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https://www.um.edu.mt/library/oar/handle/123456789/136258| Title: | The perspectives of front-line hospitality employees on emotional labour and authenticity |
| Authors: | Peplow, Damien |
| Keywords: | Hospitality industry -- Employees -- Malta Employee morale -- Malta Hotels -- Malta COVID-19 Pandemic, 2020-2023 -- Economic aspects -- Malta Employees -- Training of -- Malta |
| Issue Date: | 2022-07 |
| Publisher: | Institute of Tourism Studies (Malta) |
| Citation: | Peplow, D. (2022, July). The perspectives of front-line hospitality employees on emotional labour and authenticity. Futouristic, 4, 22-23. |
| Abstract: | Front-line hospitality employees who are in direct contact with guests are expected to always serve their guests with a genuine smile. The purpose of this paper is to identify whether the daily emotional labour experienced by these employees is recognised or not by management in some of the top 5-star hotels in Malta. METHODOLOGY Due to the nature of the topic being studied, a qualitative approach was taken to understand complex realities which are difficult to quantify. Twenty-one semi-structured interviews were carried out among managers, front-line hospitality employees, students, a psychotherapist, and an MHRA (Malta Hotels and Restaurant Association) representative. [excerpt] |
| URI: | https://www.um.edu.mt/library/oar/handle/123456789/136258 |
| Appears in Collections: | Futouristic, Issue 4 |
Files in This Item:
| File | Description | Size | Format | |
|---|---|---|---|---|
| The_perspectives_of_front-line_hospitality_employees_on_emotional_labour_and_authenticity(2022).pdf | 761.42 kB | Adobe PDF | View/Open |
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