Coping with emotional labor in high stress hospitality work environments

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Accepted Manuscript (AM)
Author(s)
Teoh, Mark Weiyii
Wang, Ying
Kwek, Anna
Year published
2019
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Show full item recordAbstract
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 ...
View more >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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View more >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.
View less >
Journal Title
Journal of Hospitality Marketing and Management
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