Employee performance outcomes and burnout following the presentation-of-self in customer-service contexts

  • Catherine Prentice, Po-Ju Chen, Brian King
  • International Journal of Hospitality Management, December 2013, Elsevier
  • DOI: 10.1016/j.ijhm.2013.06.007

The cost of emotional labor

What is it about?

Employee performance outcomes and burnout following the presentation-of-self in customer-service contexts

Why is it important?

This paper contributes to the tourism and hospitality literature by incorporating the concepts of emotional intelligence and occupational commitment as moderators in service settings which involve emotional labor and presentation of self. it is innovative in its incorporation of Organizational citizen behaviors (OCBs) to understand employee and organizational performance

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http://dx.doi.org/10.1016/j.ijhm.2013.06.007

The following have contributed to this page: Catherine Prentice, Professor Brian Edward Melville King, and Brian King