透過微笑的情緒表現：飯店服務業情緒表現系統性訓練之研究

Abstract

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Hoteliers are facing emotional display issues and required to be aware. The hospitality always dealing with good service attitude but sometimes they also have some problem to manage it. Managers in the hospitality industry should have a key concept to control their emotional and also be willing to train their staff. An emotional display training program is needed in order to prepare employees for control their own emotion. This study attempts to explore the key elements of emotional display and smiling, afterwards to create a systematic training program for employee emotional display in the hotel industry in Taiwan. To obtain our research objective, first of all in-depth interviews conducted from both the hotel trainers and employees. Four trainers and four employees from international tourist hotels invited for eliciting the elements of a systematic emotional display training program. Second, after analyze the in-depth interview using content analysis present study designed the basic systematic emotional display training program. The result of present study will be useful for both managerial and future research direction.