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酒店员工情绪工作的质量高低是决定酒店服务质量好坏的关键因素。本文通过对情绪工作的概念、特征、策略、结构维度、前因变量、后果变量以简要介绍,并通过分析已有研究的不足,对今后的研究进行了展望,为酒店企业员工的情绪管理提出一些意见和建议。
The quality of hotel staff emotional work is the key factor in determining the quality of hotel services. By introducing the concept, characteristics, strategy, structural dimension, antecedent variables and consequence variables of emotional work briefly, and by analyzing the shortcomings of the existing researches, the paper forecasts the future research and puts forward the suggestions for the emotional management of hotel workers Some comments and suggestions.