Trisakti Institute of Tourism Library
Consumer behaviour as part of the marketing can be used to identify certain factors that are more important in a certain market and how to deal with it.
This study aimed to 1) explore to what extent service providers’ emotional labor is affected by personality as measured using HEXACO personality factors, 2) analyze the affect of emotional labor on the performance of required emotional display rules, and 3) investigate differences in emotional labor depending on service providers’ demographic characteristics.