期刊名称：International Journal of Academic Research in Business and Social Sciences
电子版ISSN：2222-6990
出版年度：2018
卷号：8
期号：17
页码：15-23
DOI：10.6007/IJARBSS/v8-i17/5142
语种：English
出版社：Human Resource Management Academic Research Society
摘要：Emotional labor is a construct that is intertwined with the hospitality industry as employees are required to accommodate certain behavior or emotion to conform with the idea of providing excellent and sincere service to guests or customers. The concept of emotional labor will be further investigated and so does the implication of its utilization. In mentioning emotional labor, one would relate it with emotional dissonance as emotional labor has two forms which are surface acting and deep acting. The internal conflict between the inner feeling and displayed emotion is what termed emotional dissonance. The hospitality industry requires their employees to present their selves in a certain way as prescribed by each establishment. Thus, there are bound to be dissonances in the emotions of the employees. Previous literature also supports the idea of emotional intelligence playing a role in emotional labor with emotional labor having a positive relationship with emotional labor. Therefore, this paper is written with the idea of discussing conceptually the two variables and to explore Emotional Labor and Dissonance in detail; with elaboration of how emotional intelligence relates to them.
