Emotional Labor In the Hospitality Industry
Introduction In the field of hospitality and tourism, emotional labour is a controversial but increasingly common factor in the management of working environments. It was first described by Hochschild (1983) as “management of feeling to create a publicly facial and bodily display” (Hochschild, 1983: 15). In other words, it is the idea that employees should behave in certain ways and display certain emotions that contribute […]