Title: Emotional labour and its psychometric outcomes on the service providers of the hotel industry

Authors: Dipneet Saini; Manjit Singh

Addresses: Punjabi University, NH64, Next to Urban Estate Phase II, Patiala, Punjab 147002, India ' SGTB Khalsa College, SH22, Power Colony, Anandpur Sahib, Punjab 140118, India

Abstract: The study intends to investigate the process of emotional labour and its impact on the mental health of workers of hotel industry. It was also proposed to study the relationship of emotional labour with job satisfaction in employees. Adhering to quantitative approach in data collection, the questionnaire package was provided to the employees of three, four and five-star hotels located in Northern India. For statistical measurements of the key variables, three standardised scales had been employed. The results indicated that surface acting has a significant positive association with the emotional exhaustion in employees. On further investigation, it was also found that job satisfaction has significant relation with deep acting. It was inferred that management's concern for employees would not only act as a catalyst for an improved job satisfaction but would also improve their wellbeing. Some stress handling strategies were posited like 'wellness' rooms, peer support programs, sessions of stress management, counselling, meditation and emotional release that can be inculcated into the system to improve the mental health of the employees.

Keywords: surface acting; dissonance; deep acting; burnout; service delivery; emotional display rules; wellness programs; job satisfaction.

DOI: 10.1504/IJLTM.2020.111505

International Journal of Leisure and Tourism Marketing, 2020 Vol.7 No.1, pp.44 - 66

Received: 21 Dec 2019
Accepted: 30 Mar 2020

Published online: 18 Nov 2020 *

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