With the transformation of industrial structure and the structure of labor force, service industry has become increasingly important in global economy. Service quality is a critical competitive edge for service organizations. Front-line employees play a key role in directly facing and delivering services to the customers, often with intentional management of emotions. When emotions are turned from private behaviors to commodity, the organizations have to find out the way to utilize and manage employees¡¦ emotions in order to achieve desirable performance.
The current research aims to examine the relationship among emotional labor, locus of control, job satisfaction, and organizational commitment of the employees in hospitality organizations, and designates job satisfaction as the mediating factor between emotional labor and organizational commitment. Self-administered questionnaires were distributed to employees selected from hotels across the island. 334 questionnaires are collected and analyzed using descriptive statistics, reliability analysis, factor analysis, t-test, one-way ANOVA, correlations and multiple regressions. Important findings include:
1. Employees with internal locus of control have higher organizational commitment and job satisfaction.
2. The more contact and interactions between the employees and customers, the higher emotional labor the employees perceive.
3. There¡¦s a partial mediating effect for job satisfaction on the relationship between emotional labor and organizational commitment.
| Identifer | oai:union.ndltd.org:NSYSU/oai:NSYSU:etd-0901106-152117 |
| Date | 01 September 2006 |
| Creators | Lin, Yuh-jen |
| Contributors | none, none, none, Lichang Lee |
| Publisher | NSYSU |
| Source Sets | NSYSU Electronic Thesis and Dissertation Archive |
| Language | Cholon |
| Detected Language | English |
| Type | text |
| Format | application/pdf |
| Source | http://etd.lib.nsysu.edu.tw/ETD-db/ETD-search/view_etd?URN=etd-0901106-152117 |
| Rights | not_available, Copyright information available at source archive |
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