Examining to what Extent Do Employees Express Emotional Labor: An Application on Front-office Department in Five-star Hotels in Cairo

Document Type : Original Article

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Faculty of Tourism and Hotel Management, Helwan University, Egypt.

Abstract

Managing emotions of the hotel employees has been identified as a significant   aspect of retaining loyal guests. This study aims to examine to what extent hotel front-office employees express emotional labor in five-star hotels in Cairo. This study employed a self-administered questionnaire as the data collection instrument. The questionnaire included 25 items, which divided into five groups, i.e., surface acting (SA), deep acting (DA), job autonomy (JA), social support (SS), and job satisfaction (JS). Structural equation modelling (SEM) and Sobel test were used to test the proposed direct and indirect hypotheses using AMOS version 20. The results of the current study offer practical implications for scholars and hotel practitioners. The findings showed that both surface and deep acting have a direct effect on job satisfaction. The results also reported that job autonomy has a direct effect on surface acting and job satisfaction. Moreover, the findings revealed that social support has a direct effect on deep acting and indirect effect on job satisfaction.

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