Journal Article


The impacts of cultural intelligence and emotional labor on the job satisfaction of luxury hotel employees

Abstract

Within luxury hotels targeting multinational segments, frontline service staff are essential to creating unique, personalized experiences for high-value, discerning clientele. Performing emotional labor and utilizing cultural intelligence are key to ensuring exceptional cross-cultural service encounters, but which also create additional pressures for frontline staff. This study aims to assess the impacts of a comprehensive range of emotional labor and cultural intelligence (CQ) on employees’ job satisfaction. Cognitive CQ, motivational CQ, emotive dissonance, and expression of naturally felt emotions were shown to influence job satisfaction. Moreover, the study engaged senior executives from luxury hotels to further discuss the survey results. This approach helped the researchers and practitioners to (re)contextualize the study’s key findings, which were used to reflect on managers’ understanding of cultural intelligence, emotional labor and job satisfaction. The discussions highlighted how these issues were incorporated in luxury hotels’ human resource practices in general and especially during the COVID-19 crisis.



The fulltext files of this resource are currently embargoed.
Embargo end: 2023-04-19

Authors

Lam, Rachel
Cheung, Catherine
Lugosi, Peter

Oxford Brookes departments

Oxford School of Hospitality Management

Dates

Year of publication: Not yet published.
Date of RADAR deposit: 2021-10-20


Creative Commons License This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License


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This RADAR resource is the Accepted Manuscript of The impacts of cultural intelligence and emotional labor on the job satisfaction of luxury hotel employees

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  • Owner: Joseph Ripp
  • Collection: Outputs
  • Version: 1 (show all)
  • Status: Live