... and ethical infrastructure shaping how hospitality is performed and experienced. Design/methodology/approach Drawing on theories from emotional labor, dramaturgy, servicescape and experience design, this paper synthesizes perspectives from hospitality studies, critical design and aesthetic theory...

...Xin Liu; Lu Zhang; Michael S. Lin; Guangmei Jia Purpose This paper aims to identify types of robot service failure stressors and explores its impact on emotional labor and recovery work engagement from the employees’ standpoint. Design/methodology/approach The research adopted a mixed-method...

..., satisfaction and loyalty (Prayag et al., 2017); and evaluating the exchange of emotions between employees/hosts and customers from the emotional labor (EL) perspective (Lan et al., 2022) or within the emotional contagion paradigm (Ustrov et al., 2016 ; Zhang et al., 2022...

...Tung-Ju Wu; Ruo-Xi Zhang; Jia-Min Li Purpose This study aims to test the relationship between emotional labor and service quality of the frontline employees of Chinese restaurants during the coronavirus disease pandemic (COVID-19). This study further investigated the mediating role of work fatigue...

...) and perceived organizational support (POS). POS had a significant mediating effect between employee perceptions of wellness programs and JS. Employee perceptions of wellness programs did not have a significant effect on emotional labor. Originality/value Employee wellness programs are often recommended...

...Tae-Yeol Kim; Brad Gilbreath; Emily M. David; Sang-Pyo Kim Purpose The purpose of this paper is to test whether self-verification striving serves as an individual difference antecedent of emotional labor and explore whether various emotional labor tactics acted as mediating mechanisms through...

...Lindsey Lee; Juan M. Madera Juan Madera can be contacted at: jmmadera@uh.edu 17 05 2018 12 09 2018 14 11 2018 18 11 2018 © Emerald Publishing Limited 2019 Emerald Publishing Limited Licensed re-use rights only Stress Emotional labor Surface acting...

...Hsin-Hui“Sunny” Hu; Hsin-Yi Hu; Brian King Purpose The study aimed to investigate the impact of customer misbehaviors on airline in-flight customer contact personnel. A theoretical framework was proposed to test the meditating role of role stress and emotional labor in the relationship between...

...Zizhen Geng; Chao Liu; Xinmei Liu; Jie Feng Purpose – The purpose of this study is to empirically test and extend knowledge of the effects of emotional labor of frontline service employee. Design/methodology/approach – The authors examined the effects of emotional labor (surface acting...