The Correlation of Emotional Value, Emotional Marketing and Emotional Labor Management ─The evidence of International Tourist Hotel.

• Main Authors: Ching-Te Sung, 宋敬德
• Other Authors: Shang-Ping Lin
• Format: Others
• Language: zh-TW
• Published: 2003
• Online Access: http://ndltd.ncl.edu.tw/handle/96477593065301647694

碩士 === 國立雲林科技大學 === 企業管理系碩士班 === 91 === The international tourist hotel industry in Taiwan faced a very importance transformation in recently years. According to the survey from Bureau of Tourism, the numbers of foreign tourists and local travelers have been increasing steadily. The industry of the international tourist hotel must change their behavior of serving to reply the change of the whole contexture of the customers. The academic community usually uses the research about the manufacturing industry for the example to discuss the managers of serve organizations. Because of the different value which is created in the international tourist hotel industry and manufacturing industry, the conclusion of the research will also be different. The incentive of this study is providing the international tourist hotel industry a new thought to become the base of the manage system in the transition period of development. The main purpose of this study was to figure out the model of emotional value created. There are two steps in this study including pre-interview and deeply research. Collecting information related the management practices of the international tourist hotel industry by “in-depth interviews” and “literature analyses”. And then the creation platform of emotional value is established for the international tourist hotel only. Interviewing three hotels with very different objective conditions in the pre-interview part, and suggest an initial analyzed model of emotional value in the services behavior. The result shows that the emotional value is created by the business strategy, emotion marketing and emotion labor. In the step of “in-depth interview”, we interview each position of the hotel in order to prove the result of pre-interview and correct the related structure of emotion value that is created, emotion marketing, and emotion labor. The results are as follows: (1) Emotion value is created by all coworkers that each of them has different role. (2) When emotion value is set up and corrected, three forces will influence, including the value of high-level staff, the experience of basic-level personnel, and feedback of customers. (3) In creating emotion value, emotion marketing could communicate it inside and outside of organization and design the encounter environments, like physical environment, service procedure, and so on. (4) Emotion labor could bring the creating process of emotion value. According to serving experiences, attitudes, and characteristics, the process divided into two steps, including touting customers’ actions and fulfilling what their emotions. (5) The management of emotion labor is the managerial system behind creating emotion value, and the hotel industry should design related activities according to the unique emotion value. Then, we propose our suggestions for further research and international tourist hotel industry.