The Role of Emotional Intelligence and Emotional Labor among Frontline Employees in Casino Hotel Macao

• 영문명: The Role of Emotional Intelligence and Emotional Labor among Frontline Employees in Casino Hotel Macao
• 발행기관: 한국관광학회
• 저자명: Michael Yadisaputra
• 간행물 정보: 『한국관광학회 국제학술발표대회집』제78차 한국관광학회 국제학술발표대회집, 287~311쪽, 전체 25쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2015.07.01

영문 초록

The concept of emotional intelligence has attracted substantial interest in the popular and organizational psychology literature. Yet, EI is a relatively new concept among hospitality researchers. Casino Hotel as part of hospitality industry in the world is growing up nowadays. In Asia-Pacific region, Macau has become the largest gaming destination in the world. It has recently come to be known as ‘Asia’s Las Vegas’. This study investigated the role of emotional intelligence and emotional labor in Casino Hotel Macao. More specifically, this study aimed was to examine the impact of EI on the relationships among EL acting strategies and their consequential behavioral outcomes. Some results were statistically significant and supported the concept of EI and EL acting strategies. The survey was administered in five stars casino hotel in Macao. Frontline employees of the hotel participated in the survey and a total of two hundreds electronic questionnaires were used for data analysis.

키워드

Emotional Intelligence Emotional Labor Emotional Exhaustion Service Recovery Performance Casino Hotel