Upscale hotel employees’ surface acting: The roles of perceived individualized consideration and emotional intelligence
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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… read more here.
Keywords: hotel employees; surface acting; individualized consideration; upscale hotel ... See more keywords