THE INFLUENCE OF THE EMPLOYEE' COGNITIVE WORKING STYLE ON THE EMOTIONAL LABOR OUTCOMES IN TOURISM FIRMS
Journal Title: Вісник Київського національного університету імені Тараса Шевченка. Економіка. - Year 2017, Vol 6, Issue 195
Abstract
The purpose of the article is determination of influence of workers cognitive style of on the results of emotional labour of enterprises of tourist industry personnel as a component of their efficiency. Analysing, systematizing and summarizing scientific works of foreign scientists, it was discovered, that emotional labour should be regarded as a process that is characterized by the elements and strategies. A concept "Emotional labour" is formulated taking into account features and modern approaches to management of personnel in tourism business. It was suggested 16 components of emotional labour on tourism and hospitality enterprises, that are interconnected and depend on the psychological type of worker's personality, that in its turn creates the degree of personnel stability to different factors of emotional influence depending on job title. The features of cognitive style of personnel behavior of tourism and hospitality enterprises were determined on the basis of cross-correlation analysis between components of emotional labour. It is grounded that difficulties of emotional labour in a tourism area reflect in emotional strategy chosen by personnel, and require from the topmanager the permanent surveillance and reaction on behavior changes, reactions and implementation of position requirements by each employee. The correlation analysis of factors of influence on personnel emotional labour of tourism and hospitality enterprises (emotional strategies, psychological types of employees, economic and sychological consequences) allowed to reveal cognitive features of personnel behavior on the different hierarchical levels of management. Perspectives of further research in this direction we regard features of management of emotional labour of tourism enterprises personnel to form the effective client oriented organizational culture.
Authors and Affiliations
O Krupskyi, V. Redko
Keywords
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- EP ID EP327466
- DOI 10.17721/1728-2667.2017/195-6/2
- Views 52
- Downloads 0
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