Emotional labor e satisfação do turista com a experiência de consumo no estabelecimento hoteleiro
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https://doi.org/10.26358/srgivol2ar17
Resumo
A expressão de certas emoções é, muitas vezes, algo requerido aos trabalhadores de empresas prestadoras de serviços. De facto, vários estudos têm sublinhado a importância do chamado emotional labor na satisfação dos clientes. A presente comunicação é um primeiro esforço de tentar estabelecer a relação, ainda pouco explorada, entre emotional labor e satisfação do turista com a experiência de consumo no estabelecimento hoteleiro. Para tal, propõe-se um modelo de análise em contexto laboral exigente de encontro de serviço e processo de interação. Este modelo será empiricamente testado no Hotel Templários, localizado no destino turístico de Tomar.
Referências
›› Anderson, B., Provis, C. & Chappel, S. (2002). The recognition and management of emotional labor in the tourism industry. Research Report. http://crctourism.com.au (Consultado em 15 de março de 2016).
›› Arussy, L. (2010). Customer Experience Strategy. The Complete Guide From Innovation to Execution. New Jersey: 4i – Strativity Group Media Company.
›› Ashforth, B. E. & Humphrey, R. H. (1993). Emotional labor in service roles: The influence of identity. Academy of Management Review 18(1), pp. 88 - 115.
›› Ashkanasy, N. M., Härtel, C. E. J & Daus, C. S. (2002). “Advances in organizational behavior: Diversity and emotions.” Journal of Management 28, pp. 307-338.
›› Berry, L., Carbone, L., & Haeckel, S. (2002). Managing the total customer experience. MIT Sloan Management Review 43(3), pp. 95 – 89.
›› Briner, R. B. (1999). The neglect and importance of emotion at work. European Journal of Work and Organizational Psychology 8, pp. 323 - 346.
›› Brotheridge, C. M. & Lee, R. T. (2003). Development and validation of the Emotional Labor Scale. Journal of Occupational and Organizational Psychology 76, pp. 365 - 379.
›› Brotheridge, C. M. & Grandey, A. (2002). Emotional labor and burnout: Comparing two perspectives of “people work.” Journal of Vocational Behavior 60, pp. 17-39.
›› Chauhan, V. & Manhas, D. (2014). Dimensional analysis of customer experience in civil aviation sector. Journal of Service Research 14 (April – September), pp. 75 – 98.
›› Chathoth, P., Altinay, L., Harrigton, R. J., Okumus, F. & Chan, E. S. W. (2013). Co-production versus co-creation: A process based continuum in the hotel service context. International Journal of Hospitality Management 32 (March), pp. 11 - 20.
›› Carvalho, C., Serra, M., Silva, D. L. & Figueiredo, C. (2011). Emotional Labor em profissionais do ensino e da saúde: Análise de duas estruturas dimensionais. Psychologica 95, pp. 95 – 113.
›› Frow, P. & Payne, A. (2007). Towards the “perfect” customer experience. Journal of Brand Management 15(2), pp. 89 – 101.
›› Grandey, A. A. (2000). Emotion regulation in the workplace: A new way to conceptualize Emotional Labor. Journal of Occupational Health Psychology 5(1), pp. 95 - 110.
›› Gentile, C., Spiller, N. & Noci, G. (2007). How to sustain the customer experience: an overview of experience components that co-create value with the customer. European Management Journal 25, pp. 395 – 410.
›› Giese, J. L. & Cote, J. A. (2000). Defining consumer satisfaction. Academy of Marketing Science Review 2000(1), pp. 1 – 24.
›› Gil, A. R. (2001). Los recursos humanos en el sector turístico español: organización de trabajo y empleo. Barcelona: Editorial Ariel, S.A.
›› Gilmore, J. H. & Pine II, J. (2002). Customer experience places: the new offering frontier. Strategy & Leadership 30(4), pp. 4 – 11.
›› Godwyn, M. (2006). Using Emotional Labor to Create and Maintain Relationships in Service Interations. Simbolic Interaction 29(4), pp. 487 – 506.
›› Goleman, D. (1998). Inteligência Emocional. Tradução de Álvaro Augusto Fernandes. Lisboa: Temas e Debates.
›› Goleman, D. (1997). Trabalhar com Inteligência Emocional. Tradução de Mário Dias Correia. Lisboa: Temas e Debates.
›› Grandey, A. A. (2003). When “The show must go on”: Surface acting and deep acting as determinants of emotional exhaustion and peer-rated service delivery. Academy of Management Journal 46(1), pp. 86-96.
›› Gremler, D. (2004). The critical incident technique in service research. Journal of Service Research 7(1), pp. 65 – 89.
›› Grönroos, C. & Ravald, A. (2011). Service as business logic: implications for value creation and marketing. Journal of Service Management 22(1), pp. 5 – 22.
›› Groth, M., Henning-Thurau, T. & Walsh, G. (2009). Customer reactions to emotional labor: the role of employee acting strategies and customer detection accuracy. Academy of Management Journal 52(5), pp. 958 – 974.
›› Heinonen, K., Strandvik, T., Mickelsson, K.-J., Edvardsson, B., Sundström, E. & Andersson, P. (2010). A customer-dominant logic of service. Journal of Service Management 21(4), pp, 531 - 548.
›› Hochschild, A. R. (1983). The Managed Heart: Commercialization of Human Feeling. Berkeley: University of California Press.
›› Homburg, C., Koschate, N. & Hoyer, W. (2006). The role of cognition and affect in the formation of customer satisfaction: a dynamic perspective. Journal of Marketing 70(3), pp. 21 – 31.
›› Hunt, K. H. (1977). Customers Satisfaction/dissatisfaction – Overview and Future Directions. In Hunt, K. H. Conceptualization and Measurement of Customer Satisfaction and Dissatisfaction. Cambridge: Marketing Science Institute.
›› Hur, W-M., Moon, T-W. and Jung, Y. S. (2015). Customer response to employee emotional labor: the structural relationship between emotional labor, job satisfaction, and customer satisfaction. Journal of Service Marketing 29(1), pp. 71–80.
›› Jüttner, U., Schaffner, D., Windler, K. & Maklan, S. (2013). Customer service experiences. Developing and applying a sequential incident laddering technique. European Journal of Marketing 47(5/6), pp. 738 – 768.
›› Laros, F. J. M. & Steenkamp, J.-B. E. M. (2005). Emotions in consumer behavior: a hierarchical approach. Journal of Business Research 58, pp. 1437-1445.
›› Lindgreen, A., Vanhamme, J. & Beverland, M. B. (2009). Memorable Customer Experiences. A Research Anthology. England: Gower Publishing Limited.
›› Lusch, R. F. & Vargo, S. L. (2011). Service-dominant logic: a necessary step. European Journal of Marketing 45(7/8), pp. 1298 – 1309.
›› Lusch, R. F., Vargo, S. L. & O’Brien (2007). Competing thought service: Insights from service-dominant logic. Journal of Retailing 83(1), pp. 5 – 18.
›› Martins, C. C., Mendes, J. C. & Guerreiro, M. M. M. (2011). Monitorização da Satisfação dos Turistas com os Safaris. Turismo em Análise 22(1), pp. 146 – 167.
›› Mattila, A. S. & Enz, C. A. (2002). The role of emotions in service encounters. Journal of Service Research 4(4), pp. 268-277.
›› Meyer, C. & Schwager, A. (2007). Understanding customer experience. Harvard Business Review 85(2), pp. 117 – 126.
›› Montgomery, A. J., Panagopolou, E., Wildt, M. & Meenks, E. (2006). Work–Family Interference, Emotional Labor and Burnout. Journal of Managerial Psychology 21, pp. 36 - 51.
›› Morris, J. A. & Feldman, D. C. (1996). The dimensions, antecedents, and consequences of emotional labor. Academy of Management Review 21(4), pp. 986 - 1010.
›› Pacheco, J. D. L. (2014). Marketing experiencial, emoções, satisfação e lealdade: um estudo empírico em Serralves em festa. Dissertação de Mestrado não publicada. Porto: ISCAP-IPP.
›› Palmer, A. (2010). Customer experience management: a critical review of an emerging idea. Journal of Service Marketing 24(3), pp. 196 – 208.
›› Phillips, D. M. & Baumgartner, H. (2002). The role of consumption emotions in the satisfaction response. Journal of Consumer Psychology 12, pp. 243-252.
›› Pine II, J. & Gilmore, J. H. (1998). Welcome to the Experience Economy. Harvard Business Review July-August, pp. 97-105.
›› Prahalad, C. K. & Ramaswamy, V. (2003). The New Frontier of Experience Innovation. MIT Sloan Management Review 44(4), pp. 12-18.
›› Pugliesi, K. (1999). The consequences of emotional labor: Effects on work stress, job satisfaction, and well-being. Motivation and Emotion 23(2), pp. 125 - 154.
›› Reynolds, T. J. & Phillips, J. M. (2008). A review and comparative analysis of laddering research methods: recommendations for quality metrics. Review of Marketing Research 5, pp. 130 – 174.
›› Reynolds, T. & Gutman, J. (1988). Laddering theory, methods, analysis end interpretation. Journal of Advertising Research 28(1), pp. 1 – 31.
›› Schmitt, B. H. (1999). Experiential Marketing. NY: The Free Press.
›› Stauss, B. & Weinlich, B. (1997). Process-oriented measurement of service quality. Applying the sequential incident technique. European Journal of Marketing 31(1), pp. 33 – 55.
›› Sundbo, J. & Darmer, P. (2008). Creating Experiences in the Experience Economy. UK: Edward Elgar Publishing Limited.
›› Tsai, W. (2001). Determinants and consequences of employee displayed positive emotions. Journal of Management 27(4), pp. 497–512.
›› Van Dijk, P. A., Smith, L. D. G & Cooper, B. K. (2011). Are you for real? An evaluation of the relationship between emotional labour and visitor outcomes. Tourism Management 32, pp. 39 - 45.
›› Vargo, S. L. & Lusch, R. F. (2004). Evolving to a New Dominant Logic for Marketing. Journal of Marketing 68 (January), pp. 1–17.
›› Voss, C., Roth, A. V. & Chase, R. B. (2008). Experience, service operations strategy, and services as destination: Foundations and Exploratory Investigation. Production and Operations Management 17(3), pp. 247 – 266.
›› Wooddruff, R. B., Cadotte, E. R. & Jeukins, R, L. (1983). Modeling Consumer Satisfaction Process Using Experience – Based Norms. Journal of Marketing Research 20 (August), pp. 296 – 304.
›› Zapf, D. & Holz, M. (2006). On the positive and negative effects of emotion work in Organizations.” European Journal of Work and Organizational Psychology 15, pp. 1 - 28.
›› Zeithaml, V. A., Bitner, M. J. & Gremier, D. D. (2009). Services Marketing. Integrating Customer Focus Across the Firme. Singapore: McGraw-Hill International Edition.
›› Arussy, L. (2010). Customer Experience Strategy. The Complete Guide From Innovation to Execution. New Jersey: 4i – Strativity Group Media Company.
›› Ashforth, B. E. & Humphrey, R. H. (1993). Emotional labor in service roles: The influence of identity. Academy of Management Review 18(1), pp. 88 - 115.
›› Ashkanasy, N. M., Härtel, C. E. J & Daus, C. S. (2002). “Advances in organizational behavior: Diversity and emotions.” Journal of Management 28, pp. 307-338.
›› Berry, L., Carbone, L., & Haeckel, S. (2002). Managing the total customer experience. MIT Sloan Management Review 43(3), pp. 95 – 89.
›› Briner, R. B. (1999). The neglect and importance of emotion at work. European Journal of Work and Organizational Psychology 8, pp. 323 - 346.
›› Brotheridge, C. M. & Lee, R. T. (2003). Development and validation of the Emotional Labor Scale. Journal of Occupational and Organizational Psychology 76, pp. 365 - 379.
›› Brotheridge, C. M. & Grandey, A. (2002). Emotional labor and burnout: Comparing two perspectives of “people work.” Journal of Vocational Behavior 60, pp. 17-39.
›› Chauhan, V. & Manhas, D. (2014). Dimensional analysis of customer experience in civil aviation sector. Journal of Service Research 14 (April – September), pp. 75 – 98.
›› Chathoth, P., Altinay, L., Harrigton, R. J., Okumus, F. & Chan, E. S. W. (2013). Co-production versus co-creation: A process based continuum in the hotel service context. International Journal of Hospitality Management 32 (March), pp. 11 - 20.
›› Carvalho, C., Serra, M., Silva, D. L. & Figueiredo, C. (2011). Emotional Labor em profissionais do ensino e da saúde: Análise de duas estruturas dimensionais. Psychologica 95, pp. 95 – 113.
›› Frow, P. & Payne, A. (2007). Towards the “perfect” customer experience. Journal of Brand Management 15(2), pp. 89 – 101.
›› Grandey, A. A. (2000). Emotion regulation in the workplace: A new way to conceptualize Emotional Labor. Journal of Occupational Health Psychology 5(1), pp. 95 - 110.
›› Gentile, C., Spiller, N. & Noci, G. (2007). How to sustain the customer experience: an overview of experience components that co-create value with the customer. European Management Journal 25, pp. 395 – 410.
›› Giese, J. L. & Cote, J. A. (2000). Defining consumer satisfaction. Academy of Marketing Science Review 2000(1), pp. 1 – 24.
›› Gil, A. R. (2001). Los recursos humanos en el sector turístico español: organización de trabajo y empleo. Barcelona: Editorial Ariel, S.A.
›› Gilmore, J. H. & Pine II, J. (2002). Customer experience places: the new offering frontier. Strategy & Leadership 30(4), pp. 4 – 11.
›› Godwyn, M. (2006). Using Emotional Labor to Create and Maintain Relationships in Service Interations. Simbolic Interaction 29(4), pp. 487 – 506.
›› Goleman, D. (1998). Inteligência Emocional. Tradução de Álvaro Augusto Fernandes. Lisboa: Temas e Debates.
›› Goleman, D. (1997). Trabalhar com Inteligência Emocional. Tradução de Mário Dias Correia. Lisboa: Temas e Debates.
›› Grandey, A. A. (2003). When “The show must go on”: Surface acting and deep acting as determinants of emotional exhaustion and peer-rated service delivery. Academy of Management Journal 46(1), pp. 86-96.
›› Gremler, D. (2004). The critical incident technique in service research. Journal of Service Research 7(1), pp. 65 – 89.
›› Grönroos, C. & Ravald, A. (2011). Service as business logic: implications for value creation and marketing. Journal of Service Management 22(1), pp. 5 – 22.
›› Groth, M., Henning-Thurau, T. & Walsh, G. (2009). Customer reactions to emotional labor: the role of employee acting strategies and customer detection accuracy. Academy of Management Journal 52(5), pp. 958 – 974.
›› Heinonen, K., Strandvik, T., Mickelsson, K.-J., Edvardsson, B., Sundström, E. & Andersson, P. (2010). A customer-dominant logic of service. Journal of Service Management 21(4), pp, 531 - 548.
›› Hochschild, A. R. (1983). The Managed Heart: Commercialization of Human Feeling. Berkeley: University of California Press.
›› Homburg, C., Koschate, N. & Hoyer, W. (2006). The role of cognition and affect in the formation of customer satisfaction: a dynamic perspective. Journal of Marketing 70(3), pp. 21 – 31.
›› Hunt, K. H. (1977). Customers Satisfaction/dissatisfaction – Overview and Future Directions. In Hunt, K. H. Conceptualization and Measurement of Customer Satisfaction and Dissatisfaction. Cambridge: Marketing Science Institute.
›› Hur, W-M., Moon, T-W. and Jung, Y. S. (2015). Customer response to employee emotional labor: the structural relationship between emotional labor, job satisfaction, and customer satisfaction. Journal of Service Marketing 29(1), pp. 71–80.
›› Jüttner, U., Schaffner, D., Windler, K. & Maklan, S. (2013). Customer service experiences. Developing and applying a sequential incident laddering technique. European Journal of Marketing 47(5/6), pp. 738 – 768.
›› Laros, F. J. M. & Steenkamp, J.-B. E. M. (2005). Emotions in consumer behavior: a hierarchical approach. Journal of Business Research 58, pp. 1437-1445.
›› Lindgreen, A., Vanhamme, J. & Beverland, M. B. (2009). Memorable Customer Experiences. A Research Anthology. England: Gower Publishing Limited.
›› Lusch, R. F. & Vargo, S. L. (2011). Service-dominant logic: a necessary step. European Journal of Marketing 45(7/8), pp. 1298 – 1309.
›› Lusch, R. F., Vargo, S. L. & O’Brien (2007). Competing thought service: Insights from service-dominant logic. Journal of Retailing 83(1), pp. 5 – 18.
›› Martins, C. C., Mendes, J. C. & Guerreiro, M. M. M. (2011). Monitorização da Satisfação dos Turistas com os Safaris. Turismo em Análise 22(1), pp. 146 – 167.
›› Mattila, A. S. & Enz, C. A. (2002). The role of emotions in service encounters. Journal of Service Research 4(4), pp. 268-277.
›› Meyer, C. & Schwager, A. (2007). Understanding customer experience. Harvard Business Review 85(2), pp. 117 – 126.
›› Montgomery, A. J., Panagopolou, E., Wildt, M. & Meenks, E. (2006). Work–Family Interference, Emotional Labor and Burnout. Journal of Managerial Psychology 21, pp. 36 - 51.
›› Morris, J. A. & Feldman, D. C. (1996). The dimensions, antecedents, and consequences of emotional labor. Academy of Management Review 21(4), pp. 986 - 1010.
›› Pacheco, J. D. L. (2014). Marketing experiencial, emoções, satisfação e lealdade: um estudo empírico em Serralves em festa. Dissertação de Mestrado não publicada. Porto: ISCAP-IPP.
›› Palmer, A. (2010). Customer experience management: a critical review of an emerging idea. Journal of Service Marketing 24(3), pp. 196 – 208.
›› Phillips, D. M. & Baumgartner, H. (2002). The role of consumption emotions in the satisfaction response. Journal of Consumer Psychology 12, pp. 243-252.
›› Pine II, J. & Gilmore, J. H. (1998). Welcome to the Experience Economy. Harvard Business Review July-August, pp. 97-105.
›› Prahalad, C. K. & Ramaswamy, V. (2003). The New Frontier of Experience Innovation. MIT Sloan Management Review 44(4), pp. 12-18.
›› Pugliesi, K. (1999). The consequences of emotional labor: Effects on work stress, job satisfaction, and well-being. Motivation and Emotion 23(2), pp. 125 - 154.
›› Reynolds, T. J. & Phillips, J. M. (2008). A review and comparative analysis of laddering research methods: recommendations for quality metrics. Review of Marketing Research 5, pp. 130 – 174.
›› Reynolds, T. & Gutman, J. (1988). Laddering theory, methods, analysis end interpretation. Journal of Advertising Research 28(1), pp. 1 – 31.
›› Schmitt, B. H. (1999). Experiential Marketing. NY: The Free Press.
›› Stauss, B. & Weinlich, B. (1997). Process-oriented measurement of service quality. Applying the sequential incident technique. European Journal of Marketing 31(1), pp. 33 – 55.
›› Sundbo, J. & Darmer, P. (2008). Creating Experiences in the Experience Economy. UK: Edward Elgar Publishing Limited.
›› Tsai, W. (2001). Determinants and consequences of employee displayed positive emotions. Journal of Management 27(4), pp. 497–512.
›› Van Dijk, P. A., Smith, L. D. G & Cooper, B. K. (2011). Are you for real? An evaluation of the relationship between emotional labour and visitor outcomes. Tourism Management 32, pp. 39 - 45.
›› Vargo, S. L. & Lusch, R. F. (2004). Evolving to a New Dominant Logic for Marketing. Journal of Marketing 68 (January), pp. 1–17.
›› Voss, C., Roth, A. V. & Chase, R. B. (2008). Experience, service operations strategy, and services as destination: Foundations and Exploratory Investigation. Production and Operations Management 17(3), pp. 247 – 266.
›› Wooddruff, R. B., Cadotte, E. R. & Jeukins, R, L. (1983). Modeling Consumer Satisfaction Process Using Experience – Based Norms. Journal of Marketing Research 20 (August), pp. 296 – 304.
›› Zapf, D. & Holz, M. (2006). On the positive and negative effects of emotion work in Organizations.” European Journal of Work and Organizational Psychology 15, pp. 1 - 28.
›› Zeithaml, V. A., Bitner, M. J. & Gremier, D. D. (2009). Services Marketing. Integrating Customer Focus Across the Firme. Singapore: McGraw-Hill International Edition.
Publicado
2017-11-28
##submission.howToCite##
ALMEIDA, Nicolau Miguel.
Emotional labor e satisfação do turista com a experiência de consumo no estabelecimento hoteleiro.
Superavit: Revista de Gestão & Ideias, [S.l.], v. 2, p. 49-63, nov. 2017.
ISSN 1646-480X. Disponível em: <http://www.superavit.ipt.pt/index.php/superavit/article/view/17>. Acesso em: 28 jun. 2026.
doi: https://doi.org/10.26358/srgivol2ar17.
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