Recognizing the Emotional Element in Service Excellence

Cornell Hospitality Quarterly - Tập 49 Số 3 - Trang 310-316 - 2008
Misty M. Johanson1, Robert H. Woods2
1Cecil B. Day School of Hospitality Administration in the Robinson College of Business at Georgia State University, hrtmmj@ langate.gsu.edu
2University of Nevada, Las Vegas

Tóm tắt

As the interaction between the service provider and guest is at the core of the service experience, this study emphasizes the important role of managing behavior and emotions in the delivery of quality service. This study attempts to identify strategies used by hotels as they assist their employees in dealing with the realities of emotional labor.

Từ khóa


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Thông tin
Thông tin xuất bản

Cornell Hospitality Quarterly

Tập 49 Số 3

310-316

Thông tin tác giả