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https://www.um.edu.mt/library/oar/handle/123456789/136050| Title: | The perspectives of front-line hospitality employees on emotional labour and authenticity |
| Authors: | Peplow, Damien |
| Keywords: | Hospitality industry -- Employees -- Malta Job stress -- Malta Hotels -- Personnel management Human capital -- Malta |
| Issue Date: | 2022-01 |
| Publisher: | Institute of Tourism Studies (Malta) |
| Citation: | Peplow, D. (2022, January). The perspectives of front-line hospitality employees on emotional labour and authenticity. Futouristic, 3, 24-25. |
| Abstract: | Guaranteeing service with a smile is one of the biggest challenges service organisations face in the 21st century. Front-line hospitality employees who are in direct contact with guests are expected to always serve their guests with a genuine smile. However, for several reasons such as stress, family issues, personality traits, inauthenticity, or financial instability to mention a few, service with a smile is not always the desired result. Inner emotions need to be masked; what is displayed on the outside might not necessarily reflect what is felt within. [excerpt] |
| URI: | https://www.um.edu.mt/library/oar/handle/123456789/136050 |
| Appears in Collections: | Futouristic, Issue 3 |
Files in This Item:
| File | Description | Size | Format | |
|---|---|---|---|---|
| The_perspectives_of_front-line_hospitality_employees_on_emotional_labour_and_authenticity(2022).pdf | 252.2 kB | Adobe PDF | View/Open |
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