Resumo

RAMIREZ VELAZQUEZ, Ethel; GUERRA RODRIGUEZ, Luis Eduardo  e  RAMIS PALMER, Carmen. Emotional Labor and Job Satisfaction in Sun and Sea Hotels. Rev retos [online]. 2016, vol.10, n.1, pp. 94-113. ISSN 2306-9155.

The relationship between emotional labor and job satisfaction of service workers in Cubanacan´s sun an sea hotels at Santa Lucia tourist destination, in the province of Camaguey, Cuba, was assessed. The Spanish version of the Frankfurt Emotion Work scale was used to reveal the state of this variable´s dimensions. The databases achieved were processed using Statigraphics Centurion XVI. The dimensions of emotional labor were found to be directly related to job satisfaction, salary _most critically depressed within job satisfaction_ and supervision, as the axis of job satisfaction. Besides, there is a connection between emotional labor and promotions.

Palavras-chave : emotional work; tourist services; job satisfaction; dimensions of emotional work; emotional labor scale.

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