads: 12
Quote: 0
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Abstract


As the third form of labor, emotional labor which is different from the manual andintellectual labor is more and more concerned by scholars and practitioners. Frequentlycontacting with the guest, the hotel staff must to face the challenge of emotional labor,thereby, that will affect their job burnout and job satisfaction. Therefore, it has becominga hot issue that reasonable controlling and regulating the employee’s emotional labor,preventing job Burnout, and improving the job satisfaction.Based on the recent research, this article discussed the relationship betweenemotional labor, job Burnout and job satisfaction by using the questionnaire approachand taking the staff of five hotels for samples.Firstly, by analyzing the existing theoretical achievements at home and abroad, wefound the study of emotional labor in China, especially in the hotel industry is not somuch. By combining foreign and Taiwan-related research, this article established aresearch model about emotional labor, job Burnout and job satisfaction and maderesearch assumptions.Secondly,the author selected foreign mature measuring scale about emotionallabor,job burnout and job satisfaction and has made the data analysis by spass18.0, themainly statistics method including description statistics, ANOVA, t-test, partial,regression analysis. Then we reach a conclusion as below: the two dimensions ofemotional labor has found significant differences in education background; Emotionalexhaustion and depersonalization has found significant differences in sex; Surface actingas a dimension of emotional labor has positive relationships with emotional exhaustionand depersonalization, but has no significant effect on job satisfaction; Deep acting as adimension of emotional labor has positive relationship with job satisfaction, but hasnegative relationships with depersonalization and diminished personal accomplishment.Finally, to the research findings, this study gives the countermeasure to improve theeffect of emotional management in hotel industry.This article is not only a useful addition to emotional labor study, but also provides the theoretical basis and practical guidance for staff recruitment, training and emotionallabor management in the hotel industry.

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CLC: > Economic > Economic planning and management > Enterprise economy > Enterprise planning and management decision - making > Corporate Administration > Personnel Management
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