Emotional labour in front line hospitality

Kanuga, Ingrid and Morrison, Heather (2017) Emotional labour in front line hospitality. In: UWL Research Conference 2017, 30 June 2017, London, UK. (Unpublished)

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Emotional Labour relates to theory regarding commercialisation of human feelings in the work place (Hochschild 1983).The main premise of EL is that FLEs must either modify their facial expressions (or surface acting) or modify their feelings (known as deep acting) (Grandey 2000).

The ways that an Employee manages their emotions to deliver a good service, and the consequences of this, are of relevance, particularly the extent to which EL is used as opposed to using genuinely felt emotions. An issue with EL is establishing how often or the point of which it must be put into practise, if the Employee enjoys helping others, then they may not consider themselves to be ‘acting’ when attending to a customer’s needs in order to improve their experience.
It may also be argued that genuine emotion is technically still exchanged for a wage in the same manner as deep and surface acting if not a more enjoyable and engaging kind.

Item Type: Conference or Workshop Item (Poster)
Subjects: Hospitality and tourism > Hospitality
Hospitality and tourism
Depositing User: Ingrid Kanuga
Date Deposited: 05 Jul 2017 10:42
Last Modified: 28 Aug 2021 07:23
URI: https://repository.uwl.ac.uk/id/eprint/3572

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