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این مقاله علمی پژوهشی (ISI) به زبان انگلیسی از نشریه الزویر مربوط به سال ۲۰۲۲ دارای ۱۲ صفحه انگلیسی با فرمت PDF می باشد در ادامه این صفحه لینک دانلود رایگان مقاله انگلیسی و بخشی از ترجمه فارسی مقاله موجود می باشد.
کد محصول: M1229
سال نشر: ۲۰۲۲
نام ناشر (پایگاه داده): الزویر
نام مجله: Tourism Management
نوع مقاله: علمی پژوهشی (Research articles)
تعداد صفحه انگلیسی: ۱۲ صفحه PDF
عنوان کامل فارسی:
مقاله انگلیسی ۲۰۲۲ : پیش بینی کننده های کار عاطفی برای تور لیدرها (مسئول گردشگران): چارچوبی برای کارگران گردشگری
عنوان کامل انگلیسی:
Antecedents of emotional labour for holiday representatives: A framework for tourism workers
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Abstract
Despite advances in the tourism literature on emotional labour (EL), there is still a need to provide a detailed understanding of the antecedents because of their impact on tourism employees’ workplace performance. This research presents a comprehensive framework of these antecedents by adopting a multi-method qualitative research design. Data was collected from 21 holiday representatives employed overseas by UK based tour operators. These employees were selected because they experience one of the highest levels of EL in customer service roles. The findings reveal that EL is multifaceted and complex. It identifies a new category of antecedents related to the work context and the myriad of workplace relationships which impact how these employees construct their EL. It provides insights into job roles where there are no clear distinctions between work and leisure, increasingly identified as typical for tourism workers. The findings inform tour operator policies on recruitment, training, and employee support.
Keywords: Emotional labour, Antecedents, Holiday representatives, Tour operators, Tourism workers
۱.Introduction
Emotional labour (EL) is widely acknowledged to be part of the working lives of tourism employees (Guerrier & Adib, 2003; Lee & Madera, 2019; Shani, Uriely, Reichel, & Ginsburg, 2014; Wong & Wang, 2009). The way these workers perform their jobs influences tourist satisfaction and creates memorable holiday experiences (Wong & Wang, 2009; Koikkalainen, Valkonen, & Huilaja, 2016; Pagliarin, 2017). Tourism employees, therefore, are expected to show positive organisationally desired emotions such as cheerfulness, friendliness or empathy (Saxena, 2016; Van Dijk & Kirk, 2008) during service interactions regardless of their true feelings (Pizam, 2004; Wong & Wang, 2009)…
۵.Conclusion and implications
This research set out to investigate the antecedents of EL. Building on the in-depth, empirical data from holiday representatives, the findings provide a holistic view of EL and clearly identified that EL is multifaceted and complex. The results also suggest that the most important antecedent of EL is the work environment. The research is timely for tourism because it also identified a new category of antecedents of EL related to the work context of these holiday representatives; context specific antecedents. Previous research has not uncovered this (cf. Guerrier & Adib, 2003; Lee & Madera, 2019; Wong & Wang, 2009). The results of this study disclosed that relationships with the tour operator, colleagues, line managers and suppliers were also fundamental to the way these holiday representatives construct their EL. There has been a dominance of research on customer-employee interactions (Lam & Chen, 2012; Lee, Ok, Lee, & Lee, 2018; Moon et al., 2013) but the literature is scant on the impact of other stakeholder relationships…