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Checking in and out at an urban hote...

Young, Cheri Ann.

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Checking in and out at an urban hotel: A contextually grounded conceptualization of service workers' coping responses.

紀錄類型:	書目-電子資源 : Monograph/item
正題名/作者:	Checking in and out at an urban hotel: A contextually grounded conceptualization of service workers' coping responses./
作者:	Young, Cheri Ann.
面頁冊數:	519 p.
附註:	Source: Dissertation Abstracts International, Volume: 60-08, Section: B, page: 4285.
Contained By:	Dissertation Abstracts International60-08B.
標題:	Psychology, Industrial. -
電子資源:	http://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=9941240
ISBN:	0599427728

Checking in and out at an urban hotel: A contextually grounded conceptualization of service workers' coping responses.
Young, Cheri Ann.

Checking in and out at an urban hotel: A contextually grounded conceptualization of service workers' coping responses. - 519 p.

Source: Dissertation Abstracts International, Volume: 60-08, Section: B, page: 4285.

Thesis (Ph.D.)--Cornell University, 1999.

Little research has been conducted regarding how negative emotional reactions to stressful work events impact service workers' behavior, particularly their customer service behavior. This research study presents a preliminary contextually grounded framework and model of service workers' coping responses to minor work hassles and stressors. Results from the data gathered from participant observation and ethnographic-type interviewing at the front desk of an urban hotel revealed that much of front desk workers' thoughts and behaviors were geared toward coping with stressful work events, most of which one would consider hassles rather than stressors. The most common coping responses included situation-focused responses of avoidance, physical escape, reappraisal, mental imagery, and acceptance, and emotion-focused coping responses of emotional release and regulation, fantasy release, and gaining control. In addition, new coping responses of removal, prevention, and emotional distancing emerged from the data. A new framework with previously undiscovered properties and dimensions of coping is provided, as is a new model of coping that depicts the intertwined and unfolding nature of events, emotions, and coping responses.

ISBN: 0599427728Subjects--Topical Terms:

520063
Psychology, Industrial.

Checking in and out at an urban hotel: A contextually grounded conceptualization of service workers' coping responses.
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