When I put on my service mask: Determinants and outcomes of emotional labor among hotel service providers according to affective event theory

International Journal of Hospitality Management

Volumn 31, Issue 1, 2012, Pages 3-11

  Lam, Wing ^a   Chen, Ziguang ^b  

^a HONG KONG POLYTECHNIC UNIVERSITY   (Hong Kong)

^b CITY UNIVERSITY OF HONG KONG   (Hong Kong)

Author keywords

Affective event theory; Emotional labor; Hotel service employees; Negative emotions; Service quality

Indexed keywords

EID: 80051790664     PISSN: 02784319     EISSN: None     Source Type: Journal    
DOI: 10.1016/j.ijhm.2011.04.009     Document Type: Article

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