Research On Emotion Work And Its Enlightenment To Hotel Management

The thesis reviews the achievements made in the studies of emotion work on three stages. There are five new trends in emotion work research. First, the definition study has developed; Second, the antecedents and ratings to affective delivery study with application value has been investigated; Third, the mechanisms research has emerged; Forth, longitudinal case and experimental study has been exploited ; Finally, the domain of emotion work research has been enlarged.The essay also discuss the term of emotion work, the connotation and the extension of conception of emotion work, together with the relation between emotion work and emotion regulation. Relied on Hochschild's acting paradigm, the model for emotion management process of emotion work strategy is constructed.Based on Maslow' need hierarchy theory, the motivation of emotion work in service industry is divided into four classes: utilitarian motivation, defensive motivation, belonging motivation and internalization motivation. Further more, these motivations are discussed respectively.At last, the author concludes the characteristics and importance of emotion work in hotel industry, analyzes oversights and omissions in our practical hotel managing, and puts forward measures for the present state of hotel managing, hoping that our work could enrich the related theories of China's hotel managing, and provide practical instructions to improve domestic hotel services.