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Published in 2019 at "Journal of Hospitality and Tourism Management"
DOI: 10.1016/j.jhtm.2019.09.001
Abstract: Abstract Emotional labor is considered as part of occupational norms, especially in the upscale hotel industry that offers high-end customer services. This study focuses on the positive effects of surface acting and examines how hotel…
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Keywords:
hotel employees;
surface acting;
individualized consideration;
upscale hotel ... See more keywords