Study On The Influence Of Customer Immoral Behavior On Hotel Employee Emotion

Hotel industry is well known as "emotional labor industry". Service quality is the lifeline of a hotel; this determines the specificity of the service person to maintain happy mood state. management to create a good atmosphere for the emotional quality of service is particularly important.The critical incident technique method was selected to research the hotel staff feeling when customer immoral behaviors happened in the Shanghai economical hotel in this study. This study classified samples and statistics analysis according to the different objections of customer immoral behaviors; meanwhile analyzed the higher frequency behaviors, which have strong influence on employee emotions. This will provide staff and managers reasonable recommendations by preventing unethical behaviors of customers and concerning employee emotion management, which could ensure the smooth conduction of the service process and provide a theoretical basis for avoiding the physical and mental healthy problem of employees, at the same time, offer a suggestion in preventing the loss of hotel tourists caused by the service failure.