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Negative organizational service climate and its impact on employees' expression of false smile and burn out

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dc.contributor.author Katsitadze, Nana
dc.contributor.author Kutateladze, Mariam
dc.date.accessioned 2019-11-20T09:01:08Z
dc.date.available 2019-11-20T09:01:08Z
dc.date.issued 2019
dc.identifier.citation The 4th International Scientific Conference: "Challenges of Globalization in Economics and Business", Tbilisi, 2019, pp. 179-186
dc.identifier.isbn 978-9941-13-890-4
dc.identifier.uri http://dspace.tsu.ge/xmlui/handle/123456789/514
dc.description 1. Barger, B. P ., & Grandey, A.A.(2006). Service With A Smile And Encounter Satisfaction: Emotional Contagion And Appraisal Mechanisms. Academy of Management Journal .Vol. 49, No. 6, 1229-1238; 2. Baumeister, R., Bratslavsky,E., Muraven,M.,& Tice ,D.(1998). Ego depletion: Is the active self a limited resource? Journal of Personality and Social Psychology; 3. Brotheridge, C.,& Lee, R.T. ( 2002). Testing a conservation of resources model of the the dynamics of emotional labor. Journal of Occupational Health Psychology; 4. Carnegie, D. ( 2005). How to win friends and influence people. Sent Petersburg . 104-113; 5. Deci, E. L. (1971). Effects of externally mediated rewards on intrinsic motivation. Journal of Personality and Social Psychology,18 ,105-115; 6. Duchenne, B. (in press). The mechanism of human facial expression or an electro-physiological analysis of the expression of the emotions (A. Cuthbertson, Trans.). New York: Cambridge University Press. (Original work published 1862); 7. Ekman, P., Friesen, W. V., & O'Sullivan, M. (1988). Smiles when lying. Journal of Personality and Social Psychology, 54, 414-420; 8. Forgas, J. P. (1995). Mood and judgment: The affect infusion model (AIM). Psychological Bulletin,117:39-66; 9. Grandey, A. (2000). Emotion regulation in the workplace: A new way to conceptualize emotional labor. Journal of Occupational Health Psychology; 10. Grandey, A. (2003). When “the show must go on”: Surface and deep acting as predictors of emotional exhaustion and service delivery. Academy of Management Journal ,46, 86-96; 11. Grandey, A., Fisk, G., Mattila, A., Jansen, K. J., & Sideman, L (.2005) Is service with a smile enough? Authenticity of positive displays during service encounters. Organizational Behavior & Human Decision Processes, 96: 38-55; 12. Gountas, S., Ewing, M., & Gountas, J. ( 2007). Testing airline passengers' responses to flight attendants' expressive displays: The effects of positive affect. Journal of Business Research, Vol. 60, issue 1; 13. Hochschild , A.R. (1983).The managed heart : Commercialization of human feeling. Berkeley : University of California Press; 14. Morris, J. A., & Feldman, D. C. (1996). The dimensions, antecedents, and consequences of emotional labor. Academy of Management Review,21,986-1010; 15. Pugh, S., Douglas, Dietz., Joerg, Wiley , Jack, W., Brooks, Scott, M. (2002). Driving service effectiveness trough employee-customer linkages. Journal Of Academy Management , 10795545, Vol.16, issue 4; 16. Richards, J.M ., & Gross, J.J (1999) .Composure at any cost? The cognitive consequences of emotion suppression. Journal of Personality and Social Psychology Bulletin ,25,1033-1044. 17. Robson, C. ( 2002). Real world research: a resource for social scientists and practioner-researchers, 2nd edition. Oxford: Blackwell; 18. Saunders, M., Lewis, P. & Thornhill, A.( 2007). Research methods for business students, 4th edition. Harlow: Financial Times/Prentice Hall. en_US
dc.description.abstract Nowadays for hospitality institutions satisfaction of employees and their well-being become core issue. Successful organizations have realized that the profit of their business depends on their employees’ professional skills and positive behavior towards customer. In 21st century in customer service settings service with smile is job requirement but quiet often it leads to employee exhaustion and turnover. The purpose of this paper was to investigate link between employee dissatisfaction from service climate and its impact on their false expression in particular smile which leads to their exhaustion, burn out and turnover. We made an investigation in local resort hotels which are located in the regions of the country Georgia. Questioners were distributed among employees and the results have shown that dissatisfaction from organizations service climate led employees’ false smile towards customer their exhaustion and turnover. False smile was easily recognized by the customers and the frustrated employee with false smile could not provide high quality of service. This obviously shows the importance of creating positive service climate within the hospitality institutions. en_US
dc.language.iso en en_US
dc.publisher Ivane Javakhishvili Tbilisi State University Press en_US
dc.subject Employee dissatisfaction, service climate, false expression, false smile, employee burnout en_US
dc.title Negative organizational service climate and its impact on employees' expression of false smile and burn out en_US
dc.type Article en_US

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