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The effects of emotional labor and moderating roles of gender, age, and manager emotional intelligence on the job and organizational outcomes: a case study of frontline hotel employees in Phuket, Thailand

by Siriporn Khetjenkarn

Title:

The effects of emotional labor and moderating roles of gender, age, and manager emotional intelligence on the job and organizational outcomes: a case study of frontline hotel employees in Phuket, Thailand

Author(s):

Siriporn Khetjenkarn

Advisor:

Charoenchai Agmapisarn

Degree name:

Doctor of Philosophy

Degree level:

Doctoral

Degree discipline:

Intergrated Tourism Management

Degree department:

The Graduate School of Tourism Management

Degree grantor:

National Institute of Development Administration

Issued date:

2018

Digital Object Identifier (DOI):

10.14457/NIDA.the.2018.31

Publisher:

National Institute of Development Administration

Abstract:

        In the high competition of the hospitality and service industry, hotels are in the process of intensely managing their employees’behavior and emotions, and this can have a detrimental impact on frontline employees’ work attitudes, job performance, and behavior within the organization. In Thailand, there are still pressing questions regarding these issues. The objectives of this study were to examine the relationships among emotional labor, burnout, job satisfaction, turnover intention, and organizational commitment, and to compare the moderating roles of the employee’s gender, age, and manager emotional intelligence affecting emotional labor concerning the job satisfaction and burnout of hotel frontline employees in Thailand. A total of 509 subjects were investigated. With the structural equation modeling (SEM) and multiple group analysis technique used in this study, the positive and negative significant effects of emotional labor concerning job and organizational outcomes, and the moderating roles of age and manager emotional intelligence, were determined. The managerial implications from the results of the study can have beneficial outcomes for the hospitality and service industry, particularly regarding the human resource management process in terms of dealing and custom treat with employees’ emotional labor.   Keywords: burnout, emotional labor, job satisfaction, organizational commitment, turnover intention

Description:

Thesis (Ph.D. (Integrated Tourism Management))--National Institute of Development Administration, 2018

Subject(s):

Emotional intelligence
Hotels -- Employees
Hotel front desk personnel
Organizational commitment
Job satisfaction

Keyword(s):

e-Thesis
Turnover intention
Emotional labor
Burnout

Resource type:

Dissertation

Extent:

292 leaves

Type:

Text

File type:

application/pdf

Language:

eng

Rights:

This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.

URI:

https://repository.nida.ac.th/handle/662723737/5066
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ทรัพยากรสารสนเทศทั้งหมดในคลังปัญญา ใช้เพื่อประโยชน์ทางการเรียนการสอนและการค้นคว้าเท่านั้น และต้องมีการอ้างอิงแหล่งที่มาทุกครั้งที่นำไปใช้ ห้ามดัดแปลงเนื้อหา และทำสำเนาต่อ รวมถึงไม่ให้อนุญาตนำไปใช้ประโยชน์เพื่อการค้า ไม่ว่ากรณีใด ๆ ทั้งสิ้น



This item appears in the following Collection(s)

  • GSTM: Dissertations [76]

Except where otherwise noted, content on this site is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International license.

Copyright © National Institute of Development Administration | สถาบันบัณฑิตพัฒนบริหารศาสตร์
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Except where otherwise noted, content on this site is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International license.

Copyright © National Institute of Development Administration | สถาบันบัณฑิตพัฒนบริหารศาสตร์
Library and Information Center | สำนักบรรณสารการพัฒนา
Email: NIDAWR@nida.ac.th    Chat: Facebook Messenger    Facebook: NIDAWisdomRepository
 

 

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