Emotional labour, job satisfaction and employee performance: a mixed methods approach
by Binod Kumar Rajak; Punam Singh
International Journal of Business and Globalisation (IJBG), Vol. 34, No. 1, 2023

Abstract: The rapid growth and development of the tourism sector has given rise to a significant and manifold acceleration in competition. Survival and success in the industry has become synonymous with ensuring the happiness and satisfaction of external as well as internal customers. Thus, in order to stay in-business, it has become imperative to please both customers and employees alike. The study presents a conceptual model and examines the mediating role of job satisfaction (JS) between emotional labour (EL) and Employee Performance (EP). With the help of an explanatory mixed methods approach in which quantitative analysis was followed by a qualitative study consisting of a semi-structured interview which elaborated on the initial findings to understand EL, JS and EP from an employee perspective. Our investigation found that JS has a significant effect and partially mediates the relationship among EL and EP.

Online publication date: Mon, 05-Jun-2023

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