Impact of Hotel Employee’s Emotional Intelligence on Emotional Labor and Job Satisfaction

  • Amarjargal Sukhragchaa National University of Commerce and Business, Mongolia
  • Bilegsaikhan Munkhuu National University of Commerce and Business, Mongolia
  • Lkhamtseden Badarch National University of Mongolia

Abstract

The previous researches in the Hospitality Industry of Mongolia especially at accommodation service facilities were mainly focused on the quality of hotel services and foreign guest satisfaction and behaviors. There are insufficient researches related to human resources aspects such as psychological problems, work conditions, incentives and career development, job satisfaction. Therefore, the purpose of the research was (1) to carry out a survey related to emotional intelligence, emotional labor and to define job satisfaction among employees who are working for Mongolian upscale hotels, (2) to clear up whether the elements of emotional intelligence have differences depending on its variables and is to explore and to define correlations between variables namely emotional intelligence, emotional labor and job satisfaction, (3) while getting the survey’s outcome to develop more sustainable and beneficial approaches for human resources management and to develop theoretical and practical recommendations. We found that the emotional intelligence of upscale hotel employees has a positive correlation with their emotional labor and job satisfaction. And we also concluded that the frontline employees from the units as front office, housekeeping, food, and beverage perform excellent quality services to the guests from their deepest heart and they have a high level of emotional intelligence.

References

Amarjargal, S., & Oh, H. C. (2018). A Study on the Relationship among Job Stress, Job Satisfaction and Turnover Intention of the Hotel Employees: Focused on the Upscale Hotels in Mongolia. Human Resource Management, 12(4), 119–130.
Amarjargal, S., & Oh, H. C. (2019). A Study on the Relationship among Mindfulness, Emotional Labor, Job Stress, Job Satisfaction and Turnover Intention of the Upscale Hotel Employees in Mongolia. Northeast Asia Tourism Research, 15(1), 1–25. https://www.kci.go.kr/kciportal/ci/sereArticleSearch/ciSereArtiOrteView.kci?sereArticleSearchBean.artiId=ART002441780
Ashforth, B. E., & Humphrey, R. H. (1993). Emotional Labor in Service Roles : The Influence of Identity. Academy of Management Review, 18(1), 88–115. https://doi.org/10.2307/258824
Badarch, L., & Zanabar, A. (2017). Dimensions of Hotel Service Quality in Mongolia. Jurnal Ilmiah Peuradeun, 5(2), 141-156. doi:10.26811/peuradeun.v5i2.130
Bar-On, R. (1997). Bar-On Emotional Quotient Inventory (EQ-i): Technical Manual. Multi Health Systems, Inc.
Beaujean, M., Davidson, J., & Madge, S. (2006). The ‘Moment of Truth’ in Customer Service | McKinsey & Company. McKinsey Quarterly, 1, 62–73. http://www.mckinsey.com/business-functions/organization/our-insights/the-moment-of-truth-in-customer-service
Brotheridge, C. M., & Grandey, A. A. (2002). Emotional labor and burnout: Comparing two perspectives of “people work.” Journal of Vocational Behavior, 60(1), 17–39. https://doi.org/10.1006/jvbe.2001.1815
Brotheridge, C. M., & Lee, R. T. (2003). Development and validation of the emotional labour scale. Journal of Occupational and Organizational Psychology, 76(3), 365–379. https://doi.org/10.1348/096317903769647229
Cho, So Hyun, & Kim, M. S. (2017). The effects of emotional intelligence on the emotional labor and job stress of the deluxe hotel employees. Journal of Hospitality and Tourism Studies, 19(1), 79–100. https://doi.org/UCI(KEPA) : I410-ECN-0101-2018-326-002151582
Cho, Soo Hyun, & Yang, S. H. (2016). Study on The Effects of Emotional Intelligence on Organizational commitment, Job satisfaction and Turnover Intention of The five star Hotel Employees. Journal of Tourism and Leisure Research, 28(11), 75–91. https://doi.org/UCI(KEPA) : I410-ECN-0101-2017-323-001914088
Diefendorff, J. M., Croyle, M. H., & Gosserand, R. H. (2005). The dimensionality and antecedents of emotional labor strategies. Journal of Vocational Behavior, 66(2), 339–357. https://doi.org/10.1016/j.jvb.2004.02.001
Goleman, D. (1995). Emotional intelligence: Why it can matter more than IQ. Bantam Books.
Grandey, A. A. (2000). Emotion regulation in the workplace: a new way to conceptualize emotional labor. Journal of Occupational Health Psychology, 5(1), 95–110. https://doi.org/10.1037/1076-8998.5.1.95
Hochschild, A. R. (2003). The Managed Heart: Commercialization of Human Feeling. University of California Press.
Huang, C., Wu, K., & Zhang, Y. (2019). Understanding precedents for frontline employee turnover in luxury hotels: Emotional intelligence as a unifying factor. Journal of Human Resources in Hospitality and Tourism, 18(1), 26–46. https://doi.org/10.1080/15332845.2019.1526504
Jung, E. J., & Cho, K. H. (2015). The effect of emotional leadership upon self-efficacy: Focusing on the moderating effect of emotional. Tourism Research, 40(1), 81–103. https://doi.org/G704-SER000009129.2015.40.1.005
Jung, H. S., & Yoon, H. H. (2014). Moderating role of hotel employees’ gender and job position on the relationship between emotional intelligence and emotional labor. International Journal of Hospitality Management, 43, 47–52. https://doi.org/10.1016/j.ijhm.2014.08.003
Kim, H. J., Hur, W. M., Moon, T. W., & Jun, J. K. (2017). Is all support equal? The moderating effects of supervisor, coworker, and organizational support on the link between emotional labor and job performance. BRQ Business Research Quarterly, 20(2), 124–136. https://doi.org/10.1016/j.brq.2016.11.002
Kim, M. J., & You, H. S. (2017). The Effect of a Work-Life Balance on Social Support, Affective Commitment, Job Satisfaction and Turnover Intention of Employees: Focusing on the Hospitality Industry. Journal of Tourism Sciences, 41(8), 31–51. https://doi.org/I410-ECN-0102-2018-300-000713722
Kim, Y. G., & Moon, S. L. (2013). An Empirical approach to the impact of hotel employees surface acting and deep acting on emotional dissonance: Focusing on the moderating effect of emotional intelligence. Tourism Research, 38(4), 21–43. https://doi.org/G704-SER000009129.2013.38.4.009
Kucukusta, D., & Lim, Y. J. (2020). Emotional Labor of Frontline Employees: Generational Differences and Intention to Stay. Journal of China Tourism Research, 00(00), 1–23. https://doi.org/10.1080/19388160.2020.1856746
Kwon, E., Jang, H., & Lee, C. K. (2019). Upscale hotel employees’ surface acting: The roles of perceived individualized consideration and emotional intelligence. Journal of Hospitality and Tourism Management, 41(September), 19–27. https://doi.org/10.1016/j.jhtm.2019.09.001
Lee, J. H. (Jay), & Ok, C. M. (2012). Reducing burnout and enhancing job satisfaction: Critical role of hotel employees’ emotional intelligence and emotional labor. International Journal of Hospitality Management, 31(4), 1101–1112. https://doi.org/10.1016/j.ijhm.2012.01.007
Lee, J. H. (Jay), & Ok, C. M. (2014). Understanding hotel employees’ service sabotage: Emotional labor perspective based on conservation of resources theory. International Journal of Hospitality Management, 36, 176–187. https://doi.org/10.1016/j.ijhm.2013.08.014
Lee, J. H. (Jay), Ok, C. M., & Hwang, J. (2016). An emotional labor perspective on the relationship between customer orientation and job satisfaction. International Journal of Hospitality Management, 54, 139–150. https://doi.org/10.1016/j.ijhm.2016.01.008
Lee, L., & Madera, J. M. (2019). A systematic literature review of emotional labor research from the hospitality and tourism literature. International Journal of Contemporary Hospitality Management, 31(7), 2808–2826. https://doi.org/10.1108/IJCHM-05-2018-0395
Mayer, J. D., Caruso, D. R., & Salovey, P. (1999). Emotional intelligence meets traditional standards for an intelligence. Intelligence, 27(4), 267–298. https://doi.org/10.1016/S0160-2896(99)00016-1
Mayer, J. D., Caruso, D. R., Salovey, P., & Sitarenios, G. (2003). Measuring Emotional Intelligence with the MSCEIT V2.0. Emotion, 3(1), 97–105. https://doi.org/10.1037/1528-3542.3.1.97
McPhail, R., Patiar, A., Herington, C., Creed, P., & Davidson, M. (2015). Development and initial validation of a hospitality employees’ job satisfaction index: Evidence from Australia. International Journal of Contemporary Hospitality Management, 27(8), 1814–1838. https://doi.org/10.1108/IJCHM-03-2014-0132
MongolianStatisticalInformationService, N. (2021). Trade, Hotel and restaurant sector. National Statistics Office of Mongolia. https://www.1212.mn/stat.aspx?LIST_ID=976_L16&type=tables
Morris, J. A., & Feldman, D. C. (1996). The Dimensions , Antecedents , and Consequences of Emotional Labor Author ( s ): J. Andrew Morris and Daniel C. Feldman Published by : Academy of Management Stable URL : https://www.jstor.org/stable/259161 REFERENCES Linked references are available on J. 21(4), 986–1010.
Muluk, S. (2017). Part-Time Job and Students’ Academic Achievement. Jurnal Ilmiah Peuradeun, 5(3), 361-372. doi:10.26811/peuradeun.v5i3.154
Park, K. E., & Lee, S. B. (2012). The Effects of Job Embeddedness on Job Satisfaction, Organizational Commitment of Hotel and Food Service Employee. International Journal of Tourism and Hospitality Research, 26(1), 351–366. https://doi.org/UCI(KEPA) : I410-ECN-0101-2016-326-002713120
Park, K. H., & Kim, D. K. (2021). Understanding the relationships among emotional exhaustion, job satisfaction, and emotional intelligence of hotel front desk employees. Asia Pacific Journal of Tourism Research, 26(5), 504–515. https://doi.org/10.1080/10941665.2021.1874448
Park, W. S. (2015). Influence of Characteristics of Education and Training of Hotel Employees on the Job Satisfaction and Turnover Intention: Focus on 5 Star Hotel in Seoul. Journal of Tourism and Leisure Research, 27(12), 159–174. https://doi.org/1410-ECN-0101-2016-326-002279852
Sarboini, S. (2016). Performance of Employees and Impact on Promotion of Position. Jurnal Ilmiah Peuradeun, 4(1), 103-114. doi:10.26811/peuradeun.v4i1.89
Wolfe, K., & Kim, H. J. (2013). Emotional intelligence, job satisfaction, and job tenure among hotel managers. Journal of Human Resources in Hospitality and Tourism, 12(2), 175–191. https://doi.org/10.1080/15332845.2013.752710
Wong, C. S., & Law, K. S. (2002). The effects of leader and follower emotional intelligence on performance and attitude: An exploratory study. The Leadership Quarterly, 13(3), 243–274. https://doi.org/10.1016/S1048-9843(02)00099-1
Yang, C. E., Wang, Y. C., & Yang, J. (2020). Hotel Restaurant Service Employees’ Sources of Positive and Negative Emotions. Journal of Quality Assurance in Hospitality and Tourism, 21(5), 542–563. https://doi.org/10.1080/1528008X.2020.1712306
Published
2021-09-30
How to Cite
SUKHRAGCHAA, Amarjargal; MUNKHUU, Bilegsaikhan; BADARCH, Lkhamtseden. Impact of Hotel Employee’s Emotional Intelligence on Emotional Labor and Job Satisfaction. Jurnal Ilmiah Peuradeun, [S.l.], v. 9, n. 3, p. 743-764, sep. 2021. ISSN 2443-2067. Available at: <https://journal.scadindependent.org/index.php/jipeuradeun/article/view/622>. Date accessed: 29 nov. 2021. doi: https://doi.org/10.26811/peuradeun.v9i3.622.