Abstract
The aim of the present study is to explore and examine the effect of emotional intelligence on employee’s performance through the mediating role of emotional labor acting strategies and emotional exhaustion in hotel industry. The statistical population included employees of four and five-star hotels ...
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The aim of the present study is to explore and examine the effect of emotional intelligence on employee’s performance through the mediating role of emotional labor acting strategies and emotional exhaustion in hotel industry. The statistical population included employees of four and five-star hotels in Tehran, from whom 270 individuals were selected using convenience sampling. Data collection instrument was a standard questionnaire in which face validity and Cronbach’s Alfa coefficient were used to get validity and reliability, respectively. Structural equation modeling and LISREL software were used to examine the studied model. The obtained results indicate that emotional intelligence has a significant positive impact on deep acting and employee performance while it has also a significant negative impact on surface acting. Although, Surface acting and emotional exhaustion have a significant negative impact on employee performance , deep acting has a significant positive impact on employee performance
Ardeshir Shiri; Mahdi Dehghani Soltani; A'azam Soltani Banavandi; Hossein Farsizadeh
Volume 10, Issue 31 , September 2015, , Pages 19-39
Abstract
Along with increasing development of service economy and competition in hotelindustry, emotions accompanied with labor have become important within thisindustry. Surface and deep acting are considered as the strategies for emotionallabor, through which people try to control their own emotions in the ...
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Along with increasing development of service economy and competition in hotelindustry, emotions accompanied with labor have become important within thisindustry. Surface and deep acting are considered as the strategies for emotionallabor, through which people try to control their own emotions in the workplace.Therefore, present research has been carried out with the aim of studying andexamining the impact of emotional labor on customer's satisfaction through themediating role of job satisfaction in hotel industry.Population of the study consists of employees and customers of 4 and 5 starhotels in Tehran. In order to obtain sample size, Simple Random sampling waywas applied and 385 were selected. This research is regarded as an appliedstudy in terms of purpose and is a descriptive survey in terms of data collecting.In order to analyze data, structural equations' modeling was used.Findings showed that employees' job satisfaction and deep acting have asignificant impact on customer's satisfaction. Surface and deep acting have alsoa significant impact on customer's satisfaction through job satisfaction whilesurface acting has no significant impact on customer's satisfaction Byconsidering this fact that deep acting has a different mechanism in adjustingemotions compared to surface acting, Hotels may consider required trainingplans for employees to strengthen deep acting strategies, through which they canoffer effective deep acting. So, in this way, they can increase costumers’satisfaction
