Vol. 3, Issue 7, Part N (2017)

Abstract

The purpose of this research work was to investigate impacts of emotional labour on service employees’ job performance in hotels. Emotional labour is a critical factor in determining quality of service interaction between the customer-service employee and customer. Data were gathered through questionnaire. Formulated hypotheses were tested using regression analysis and Spearman’s (rho) correlation model. Analysis revealed that emotional labour dimensions (SA, DA) were found to have significant relationships with service quality, customer’s emotional satisfaction, job commitment and job satisfaction. In the 1 to 2-star hotels above study variables were rated below average. In all the study variables the 5-star hotels were rated higher than the others.The overall picture from the findings was that employees’ job satisfaction was low. Based on above and other findings, it is predicted that the quality of customer experiences in these hotels is below expectation and that emotional labour has not been properly addressed. We therefore recommend that hotel organizations should recognize the emotional management demands faced by their service employees.