The impacts of cultural intelligence and emotional labor on the job satisfaction of luxury hotel employees
International Journal of Hospitality Management
; 100:1-12, 2022.
Article
in English
| APA PsycInfo | ID: covidwho-2267857
ABSTRACT
Within luxury hotels targeting multinational segments, frontline service staff are essential to creating unique, personalized experiences for high-value, discerning clientele. Performing emotional labor and utilizing cultural intelligence are key to ensuring exceptional cross-cultural service encounters, but which also create additional pressures for frontline staff. This study aims to assess the impacts of a comprehensive range of emotional labor and cultural intelligence (CQ) on employees' job satisfaction. Cognitive CQ, motivational CQ, emotive dissonance, and expression of naturally felt emotions were shown to influence job satisfaction. Moreover, the study engaged senior executives from luxury hotels to further discuss the survey results. This approach helped the researchers and practitioners to (re)contextualize the study's key findings, which were used to reflect on managers' understanding of cultural intelligence, emotional labor and job satisfaction. The discussions highlighted how these issues were incorporated in luxury hotels' human resource practices in general and especially during the COVID-19 crisis. (PsycInfo Database Record (c) 2023 APA, all rights reserved)
Cultural intelligence; Emotional labor; Job satisfaction; Luxury experiences; Service management; luxury hotel; hotel employees; emotive dissonance; emotive effort; employees' emotions, *Intelligence, *Job Satisfaction, *Hospitality Industry, Cognitive Dissonance, Emotional Adjustment, Emotional Control, Employee Attitudes, Personnel Attitudes & Job Satisfaction [3650], Human Male Female Adulthood (18 yrs & older) Young Adulthood (18-29 yrs) Thirties (30-39 yrs) Middle Age (40-64 yrs) Aged (65 yrs & older), Hong Kong
Full text:
Available
Collection:
Databases of international organizations
Database:
APA PsycInfo
Type of study:
Experimental Studies
Language:
English
Journal:
International Journal of Hospitality Management
Year:
2022
Document Type:
Article
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