TH-P01-024-interactive - Emotion work and job satisfaction: the role of hotel segment. Differences between seaside and city hotels in Spain.

Track:
Emotions and organizational contexts
What:
Interactive Poster Presentation
When:
1 hour 30 minutes
Where:
O'Brien Foyer
Discussion:
0
 
Emotion in the workplace
Emotions and organizational contexts
TH-P01-024-interactive
Emotion work and job satisfaction: the role of hotel segment. Differences between seaside and city hotels in Spain.
S. Ortiz - Bonnín 1, E. García - Buades 1,*
1Department of Psychology, University of the Balearic Islands, Palma de Mallorca, Spain
 
Content: Purpose: This study investigates the relationship of emotion work, or the requirement to display organizationally desired emotions (“positive emotions”, “negative emotions”, “sensitivity requirements” and “emotional dissonance”) and job satisfaction. Furthermore, it examines if there are differences in emotion work between two hotel segments: seaside hotels and city hotels, and the moderating role of hotel segment in the emotion work – job satisfaction relationship.
Design: Data were collected from 324 Spanish customer contact hotel employees (receptionists and waiters).
Results: hierarchical multiple regression analyses showed that “positive emotions” and “emotional dissonance” were positively and negatively related to job satisfaction respectively. These analyses also indicated that hotel segment was a significant moderator of the relationship between “negative emotions” and “emotional dissonance” and job satisfaction. In addition, t-tests showed that frontline employees of seaside hotels presented higher levels of emotion work (all dimensions) than frontline employees that work in city hotels.
Research implications: different hotel segments place different emotion work requirements on their employees.
Originality: existing research has investigated the differences between leisure and business service from a customer’s point of view. This study contributes to examining the perspective of employees examining ’ if emotion work demands are different depending on the hotel segment and the way they impact on their job satisfaction. 
 
 
 
 
 

 
 

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