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OQOUICE, OUIVEY Udld 4ULO In this analysis, a mean of 2 indicates that job autonomy is sometimes given to service employees. Date presented in Table4 above indicate that managers in 1 to 3 star hotels rarely give job autonomy to their service providers. For the 4 and 5 star hotels, the extent to which the managers give job autonomy is not appreciable. The possible implication of above result is that most organizations give scripted display rules to their service providers suggesting that display rules are very much in use in the hotels. Overall mean of 1.65 suggests that majority of the hotels most times do not allow job autonomy to their customer service employees.

Table4 4 OQOUICE, OUIVEY Udld 4ULO In this analysis, a mean of 2 indicates that job autonomy is sometimes given to service employees. Date presented in Table4 above indicate that managers in 1 to 3 star hotels rarely give job autonomy to their service providers. For the 4 and 5 star hotels, the extent to which the managers give job autonomy is not appreciable. The possible implication of above result is that most organizations give scripted display rules to their service providers suggesting that display rules are very much in use in the hotels. Overall mean of 1.65 suggests that majority of the hotels most times do not allow job autonomy to their customer service employees.

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Table2: Customer service employees’ responses: Job autonomy to service employees ‘able3 presents Customer-service employees’ responses in relation to supervisors support. Th whl? Onetam or. corn seni lAsane® PoonnNecAc! Ginnmncnaraciuimnnart te carnnn amnlnacra
Table2: Customer service employees’ responses: Job autonomy to service employees ‘able3 presents Customer-service employees’ responses in relation to supervisors support. Th whl? Onetam or. corn seni lAsane® PoonnNecAc! Ginnmncnaraciuimnnart te carnnn amnlnacra
ee © The mean scores for 1 and 2 star hotels are 0.98 and 1.13 respectively meaning that majority of their service employees rarely receive emotional support from their managers/supervisors. The overall mean for this variable was 1.53, (mode of 2) which implies that most times majority of the service employees do not receive emotional support from their managers/supervisors. The mean and mode for the 5-star class are 2.1 and 2 respectively.
ee © The mean scores for 1 and 2 star hotels are 0.98 and 1.13 respectively meaning that majority of their service employees rarely receive emotional support from their managers/supervisors. The overall mean for this variable was 1.53, (mode of 2) which implies that most times majority of the service employees do not receive emotional support from their managers/supervisors. The mean and mode for the 5-star class are 2.1 and 2 respectively.
Tabled: Managers’ responses on selection and training of employees as strategy for managing emotional labour.
Tabled: Managers’ responses on selection and training of employees as strategy for managing emotional labour.
http://indusedu.org eee Me ee Hypotheses stated earlier were tested using Z-test for hypotheses 1, 2, 3, 4 and 5, while hypothesis wa tested using analysis of variance (ANOVA). Tests of significance were conducted. In this section, the outcome o hypotheses testing and decisions are presented. Table6 presents summary of the outcome of hypotheses testing an decisions taken. All hypotheses were accepted except fifth hypothesis. Differences were observed from one grade o hotel to another. The 4 and 5-star hotels were rated better than 1 to 3-star hotels in all the study variables.
http://indusedu.org eee Me ee Hypotheses stated earlier were tested using Z-test for hypotheses 1, 2, 3, 4 and 5, while hypothesis wa tested using analysis of variance (ANOVA). Tests of significance were conducted. In this section, the outcome o hypotheses testing and decisions are presented. Table6 presents summary of the outcome of hypotheses testing an decisions taken. All hypotheses were accepted except fifth hypothesis. Differences were observed from one grade o hotel to another. The 4 and 5-star hotels were rated better than 1 to 3-star hotels in all the study variables.
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