Emotional Labor in the Tourism Industry

The chapter reviews the key concepts, definitions, individual and organizational antecedents, and individual and organizational outcomes of emotional labour (EL) in the tourism industry. The application of the concept in research and practice is discussed along with the implications. The theoretical domains of convergence and divergence are identified. key challenges and applications of EL with airlines cabin crew, restaurant service staff, and hotel industry frontline staff are identified and discussed. A systematic review of literature on EL in tourism is undertaken followed by critical appraisal of the implications of EL for HR practices in the tourism and hospitality industry.

Leadership, Vision, and Values in a Time of Change and Crisis

This chapter analyses the principles and practices of effective leadership and management in times of complex change. It presents an illustrative case study of a UK research-intensive university's strategic response to global and national changes in the higher education sector as they intersected with a profound and unexpected crisis – the COVID-19 pandemic. The chapter explores emergent possibilities for practising leadership that respects the culture(s) of the academic and professional collective of a research-intensive university, while considering some of the lived contradictions and kinds of emotional labour experienced during this time of great pressure. The authors propose a new cross-cutting articulation of ‘leadership in academia' based on seven key principles as a means of bringing faculty members and professional staff into new collaborative spaces. Their conclusion highlights the importance of establishing a culture of consent to cooperation to enable institutions to navigate disagreements over policy decisions.

Which human factors design issues are influencing system performance in out-of-hours community palliative care? Integration of realist approaches with an established systems analysis framework to develop mid-range programme theory

ObjectiveTo develop mid-range programme theory from perceptions and experiences of out-of-hours community palliative care, accounting for human factors design issues that might be influencing system performance for achieving desirable outcomes through quality improvement.SettingCommunity providers and users of out-of-hours palliative care.Participants17 stakeholders participated in a workshop event.DesignIn the UK, around 30% of people receiving palliative care have contact with out-of-hours services. Interactions between emotions, cognition, tasks, technology and behaviours must be considered to improve safety. After sharing experiences, participants were presented with analyses of 1072 National Reporting and Learning System incident reports. Discussion was orientated to consider priorities for change. Discussions were audio-recorded and transcribed verbatim by the study team. Event artefacts, for example, sticky notes, flip chart lists and participant notes, were retained for analysis. Two researchers independently identified context–mechanism–outcome configurations using realist approaches before studying the inter-relation of configurations to build a mid-range theory. This was critically appraised using an established human factors framework called Systems Engineering Initiative for Patient Safety (SEIPS).ResultsComplex interacting configurations explain relational human-mediated outcomes where cycles of thought and behaviour are refined and replicated according to prior experiences. Five such configurations were identified: (1) prioritisation; (2) emotional labour; (3) complicated/complex systems; (4a) system inadequacies and (4b) differential attention and weighing of risks by organisations; (5) learning. Underpinning all these configurations was a sixth: (6a) trust and access to expertise; and (6b) isolation at night. By developing a mid-range programme theory, we have created a framework with international relevance for guiding quality improvement work in similar modern health systems.ConclusionsMeta-cognition, emotional intelligence, and informal learning will either overcome system limitations or overwhelm system safeguards. Integration of human-centred co-design principles and informal learning theory into quality improvement may improve results.

Combined Use of Virtual Reality and a Chatbot Reduces Emotional Stress More Than Using Them Separately

In recent years, various organizations, such as companies and governments, have been required to take measures for the mental health of their employees, and the importance of self-care for mental health by employees themselves has been increasing, as well as being supported by administrators, such as doctors and workplace managers. As a means of self-care of mental health that can be implemented by busy professionals during their workdays and daily lives, the Digital-SAT method has been developed to implement the stress-care process of the SAT method, a psychological counseling technique for resolving psychological stress problems, in a self-guided manner using digital media. To realize the Digital-SAT method, two issues need to be addressed: first, to obtain the same emotional stress reduction effect as the SAT method and, second, to ensure the continuous implementation of the Digital-SAT method. Previous studies have shown that applications (apps) using virtual reality are effective in solving the former issue, and an app using a chatbot can be effective in solving the latter. In this research, an intervention study was conducted to verify the effectiveness of combined use of the two apps to encourage continuous use, resulting in increased emotional stress reduction, with the aim of making it feasible in actual work environments. An intervention of four weeks of app use was conducted with 70 nurses working in two hospitals where measures for mental health due to emotional labour and overwork were required. The emotional stress reduction effects of the intervention were evaluated using psychological scales and blood pressure levels, and it was confirmed that combined use of apps was more effective than using them separately to practice the Digital-SAT method in an actual work environment.

A Postdigital Perspective on Service Work: Salespeople’s Service Encounters in the Connected Store

Covid-19 has disrupted global markets, accelerated the digital transformation of frontline service, and changed how service organisations, frontline service employees, and consumers interact. This article explores how digitalisation is changing retail service work from a postdigital perspective. The article draws on an ethnography of salespeople’s service encounters in speciality chain stores between July 2015 and August 2021. Using a practice theory framework (the theory of practice architectures), the article explores what conditions form salespeople’s service encounters in connected stores and how retail organisations’ digitalisation of frontline service changes salespeople’s practice of service encounters. The contributions of this article to the ongoing debate over the digitalisation of service work are twofold. On the theoretical plane, the article provides an alternative framework to labour process theory for exploring and describing service work organised around digital technologies. Secondly, it uncovers the conditions that are changing salespeople’s practice of service encounters, along with attributes associated with service work and emotional labour skills. The research shows that the connected service encounter is characterised by postdigital dialogue that involves new roles and skills in frontline service work. Overall, the findings contribute to a better understanding of how digitalisation changes action and interaction in service encounters from an employee perspective.

The Role of Religion in Young Muslims’ and Christians’ Self-presentation on Social Media

This article examines how young Muslims and Christians with ethnic minority backgrounds in Oslo reflect on their use of social media as a way to present themselves and their religiosity. The study draws upon Arlie Hochschild’s concepts of feeling rules and emotional labour and Erving Goffman’s typology of frontstage and backstage behaviour to analyse how young Muslims and Christian informants present themselves on social media. For minority groups, these strategies can be used to negotiate religion and create a different image. This study shows that both Christian and Muslim youth with minority backgrounds use different strategies to present their religiosity. Even though all the informants want to portray themselves as religious, they carefully consider what type of religious content they share to avoid social exclusion, conflict and religious discussions.