Emotional labour: a case study of secret recipe’s employees atKota Bharu, Kelantan / Nurbaitie Natasha Mohd Ghani & Nurzatil Aqmar Mohd Wajiah

In hospitality service industries, emotional labour is the exertion needed to give organisationally desired emotion during communication, it will give both positive and negative effect to organization and customer satisfaction. Employees who have failed to manage their emotion will give a negative effect to their company. It could lead to serious problems such as lack o f employee morale and loss of their customers as employees play an important part in expanding business. All customers expect good service prepared for them. So, employees must have
intention to fulfill their needs. Therefore, the objective o f this study is to examine the level o f acceptance o f the emotional labour o f Secret Recipe’s employees, In
this research, there are three strategies that are studied further which are standard script, dress code and acting. Participation o f questionnaire lor this research is 60
respondents among six outlets o f Secret Recipe’s employees in Kota Bharu, Kelantan. Data was gathered and analyzed by using SPSS version 19. Among the
analysis used by the researcher are frequency analysis, descriptive analysis and reliability analysis. From the result, most of the staff agreed that all three strategies helped them in social skills and ability to communicate with customers and can guide employees to satisfy the customers. Besides that, they believe it can increase
confidence level and social skills with their customers.
Keywords: Emotional Labour, Standard Script, Dress Code, Acting