초록 열기/닫기 버튼
The purpose of this study is to explore the influence of service attitude on emotional labor of hotel employees in the hotel which is located in Abu Dhabi, UAE. To discover the influence of service attitude on emotional labor of hotel employees,three assumptions have been made. This study was done by conducting a questionnaire research. 200 questionnaires were distributed by visit the hotel, 188questionnaires were retrieved, and 162 questionnaires of which were utilized for data analysis. The collected data were analyzed by SPSS 20.0. The results showed that emotional labor is significantly influenced by face-to-face encounter of hotel employees by the guests. But, the employees’ personal characteristics affect emotional labor partly. Employees’ emotional labor influence on service attitude significantly.
키워드열기/닫기 버튼
Face-to-face Encounter, Emotional Labor, Service Attitude
