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  • Coping with emotional labor in high stress hospitality work environments

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    Teoh207549.pdf (299.6Kb)
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    Accepted Manuscript (AM)
    Author(s)
    Teoh, Mark Weiyii
    Wang, Ying
    Kwek, Anna
    Griffith University Author(s)
    Kwek, Anna S.
    Year published
    2019
    Metadata
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    Abstract
    Hospitality environments, particularly casino VIP rooms, are often overlooked as “high stress” work environments. Faced with challenging work situations, frontline employees experience tremendous emotional demands during interpersonal interactions. As this leads to emotional exhaustion, frontline employees must find ways of managing emotional labor through coping strategies to reduce its negative impacts. This research explores strategies that VIP room’s frontline employees use in coping with emotional demands. The research identifies four families of strategies: opposition, rumination, emotional regulation, and positive ...
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    Hospitality environments, particularly casino VIP rooms, are often overlooked as “high stress” work environments. Faced with challenging work situations, frontline employees experience tremendous emotional demands during interpersonal interactions. As this leads to emotional exhaustion, frontline employees must find ways of managing emotional labor through coping strategies to reduce its negative impacts. This research explores strategies that VIP room’s frontline employees use in coping with emotional demands. The research identifies four families of strategies: opposition, rumination, emotional regulation, and positive cognitive restructuring, corresponding to surface acting, deep acting and genuine emotions, respectively. The study opens new avenues for further understanding of the coping and emotional labor concepts.
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    Journal Title
    Journal of Hospitality Marketing and Management
    DOI
    https://doi.org/10.1080/19368623.2019.1571979
    Copyright Statement
    © 2019 Taylor & Francis (Routledge). This is an Accepted Manuscript of an article published by Taylor & Francis in Journal of Hospitality Marketing & Management on 07 Feb 2019, available online: https://doi.org/10.1080/19368623.2019.1571979
    Note
    This publication has been entered into Griffith Research Online as an Advanced Online Version.
    Subject
    Commercial services
    Human resources and industrial relations
    Publication URI
    http://hdl.handle.net/10072/385771
    Collection
    • Journal articles

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