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You searched for +publisher:"University of Illinois – Urbana-Champaign" +contributor:("Spencer, Sharmin"). One record found.

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University of Illinois – Urbana-Champaign

1. McCance, Andrea S. Emotional labor in intercultural service encounters: An experience sampling study.

Degree: PhD, 0338, 2011, University of Illinois – Urbana-Champaign

The body of literature surrounding emotional labor, defined as service employees??? effort to manage their emotions to meet organizational goals (Hochschild, 1983; Morris & Feldman, 1996), exhibits a severe lack of studies examining intercultural service encounters (i.e., service episodes in which a provider from culture A delivers a service to a customer from culture B; Stauss & Mang, 1999). This dissertation posits an intrapersonal model of emotional labor in intercultural service encounters. Central to this model is the construct of cultural competence (Earley & Ang, 2003), which is defined as the ability to adapt effectively and flexibly in culturally diverse settings. Using experience sampling methodology with a hospitality industry sample, I found that cultural competence was associated with deep acting and performance. Openness to experience predicted cultural competence through active seeking of multicultural experience (i.e., multicultural personality). Implications for the selection (based on openness) and training (for deep acting and cultural competence) of service providers in an increasingly globalized service industry are discussed. Advisors/Committee Members: Chiu, Chi-Yue (advisor), Chiu, Chi-Yue (Committee Chair), Drasgow, Fritz (committee member), Rupp, Deborah E. (committee member), Spencer, Sharmin (committee member), Berenbaum, Howard (committee member).

Subjects/Keywords: emotional labor; cultural competence; openness; intercultural service encounters; service industry; experience sampling methodology; hospitality industry

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APA · Chicago · MLA · Vancouver · CSE | Export to Zotero / EndNote / Reference Manager

APA (6th Edition):

McCance, A. S. (2011). Emotional labor in intercultural service encounters: An experience sampling study. (Doctoral Dissertation). University of Illinois – Urbana-Champaign. Retrieved from http://hdl.handle.net/2142/18445

Chicago Manual of Style (16th Edition):

McCance, Andrea S. “Emotional labor in intercultural service encounters: An experience sampling study.” 2011. Doctoral Dissertation, University of Illinois – Urbana-Champaign. Accessed January 26, 2021. http://hdl.handle.net/2142/18445.

MLA Handbook (7th Edition):

McCance, Andrea S. “Emotional labor in intercultural service encounters: An experience sampling study.” 2011. Web. 26 Jan 2021.

Vancouver:

McCance AS. Emotional labor in intercultural service encounters: An experience sampling study. [Internet] [Doctoral dissertation]. University of Illinois – Urbana-Champaign; 2011. [cited 2021 Jan 26]. Available from: http://hdl.handle.net/2142/18445.

Council of Science Editors:

McCance AS. Emotional labor in intercultural service encounters: An experience sampling study. [Doctoral Dissertation]. University of Illinois – Urbana-Champaign; 2011. Available from: http://hdl.handle.net/2142/18445

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