THE INFLUENCE OF THE EMPLOYEE' COGNITIVE WORKING STYLE ON THE EMOTIONAL LABOR OUTCOMES IN TOURISM FIRMS

THE INFLUENCE OF THE EMPLOYEE' COGNITIVE WORKING STYLE ON THE EMOTIONAL LABOR OUTCOMES IN TOURISM FIRMS

In the article the emotional labor is considered as a process that is determined by peculiarities of work in the tourist sphere. It was suggested 16 components of emotional labour on tourism and hospitality enterprises, their influence on some economic (employee welfare, productivity, employee turno...

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Veröffentlicht in:Visnyk Kyïvsʹkoho nat͡s︡ionalʹnoho universytetu imeni Tarasa Shevchenka. Ekonomika 2017-11, Vol.6 (195), p.11-18
Hauptverfasser: Krupskyi, O., Redko, V.
Format: Artikel
Sprache:eng ; ger
Schlagworte:
cognitive style
emotional labour
organizational culture
Tourism and hospitality
tourism enterprise
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Zusammenfassung:In the article the emotional labor is considered as a process that is determined by peculiarities of work in the tourist sphere. It was suggested 16 components of emotional labour on tourism and hospitality enterprises, their influence on some economic (employee welfare, productivity, employee turnover) and psychological (level of stress, degree of commitment and job satisfaction) indicators is analyzed in terms of staff's cognitive characteristics and chosen by them emotional strategies of it behavior. The influence of the cognition of an individual on the quality of provided services was substantiated.
ISSN:1728-2667
2079-908X
DOI:10.17721/1728-2667.2017/195-6/2