Show simple item record

dc.contributor.advisorCharoenchai Agmapisarnth
dc.contributor.authorSiriporn Khetjenkarnth
dc.date.accessioned2020-06-19T09:19:40Z
dc.date.available2020-06-19T09:19:40Z
dc.date.issued2018th
dc.identifier.otherb208150th
dc.identifier.urihttps://repository.nida.ac.th/handle/662723737/5066th
dc.descriptionThesis (Ph.D. (Integrated Tourism Management))--National Institute of Development Administration, 2018th
dc.description.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 intentionth
dc.description.provenanceMade available in DSpace on 2020-06-19T09:19:40Z (GMT). No. of bitstreams: 2 5811731006.pdf: 8428456 bytes, checksum: afa3ebf11557a8b608eb7d56ad8d71a5 (MD5) license.txt: 115 bytes, checksum: 2047cfd32b272b6ffc853575a013e11b (MD5) Previous issue date: 7th
dc.format.extent292 leavesth
dc.format.mimetypeapplication/pdfth
dc.language.isoength
dc.publisherNational Institute of Development Administrationth
dc.rightsThis work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.th
dc.subjecte-Thesisth
dc.subjectTurnover intentionth
dc.subjectEmotional laborth
dc.subjectBurnoutth
dc.subject.otherEmotional intelligenceth
dc.subject.otherHotels -- Employeesth
dc.subject.otherHotel front desk personnelth
dc.subject.otherOrganizational commitmentth
dc.subject.otherJob satisfactionth
dc.titleThe 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, Thailandth
dc.typeTextth
mods.genreDissertationth
mods.physicalLocationNational Institute of Development Administration. Library and Information Centerth
thesis.degree.nameDoctor of Philosophyth
thesis.degree.levelDoctoralth
thesis.degree.disciplineIntergrated Tourism Managementth
thesis.degree.grantorNational Institute of Development Administrationth
thesis.degree.departmentThe Graduate School of Tourism Managementth
dc.identifier.doi10.14457/NIDA.the.2018.31


Files in this item

Thumbnail

This item appears in the following Collection(s)

Show simple item record