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- Title
EFFECTS OF EMOTIONAL LABOR AND JOB SATISFACTION ON ORGANIZATIONAL CITIZENSHIP BEHAVIORS: A CASE STUDY ON BUSINESS HOTEL CHAINS.
- Authors
Chia-Ju Lu; Yi-Yu Shih; Yi-Lien Chen
- Abstract
Because of the growth of the tourism industry, the hospitality industry is flourishing. Employees in the service industry are increasing every year. However, even with the influx of service personnel, staff turnover rates remain high and unstable, indirectly affecting hotels' service quality. In recent years, the service industry has increasingly emphasized staff service quality for customers. This study investigates the effects of hotel staffs' emotional labor and job satisfaction on organizational citizenship behaviors (OCBs). This study obtained 150 sets of questionnaires from business hotel chain staff and investigated the emotional labor that business hotel chain service personnel experience at work, job satisfaction, and their relationship to OCBs using reliability and validity analysis, analysis of variance, correlation analysis, and hierarchical regression analysis. The analyses results revealed that when staff provide intangible services, they display positive emotions, create a positive work environment and atmosphere, their job satisfaction increases, and they have a stronger sense of identity with the hotel. This reduces their willingness to resign and lowers employee turnover. When emotional labor and job satisfaction are high, staff OCBs for the hotel are better.
- Subjects
HOTEL personnel management; QUALITY of work life; JOB satisfaction; EMPLOYEE retention; HOTEL chains
- Publication
International Journal of Organizational Innovation, 2013, Vol 5, Issue 4, p165
- ISSN
1943-1813
- Publication type
Case Study