Emotional Labor in the Tourism Industry: Strategies, Antecedents, and Outcomes

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Author(s): Rajat Gera (Manav Rachna International Institute of Research and Studies, India), Shilpa Arora (Manav Rachna International Institute of Research and Studies, India)and Sahil Malik (Manav Rachna International Institute of Research and Studies, India)
Copyright: 2022
Pages: 20
Source title: Research Anthology on Human Resource Practices for the Modern Workforce
Source Author(s)/Editor(s): Information Resources Management Association (USA)
DOI: 10.4018/978-1-6684-3873-2.ch005

Keywords: Business Science Reference / Human Resource Management / Human Resources Management / Knowledge Management and Library Science

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Abstract

The chapter reviews the key concepts, definitions, individual and organizational antecedents, and individual and organizational outcomes of emotional labour (EL) in the tourism industry. The application of the concept in research and practice is discussed along with the implications. The theoretical domains of convergence and divergence are identified. key challenges and applications of EL with airlines cabin crew, restaurant service staff, and hotel industry frontline staff are identified and discussed. A systematic review of literature on EL in tourism is undertaken followed by critical appraisal of the implications of EL for HR practices in the tourism and hospitality industry.

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Emotional Labor in the Tourism Industry: Strategies, Antecedents, and Outcomes

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