Culture, Work and Emotion

Ooi, Can‐Seng; Ek, Richard

doi:10.3384/cu.2000.1525.10217303

Cited by 9 publications

(3 citation statements)

References 36 publications

(17 reference statements)

Supporting

Mentioning

Contrasting

Order By: Relevance

“…The current issue and full text archive of this journal is available on Emerald Insight at: https://www.emerald.com/insight/2514-9792.htm organisations. This implies that the emotions employees display at their "private emotional space" need to be tailored in line with the expectations of organisations (Ooi and Ek, 2010). In effect, employees try to customise their emotions to suit the requirements of their organisations, and this has adverse effects on them, including burnout, exhaustion and other psychological problems, which ultimately affect service quality (Hochschild, 1983;Hu et al, 2017;Li et al, 2017;Tepeci and Pala, 2016).…”

mentioning

confidence: 99%

Emotional labour, emotional exhaustion and job satisfaction in the hospitality industry

Amissah

Blankson-Stiles-Ocran

Mensah

2021

JHTI

View full text Add to dashboard Cite

Purpose The purpose of this paper is to investigate the effect of emotional labour on frontline employees' emotional exhaustion and job satisfaction within the hotel industry. Design/methodology/approach The quantitative research approach was employed by administering questionnaires to 205 frontline employees from 16 luxury hotels in the Accra Metropolis, out of which 194 questionnaires were retrieved and analysed. Findings The results showed that surface acting was positively associated with emotional exhaustion, while deep and genuine acting were negatively associated with emotional exhaustion. In addition, both deep and genuine acting related positively with job satisfaction, while surface acting was negatively associated with job satisfaction. Research limitations/implications A lackadaisical attitude from hotel management and employees towards data collection was encountered. Also, the study area had very few upscale hotels, making the sample for the study relatively small. Further, since this study was taken from the African perspective, readers should be mindful of generalisation of the results. Originality/value This paper is one of the pioneers to have assessed the relationships between emotional labour, job satisfaction and emotional exhaustion in the African hospitality context. The study contributes to hospitality management literature by explaining how the acting strategies of emotional labour affect frontline employees in the hotel industry. A better understanding of emotional labour will help both management and frontline employees to employ the appropriate acting strategy in any given situation they encounter in the course of their service delivery, to reduce the emotional drain they face in handling especially difficult customers and to increase frontline employees' job satisfaction.

show abstract

mentioning

confidence: 99%

Emotional labour, emotional exhaustion and job satisfaction in the hospitality industry

Amissah

Blankson-Stiles-Ocran

Mensah

2021

JHTI

View full text Add to dashboard Cite

show abstract

“…In fact, the hypothesis was based on previous sociopsychological researches. In this context, authors have analysed: social acceptance (Seidman, 2013); psychological benefits from showing the experience to others (Hudson et al, 2015); emotional support (Munar and Jacobsen, 2014); recognition (Ooi and Ek, 2010); social prestige (Kim and Jang, 2014); and impressing friends and relatives by showing their experience on the internet (Lyu, 2016) as predictors of the use of social media.…”

Section: Discussionmentioning

confidence: 99%

“…In addition, tourists select and post information they consider congruent with the image they want to show to others. Also, tourists believe that talking about their experience helps others in some way (informational or recreational), indicating values of virtual community cultures, and the recognition as a good provider of resources may raise a person's status within the group (Ooi and Ek, 2010). Moreover, "although tourists may have a tendency to employ altruistic and community-related terms when explaining reasons for their sharing behaviour, they may also be aiming at individual benefits such as strengthened reputation or increased feelings of self-efficacy" (Munar and Jacobsen, 2014, p. 48).…”

Section: H3:experience Self-congruity Directly and Positively Influen...mentioning

confidence: 99%

The influence of tourism experience self-congruity on the use of virtual social networks

Cortés

2017

EJTR

View full text Add to dashboard Cite

Based on previous research in the literature of symbolic consumption and social media, the present study analyses the relationship between tourism experience self-congruity, perceived social value and tourists’ use of virtual social networks. The study presents a series of hypotheses and an empirical model, which establishes the relationship between these constructs. In order to contrast the hypotheses, a quantitative research was carried out in the city of Valencia (Spain), using a structured survey and personal interviews. During the analysis of the results, the reliability and the validity of the scales used to measure the constructs were verified by confirmatory factor analysis (CFA). Subsequently, the methodology of the structural equation models (SEM) was used to estimate the relation between the constructs.The results show that tourists perceive higher social value when they live a tourism experience that is congruent with their self-concepts and, when tourists perceive higher social value, the revisit intention increases. When it comes to virtual social networks, experience self-congruity and perceived social value influence their use. Finally, the use of social networks also increases the perceived social value of the experience.

show abstract