4ChuKH, MurrmannSK.Development andv alidation of the hospitality emotional labor scale.Tourism Management, 2006,27 (6):1181-1191.
5Grandey AA.Emofion regulation in workplace:Anew way to conceptualize emotional labordoumal of Occupational Health Psychology.2000,5(1):95-110.
6Diefendorff J M, Gosser and RH.Understanding the emotional labor process:a control theory perspective.Journal of Organizational Behavior.2003, (24):945-959.
7黄希庭.旅游心理学[M].上海:华东师范大学出版社,2003:258.
8Riley Michael.Role interpretation during service encounters:A critical review of modem approaches to service quality management, Hospitality Management.2007,26(2):409--420.