...Quynh Nguyen; Adele Ladkin; Hanaa Osman Purpose Drawing from emotional labour (EL) and emotion regulation (ER) theories, this paper aims to identifiy what helps and what hinders the emotional intelligence (EI) practice of Vietnamese hotel workers. Researching EI qualitatively from a novel context...

... the following: authentic leadership predicts service employees’ emotional labour strategies; job insecurity mediates the influence of authentic leadership on surface acting but not on deep acting; relational energy mediates both surface and deep acting; and relational energy has more negative (positive...

...Chung-Jen Wang Emotional labor is a particular type of emotional work or emotional management that results in outer expressions with facial or bodily display at the workplace (Hochschild, 2003 ; Judge et al., 2009 ; Grandey and Gabriel, 2015). Hochschild (2003) explained...

...Lindsey Lee; Juan M. Madera Purpose The purpose of this paper is to provide an exhaustive review of emotional labor research from the hospitality and tourism literature by outlining the theories, the antecedents and the outcomes of emotional labor, as well as the underlying mechanisms (i.e...

...Andrew Moreo; Robert Woods; Gail Sammons; Christine Bergman This article furthers the relatively young research stream examining the impacts of emotional labor on the consumer. Service quality Customer loyalty Customer satisfaction Restaurant industry Emotional labour Food and beverage...

...Sean McGinley; Wei Wei © Emerald Publishing Limited 2018 Emerald Publishing Limited Licensed re-use rights only The purpose of this paper is to examine why and how emotional labor influences hotel employee behavior outside the workplace. Both qualitative and quantitative...

...Won‐Moo Hur; Tae Won Moon; Jae‐Kyoon Jun Purpose The purpose of the present study was to examine whether and how the perceived organizational support (POS) influences emotional labor and the relationship between emotional labor and flight attendants' outcomes. Design/methodology/approach...

...Taegoo (Terry) Kim; Joanne Jung‐Eun Yoo; Gyehee Lee; Joungman Kim Purpose The study aimed to test the antecedents and consequences of emotional labor (EL) acting strategies in the hotel industry. More specifically, the purpose of this study was to examine the impacts of emotional intelligence (EI...