Service with a smile: a human resources perspective of emotional labor

Ang, Magdalene Chooi Hwa and Rostinah Supinah and Minah Japang and Caroline Rosie Jeffrey Nasah (2010) Service with a smile: a human resources perspective of emotional labor. Labuan e-Joumal of Muamalat and Society, 4. pp. 26-33.


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Emotional labor, the process of regulating both. feelings and expressions for organizational goals, is commonplace in the hospitality industry. Past research has' constantly provided empirical evidence that emotional labor can have positive consequences on organizational success but negative impact on employees' well-being. Within the context of the Malaysian hotel industry, this paper discusses the concept and consequences of emotional labor and how important it is for organizations to acknowledge their workers' emotional contribution to the organizational performance. Some suggestions in terms of human resources (HR) practices to assist hotel employees provide quality service while dealing more effectively with the strain associated with the performance of emotional labor are also offered.

Item Type: Article
Uncontrolled Keywords: Emotional labor, Hospitality industry, Human resources practices
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28-9999 Industries. Land use. Labor > HD28-70 Management. Industrial management > HD58.7-58.95 Organizational behavior, change and effectiveness. Corporate culture
Divisions: SCHOOL > Labuan School of International Business and Finance
Depositing User: ADMIN ADMIN
Date Deposited: 19 May 2011 12:46
Last Modified: 16 Oct 2017 12:12

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