Atithya: A Journal of Hospitality

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Effect of Emotional Labour on Guest Experience in Hospitality Industry


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1 School of Hospitality Management, Auro University, Gujarat, India
     

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This study has two objectives, first, to identify the conflicts between character and experiences of emotional labour in hotels, and its effect on the overall wellbeing of the workforce. The second and more general objective is to develop a research stream in identifying its direct effect on customer satisfaction. A qualitative research methodology is proposed to achieve the desired objectives. Results of pilot personal interviews reveal that four SERVQUAL dimensions i.e. Reliability, Responsiveness, Assurance, and Empathy have a close emotional content. The study also shows that services received by customers provided by the emotional labour are actually what decide the scale of business efficiency and the effectiveness. An empirical investigation with hotel managers to validate the results of the pilot study would be the next step.

Keywords

Emotions, Emotional Labours, Characters, Experiences and SERVQUAL.
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  • Effect of Emotional Labour on Guest Experience in Hospitality Industry

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Authors

Kamal Manaktola
School of Hospitality Management, Auro University, Gujarat, India
Vimal A. Shukla
School of Hospitality Management, Auro University, Gujarat, India

Abstract


This study has two objectives, first, to identify the conflicts between character and experiences of emotional labour in hotels, and its effect on the overall wellbeing of the workforce. The second and more general objective is to develop a research stream in identifying its direct effect on customer satisfaction. A qualitative research methodology is proposed to achieve the desired objectives. Results of pilot personal interviews reveal that four SERVQUAL dimensions i.e. Reliability, Responsiveness, Assurance, and Empathy have a close emotional content. The study also shows that services received by customers provided by the emotional labour are actually what decide the scale of business efficiency and the effectiveness. An empirical investigation with hotel managers to validate the results of the pilot study would be the next step.

Keywords


Emotions, Emotional Labours, Characters, Experiences and SERVQUAL.

References