Antecedents and consequences of customer orientation and emotional labor in the Singapore hotel industry.

• Main Authors: Chan, Jing Lin., Koh, Kai Ting., Ng, Sabrina.
• Other Authors: Klaus Jurgen Templer
• Format: Final Year Project
• Language: English
• Published: 2010
• Subjects: DRNTU::Business
• Online Access: http://hdl.handle.net/10356/35200
• Institution: Nanyang Technological University

This study presents an empirical test on the antecedents and consequences of customer orientation and emotional labor in the Singapore hotel industry. Antecedents examined include self-monitoring, cultural intelligence (CQ) and perceived supervisor support. The consequences of these variables on job...