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Recognizing the Emotional Element in Service Excellence

Cecil B. Day School of Hospitality Administration in the Robinson College of Business at Georgia State University, hrtmmj@ langate.gsu.edu

Robert H. Woods

University of Nevada, Las Vegas, robert.woods{at}unlv.edu

As the interaction between the service provider and guest is at the core of the service experience, this study emphasizes the important role of managing behavior and emotions in the delivery of quality service. This study attempts to identify strategies used by hotels as they assist their employees in dealing with the realities of emotional labor.

Key Words: human resources • emotional labor • hotel management

This version was published on August 1, 2008

Cornell Hospitality Quarterly, Vol. 49, No. 3, 310-316 (2008)
DOI: 10.1177/1938965508316267


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