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Les enjeux du travail émotionnel individuel et collectif dans les groupes hôteliers multinationaux : la complexité de l’équilibre émotionnel au service de l’homéostasie organisationnelle

Abstract : Tourism employs one out of ten workers in the global economy and is showing very strong growth. The hotel industry is now facing strong market turbulence with the emergence of new players such as Airbnb, who compete with multinational hotel groups. The increasing complexity of the environment requires hotel chains to improve their ability to adapt. The demands of tourists are diversifying more towards experiences and authenticity, and hoteliers are basing their strategies on these concepts and transmitting them to front office jobs. These employees, who must perform emotional labor in order to meet the organizational expectations of a quality service, are prescribed paradoxical injunctions that lead to a multiplication of cases of emotional imbalance among these employees. The same phenomenon is observed among managers who, in addition to monitoring emotional management within their teams, must manage their own emotions. Can a better understanding of emotional labor as well as individual and collective emotional balances serve to optimize the adaptive capacity in these contact teams? We propose an original contribution in the management science literature by linking the balance of the human being in his workplace to the organizational balance in his competitive environment. Guided by Edgar Morin's epistemology of complex thought, we conducted a multilevel and transdisciplinary analysis based on the hoteliers' strategic issues, which are reflected in the organizational norms and in the work roles and experiences of the employees and managers.
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Aurore Giacomel. Les enjeux du travail émotionnel individuel et collectif dans les groupes hôteliers multinationaux : la complexité de l’équilibre émotionnel au service de l’homéostasie organisationnelle. Gestion et management. Université d'Angers, 2019. Français. ⟨NNT : 2019ANGE0018⟩. ⟨tel-02458234⟩

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