Faking it: a conceptual discussion on emotional labor, emotional dissonance and emotional intelligence
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 investigate...
| Main Authors: | , , , , |
|---|---|
| Format: | Article |
| Published: |
Human Resource Management Academic Research Society
2018
|
| Subjects: |
| _version_ | 1796868951052910592 |
|---|---|
| author | Raja Mustapha, Raja Iskandar Putera Ibrahim, Mohd Zool Fadli Mohamad Saber, Joesri Salim, Azlan Rohiat, Mohd Akmal |
| author_facet | Raja Mustapha, Raja Iskandar Putera Ibrahim, Mohd Zool Fadli Mohamad Saber, Joesri Salim, Azlan Rohiat, Mohd Akmal |
| author_sort | Raja Mustapha, Raja Iskandar Putera |
| collection | UTHM |
| description | 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. |
| first_indexed | 2024-03-05T21:47:31Z |
| format | Article |
| id | uthm.eprints-4067 |
| institution | Universiti Tun Hussein Onn Malaysia |
| last_indexed | 2024-03-05T21:47:31Z |
| publishDate | 2018 |
| publisher | Human Resource Management Academic Research Society |
| record_format | dspace |
| spelling | uthm.eprints-40672021-11-24T02:25:06Z http://eprints.uthm.edu.my/4067/ Faking it: a conceptual discussion on emotional labor, emotional dissonance and emotional intelligence Raja Mustapha, Raja Iskandar Putera Ibrahim, Mohd Zool Fadli Mohamad Saber, Joesri Salim, Azlan Rohiat, Mohd Akmal HQ The family. Marriage. Woman HQ503-1064 The family. Marriage. Home 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. Human Resource Management Academic Research Society 2018 Article PeerReviewed Raja Mustapha, Raja Iskandar Putera and Ibrahim, Mohd Zool Fadli and Mohamad Saber, Joesri and Salim, Azlan and Rohiat, Mohd Akmal (2018) Faking it: a conceptual discussion on emotional labor, emotional dissonance and emotional intelligence. International Journal of Academic Research in Business and Social Sciences, 8 (17). pp. 15-23. ISSN 2222-6990 http://dx.doi.org/10.6007/IJARBSS/v8-i17/5142 |
| spellingShingle | HQ The family. Marriage. Woman HQ503-1064 The family. Marriage. Home Raja Mustapha, Raja Iskandar Putera Ibrahim, Mohd Zool Fadli Mohamad Saber, Joesri Salim, Azlan Rohiat, Mohd Akmal Faking it: a conceptual discussion on emotional labor, emotional dissonance and emotional intelligence |
| title | Faking it: a conceptual discussion on emotional labor, emotional dissonance and emotional intelligence |
| title_full | Faking it: a conceptual discussion on emotional labor, emotional dissonance and emotional intelligence |
| title_fullStr | Faking it: a conceptual discussion on emotional labor, emotional dissonance and emotional intelligence |
| title_full_unstemmed | Faking it: a conceptual discussion on emotional labor, emotional dissonance and emotional intelligence |
| title_short | Faking it: a conceptual discussion on emotional labor, emotional dissonance and emotional intelligence |
| title_sort | faking it a conceptual discussion on emotional labor emotional dissonance and emotional intelligence |
| topic | HQ The family. Marriage. Woman HQ503-1064 The family. Marriage. Home |
| work_keys_str_mv | AT rajamustapharajaiskandarputera fakingitaconceptualdiscussiononemotionallaboremotionaldissonanceandemotionalintelligence AT ibrahimmohdzoolfadli fakingitaconceptualdiscussiononemotionallaboremotionaldissonanceandemotionalintelligence AT mohamadsaberjoesri fakingitaconceptualdiscussiononemotionallaboremotionaldissonanceandemotionalintelligence AT salimazlan fakingitaconceptualdiscussiononemotionallaboremotionaldissonanceandemotionalintelligence AT rohiatmohdakmal fakingitaconceptualdiscussiononemotionallaboremotionaldissonanceandemotionalintelligence |