THE INFLUENCE OF THE EMPLOYEE' COGNITIVE WORKING STYLE ON THE EMOTIONAL LABOR OUTCOMES IN TOURISM FIRMS

Abstract

In the article the emotional labor is considered as a process that is determined by peculiarities of work in the tourist sphere. It was suggested 16 components of emotional labour on tourism and hospitality enterprises, their influence on some economic (employee welfare, productivity, employee turnover) and psychological (level of stress, degree of commitment and job satisfaction) indicators is analyzed in terms of staff's cognitive characteristics and chosen by them emotional strategies of it behavior. The influence of the cognition of an individual on the quality of provided services was substantiated.

Keywords

• Tourism and hospitality
• emotional labour
• organizational culture
• cognitive style
• tourism enterprise