Journal ArticleDOI
Emotional labour: an archetypal element of hospitality service – a review
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In this paper, the authors delved into the existing literature surrounding emotional labour and found that a deeper insight about the phenomenon of emotional labor and its lived experience by the individual employee still awaits its due attention.Abstract:
. Emotional labour – the act of subduing one’s felt emotions in order to display organisationally accepted emotions at work, is entwined with hospitality service since time immemorial. It has its commercial value and hence is regularly exchanged for pay. Emotional labour has its antecedents and eventual consequences on the employees performing it. There are various ways through which hospitality service employees perform emotional labour on a daily basis. The social construct of hospitality, both cultural and religious, have augmented the necessity of emotional labour in delivery of service to the guest. Thereby, making it a standard element of the overall hospitality experience paradigm. A lot of research has gone into understanding the cause and effect relationship of the ‘antecedent-consequence’ framework of emotional labour. This paper delves into the existing literature surrounding emotional labour. Interestingly, it was found that a deeper insight about the phenomenon of emotional labour and its lived experience by the individual employee still awaits its due attention.read more
Citations
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Power, Measure, and Technology: Some Tales of Gender, Engineering, and the Cooperative Workplace/Women Changing Work/Dishing It Out: Power and Resistance among Waitresses in a New Jersey Restaurant
TL;DR: In this article, the authors present a collection of women changing work: Power and Resistance among Waitresses in New Jersey Restaurant Philadelphia, Temple University Press, 1991, p. 6.
Services Marketing Integrating Customer Focus Across The Firm
TL;DR: In this paper, a malicious download of services marketing integrating customer focus across the firm is discussed. But the authors focus on the malicious downloads and do not consider the malicious download history.
Journal ArticleDOI
Emotional Labour in the Lifeworld of Indian Hospitality Employees: A Phenomenological Inquiry
TL;DR: In this paper, the authors explore the lived experience of emotional labour of 10 hospitality employees and try to get a deeper understanding of how they interpret it in their life world and how they feel about it.
References
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Journal ArticleDOI
Evaluating service encounters: The effects of physical surroundings and employee responses.
TL;DR: For consumers, evaluation of a service firm often depends on evaluation of the "service encounter" or the period of time when the customer interacts directly with the firm as mentioned in this paper. But this evaluation may not be accurate.
Journal ArticleDOI
The Managed Heart: Commercialization of Human Feeling.
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Emotion Work, Feeling Rules, and Social Structure
TL;DR: In this article, an emotion-management perspective is proposed as a lens through which to inspect the self, interaction, and structure of emotion, arguing that emotion can be and ofter is subject to acts of management.
Book
Services Marketing : Integrating Customer Focus Across The Firm european edition Ed. 2
TL;DR: The Second European Edition of Services Marketing: Integrating Customer Focus Across the Firm by Wilson, Zeithaml, Bitner and Gremler as mentioned in this paper uniquely focuses on the development of customer relationships through quality service.
Journal Article
Putting the Service-Profit Chain to Work
TL;DR: The service-profit chain puts hard values on soft measures, helping managers quantify their investments in people and then integrate those measures into a comprehensive service picture as discussed by the authors, which can be used to evaluate the performance of service organizations.