Emotional labor and tourist satisfaction as a consumer experience in the hotel establishment
Service employees are often required to express certain emotions to their customers. Indeed, several studies have been pointing out the importance of the so-called emotional labor on customer’s satisfaction. This paper is a first attempt to investigate the underexplored relationship between emotional labor and tourist satisfaction with the consumption experience provided by the hotel accommodation. A conceptual model of analysis in labor demanding context of service encounter and interaction process will be hereby presented. Moreover, this conceptual model of analysis will be empirically tested in the Hotel dos Templarios, a hotel accommodation located in the Portuguese tourist destination of Tomar.
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