Journal of Hotel and Business Management
Open Access

Igbojekwe P

Publications

• Research Article
  A Study of Emotional Labour Coping Strategies in Some Hotels in SouthEast Nigeria
  Author(s): Igbojekwe PIgbojekwe P
  
  The main objective of this study was to examine emotional labour coping strategies adopted and practiced by customer-contact employees in hotel organizations. Given the crucial role emotional labour plays during service encounters, the study emphasized and was motivated by the importance of managing employee emotions in relation to quality service delivery. In order to achieve above main objective, four specific objectives were examined. Data were gathered by the use of structured questionnaires designed in Likert format, and interviews. The focus groups were customer-service employees of the selected hotels. Data analysis was conducted using SPSS 17.0 software. Formulated hypotheses were tested using analysis of variance (ANOVA), Z-test and t-test for tests of significance. Analysis revealed that most service employees use surface acting (SA) more often than deep acting (DA) as copin.. View More»
  DOI: 10.4172/2169-0286.1000161

  Abstract PDF

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