Emotional Management Training’s Affect on Emotional Labor and Employee Job Performance

An employee’s performance is evaluated by how well they perform a given task. The purpose of this research is to measure an increase in job performance resulting from training service employees in reading the facial clues of their customers and adjusting their service delivery to recognize their mood. Mattila and Enz (2002) suggest that by “reading” the customer’s expressed emotions; contact employees could learn to adjust their service delivery styles to the shifting particulars of the customer base. Hochschild (1983) framework of emotion labor is used as theoretical framework and an experimental design shall be used to test the hypotheses

Boston Hospitality Review: Spring 2014

Going to School on University Hotels by Matthew Arrants -- The Food Photography Trend: A Discussion of the Popular Trend and Tips on Taking Great Pictures by Laurel Greenfield -- Back to the Front: Improving Guest Experiences at The Langham, Hong Kong by Michael Oshins -- The Healthy Hotel by John D. Murtha -- Southern New England’s Middle-Skill Gap: Dilemma for the Hospitality Industry by Erinn D. Tucke

Boston Hospitality Review: Spring 2016

Understanding the Momentum and Motivations of Foreign Investors in U.S. Hospitality by Ken Wilson and Liya Ma -- Creating Memorable Experiences: How hotels can fight back against Airbnb and other sharing economy providers by Makarand Mody -- Rebranding Before the Digital Age: 4 Strategies Used by the Sheraton New York Hotel and Towers During the 1992 Democratic National Convention by Leora Halpern Lanz, Juan Lesmes, and Erinn Tucker -- Federal Minimum Wage Debate: Are Gubernatorial Politics Behind a Hotel Line Employee Wage? by Nicholas Thomas and Eric Brown -- Rethinking Substance Use and Abuse Among Hospitality Employees by Amir Shani -- Consumers’ Desires in Hostels: Addressing Latent and Explicit Needs in United States Hostels by Emily Horto

The effects of motivation and satisfaction of college football tourist on revisit and recommendation: a structural model

This study offers and attempts to extend the theoretical and empirical evidence of the causal relationship among the push and pull motivations, satisfactions, repeat visits and future recommendations. The research model investigates the relevant relationships among the constructs by the structural equation modeling approach. Consequently, destination managers should establish higher tourist’s satisfaction level to create a positive post-cist tourist behavior after attending a college football bowl game