Emotional Labour: A Case of Fast Food Employees in Klang Valley, Malaysia / Hazrina Ghazali ... [et al.]

Ghazali, Hazrina and Yap, Sing Yee and Ahmad, Faridah (2015) Emotional Labour: A Case of Fast Food Employees in Klang Valley, Malaysia / Hazrina Ghazali ... [et al.]. Journal of Tourism, Hospitality & Culinary Arts, 7 (1). pp. 16-31. ISSN 1985-8914 , 2590-3837

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Abstract

This study aims to investigate the level of agreement on emotional labour strategies that include standard scripts, dress code and acting and the roles of socio-demographic towards emotion supervision of fast food employees. A survey questionnaire was used to underpin this study with participation of 170 respondents among fast food employees in Klang Valley area. Data were analysed by using SPSS version 19 and the results found that the use of standard scripts, dress code and acting had from moderate to high level of agreement on employees’ emotion. This study was hoped to give information and deeper insights about emotional labour. Managers can take an initiative to guide employees in order to provide good services and smooth interaction between employees and customers where it benefited both parties.

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Item Type: Article
Creators:
Creators
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Ghazali, Hazrina
UNSPECIFIED
Yap, Sing Yee
UNSPECIFIED
Ahmad, Faridah
UNSPECIFIED
Subjects: T Technology > TX Home economics > Hospitality industry. Hotels, clubs, restaurants, etc. Food service
T Technology > TX Home economics > Food service
T Technology > TX Home economics > Restaurants, cafeterias, tearooms, etc.
Divisions: Universiti Teknologi MARA, Selangor > Puncak Alam Campus > Faculty of Hotel and Tourism Management
Journal or Publication Title: Journal of Tourism, Hospitality & Culinary Arts
UiTM Journal Collections: UiTM Journal > Journal of Tourism, Hospitality & Culinary Arts (JTHCA)
ISSN: 1985-8914 , 2590-3837
Volume: 7
Number: 1
Page Range: pp. 16-31
Official URL: https://www.jthca.org/
Item ID: 44618
Uncontrolled Keywords: Emotional labour; Standard scripts; Dress codes; Acting; Fast food industry; Kuala Lumpur
URI: https://ir.uitm.edu.my/id/eprint/44618

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44618

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