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961.
Kay H. Chu Melissa A. Baker Suzanne K. Murrmann 《International Journal of Hospitality Management》2012
A growing body of literature has confirmed the deleterious effects of emotional labor on service employees. The study adds to it by investigating two hypothesized antecedents to emotional labor; affectivity and empathy which is conceptualized as a two-dimensional construct composed of emotional contagion and empathic concern. It also examines the impact of emotional labor on job satisfaction and exhaustion. The results confirmed a two-dimensional structure of emotional labor, emotive dissonance, and emotive effort. Hospitality employees with higher positive affect tend to experience less emotive dissonance while individuals with higher negative affect exert more effort to enact emotional labor. A positive relationship was found between emotional contagion and emotive dissonance, and emotive effort and job satisfaction. The results also suggested a negative relationship between emotive effort and emotional exhaustion. An unexpected negative relationship was found between emotional dissonance and emotional exhaustion. Managerial implications discuss training and acting techniques to more effectively manage employee emotional labor. 相似文献
962.
Alejandro García-Pozo Juan A. Campos-Soria José L. Sánchez-Ollero Macarena Marchante-Lara 《International Journal of Hospitality Management》2012,31(1):266-275
In this work we estimate human capital returns in the Spanish hospitality sector using an expanded version of the Mincer wage equation (1974). In addition, wage differences in the main tourist regions are quantified using the wage decomposition of Oaxaca (1973) and Blinder (1973) from a gender perspective. Using data from the 2006 Spanish Wage Structure Survey (Encuesta de Estructura Salarial), all the regions under analysis show lower education returns in the hospitality sector when compared to other private services. The same results are found for the other human capital variables used. There are significant differences in education returns between regions, especially in Catalonia and the Canary Islands. The main wage gap in the Canary Islands and the Madrid region is due to differences in returns in the observed variables, whereas in other regions most of the differences are due to the resources allocated. Furthermore, gender wage differences are found in all the regions. The largest estimated wage gap between men and women occurs in the Balearic Islands followed by Catalonia and the Community of Valencia. In contrast, equality between genders is greater in the Community of Madrid. 相似文献
963.
Dr. Stefan Jarolimek Arthur Dubowicz B.A. Janine Greyer B.A. Julia Kunkel B.A. Roman Obst B.A. Alexander Sängerlaub B.A. Christin Schink B.A. Tobias Thobaben B.A. Mandy Vogt B.A. 《Publizistik》2010,55(4):405-425
In the second half of 2009, the entire media agenda in Germany was dominated by the swine flu, next to the German Federal Parliament elections. Criticism was voiced in the media against the pharmaceutical industry for lobbying the nationwide swine flu vaccination, which was widely considered nothing but a product of the industry’s lobbying power. In order to avoid the usual interviews with lobbyists, we attempted to apply a new methodological framework approach in analysing lobbying processes and key stakeholders in the public sphere—and outside. Crucial to the diversified approach, which involves quantitative content analysis of media coverage and press releases, are interviews with journalists, lobbyists’ network analysis and internet research on biographies. Although a conspiracy could not be conclusively proven, the results do indicate associations that validate the criticism of the industry’s lobbying activities. 相似文献
964.
This paper introduces the metafrontier concept to account for the environmental and technological differences between various hotels groups. The interesting feature of the model is that it ensures that heterogeneous hotels are compared based on one homogenous technology. We test the model using a panel data sample of 78 Taiwanese hotels. The results clearly indicate that the size, ownership, and classification of a particular hotel have a significant impact on its efficiency. More implications of the results are provided. 相似文献
965.
Personalisation refers to individualizing products, services, and contents according to customer interests and preferences. In order to deliver appropriate personalised offerings, firms inevitably need to collect rich customer data profiles. Prior research suggests that personalised services lead to positive customer responses such as increased willingness to disclose personal information and make purchases. However, another stream of research emphasizes negative outcomes of personalisation – namely, privacy concerns surrounding the use of personal information and associated negative effects on behaviour. The objectives of this study are twofold: (1) to examine how privacy assurance affects proximal outcomes of personalisation, such as perceived usefulness and privacy concerns; and (2) to identify the role such outcomes play in predicting customer behavioural responses, such as willingness to disclose personal information and make purchases. Our findings show that enhancing privacy assurance increases the perceived usefulness of services and decreases customer privacy concerns. Moreover, customer behavioural responses are positively related to the perceived usefulness of services and negatively associated with privacy concerns. However, despite the positive effects on perceived usefulness and purchase intentions, personalisation has no effect on privacy concerns and intentions to disclose personal information. 相似文献
966.
This study uses the Malmquist index with bias correction to analyze the performance of hotel chains from the UAE, Saudi Arabia and Oman. We show that Saudi Arabia hotel chains have the highest productivity growth, followed by the UAE and Omani hotel chains. A further decomposition of productivity indicates that a small number of hotel chains experienced an increase in revenues for lower occupancy rate, while most other hotel chains experienced an increase in occupancy rate for lower revenues. Related market discussions of the results are provided. 相似文献
967.
968.
The U.S. Department of Transportation (DOT) defines a flight as “delayed” if it arrives 15+ minutes late. The DOT “flight counting” delay definition is used to rank airline/airport service quality. An obvious caveat of counting flight delays is that the duration of delay plays no role in the delay count. The purpose of this article is to propose an aggregate delay measure that is sensitive to the distribution of time delayed among passengers. The importance of this work is that our derived delay measure reflects passenger preferences rather than the arbitrary delay cutoff established by the DOT. We model passengers' preference ordering using the criteria that passengers prefer fewer, shorter, and more equal delay times. 相似文献
969.
从自我认同与群体归属两种需要的分析视角,作者得出了四种观察中国与非中国之间关系的视野:国家、亚洲、文明与天下。其中,从中国的角度出发,观察非中国的视野主要是国家与天下。如果继续按照自我认同与群体归属两种需要的区分,我们可得出国家权力、霸道、主权身份以及中心-边陲四种叙事的文本。简言之,看待中国崛起不是一件纯粹的客观之事,而是涉及观察者的群我关系之深层需要。中国研究不仅是一个应该适应国情并随之调整的方法论问题,而且它还涉及知识形成的前提,亦即中国与非中国关系所涉及的群我关系。群我关系的形成与认知须靠文化形塑,进而使行为主体形成对中国崛起的认识角度与文本选择。 相似文献
970.