Are you for real? An evaluation of the relationship between emotional labour and visitor outcomes

Tourism Management

Volumn 32, Issue 1, 2011, Pages 39-45

  Van Dijk, Pieter A ^a   Smith, Liam D G ^a   Cooper, Brian K ^a  

^a MONASH UNIVERSITY   (Australia)

Author keywords

Deep acting; Emotional labour; Surface acting; Visitor outcomes

Indexed keywords

LABOR; MANAGEMENT; PERCEPTION; TOURIST BEHAVIOR;

EID: 78649807550     PISSN: None     EISSN: 02615177     Source Type: Journal    
DOI: 10.1016/j.tourman.2009.11.001     Document Type: Article

References (64)

1. Adelmann P.K. Emotional labor as a potential source of job stress. Organizational risk factors for job stress 1995, 371-381. American Psychological Association, Washington. S.L. Sauter, L.R. Murphy (Eds.).
2. Anderson, B. A., Provis, C., & Chappel, S. J. (2002). Coping strategies in the performance of emotional labour. In: Paper presented at the Council for Australian University Tourism and Hospitality Education (CAUTHE), Promaco, Freemantle, Australia.
3. Anderson B.A., Provis C., Chappel S.J. The selection and training of workers in the tourism and hospitality industries for the performance of emotional labour. Journal of Hospitality and Tourism Management 2003, 10(1):1-12.
4. Arnould E.J., Price L.L. River magic: extraordinary experience and the extended service encounter. Journal of Consumer Research 1983, 20(1):24-45.
5. Ashforth B., Humphrey R. Emotional labor in service roles: the influence of identity. Academy of Management Review 1993, 18(1):88-115.
6. Beardsworth A., Bryman A. The wild animal in late modernity: the case of the Disneyization of zoos. Tourist Studies 2001, 1(1):83-104.
7. Bigné J., Andreu L. Emotions in segmentation: an empirical study. Annals of Tourism Research 2004, 31(3):682-696.
8. Bitner M.J. Building service relationships: it's all about promises. Journal of the Academy of Marketing Science 1995, 23(4):246-251.
9. Brotheridge C.M. The role of emotional intelligence and other individual differences in predicting emotional labor relative to situational demands. Psicothema 2006, 18(1):139-144.
10. Brotheridge C.M., Grandey A.A. Emotional labor and burnout: comparing two perspectives of " people work" Journal of Vocational Behavior 2002, 60(1):17-39.
11. Brotheridge C.M., Lee R.T. Testing a conservation of resources model of the dynamics of emotional labor. Journal of Occupational Health Psychology 2002, 7(1):57-67.
12. Brotheridge C.M., Lee R.T. Development and validation of the emotional labor scale. Journal of Occupational and Organizational Psychology 2003, 76(3):365-379.
13. Brotheridge C.M., Taylor I. Cultural differences in emotional labor in flight attendants. Research on emotion in organizations 2006, Vol. 2:167-191. Elselvier, Amsterdam. W.J. Zerbe, N.M. Ashkanasy, C.E.J. Härtel (Eds.).
14. Bryman A. The Disneyization of society. The Sociological Review 1999, 47(1):25-47.
15. Chu K., Murrmann S. Development and validation of the hospitality emotional labor scale. Tourism Management 2006, 27(6):1181-1191.
16. Copranzano R., Weiss H.M., Elias S.M. The impact of display rules and emotional labor on psychological well-being at work. Emotional and physiological processes and positive intervention strategies 2004, Vol. 3:45-89. Elsevier, Oxford. P.L. Perrewe', D.C. Ganster (Eds.).
17. De Jonge J., Le Blanc P.M., Peeters M.C.W., Noordam H. Emotional job demands and the role of matching job resources: a cross-sectional survey study among health care workers. International Journal of Nursing Studies 2008, 45(10):1460-1469.
18. de Rojas C., Camarero C. Visitors' experience, mood and satisfaction in a heritage context: evidence from an interpretation center. Tourism Management 2008, 29(3):525-537.
19. Diefendorff J., Croyle M., Gosserand R. The dimensionality and antecedents of emotional labor strategies. Journal of Vocational Behavior 2005, 66(2):339-357.
20. Diefendorff J.M., Greguras G.J. Contextualizing emotional display rules: examining the roles and targets and discrete emotions in shaping display rule perceptions. Journal of Management 2009, 35(4):880-898.
21. Diefendorff J.M., Richard E.M., Croyle M.H. Are emotional display rules formal job requirements? Examination of employee and supervisor perceptions. Journal of Occupational and Organizational Psychology 2006, 29(2):273-279.
22. Edensor T. Performing tourism, staging tourism: (Re)producing tourist space and practice. Tourist Studies 2001, 1(1):59-81.
23. Ekman P., Friesen W.V., O'Sullivan M. Smiles when lying. Journal of Personality and Social Psychology 1988, 54(3):414-420.
24. Ennew C.T., Reed G.V., Binks M.R. Importance-performance analysis and the measurement of service quality. European Journal of Marketing 1993, 27(2):59-70.
25. Gountas S., Ewing M.T., Gountas J.I. Exploring consumers' responses to service providers' positive affective displays. International Journal of Culture, Tourism and Hospitality Research 2007, 1(1):97-109.
26. Gountas S., Ewing M.T., Gountas J.I. Testing airline passengers' responses to flight attendants' expressive displays: the effects of positive affect. Journal of Business Research 2007, 60(1):81-83.
27. Grandey A.A. Emotion regulation in the workplace: a new way to conceptualize emotional labor. Journal of Occupational Health Psychology 2000, 5(1):95-110.
28. Grandey A.A. When " the show must go on": surface acting and deep acting as determinants of emotional exhaustion and peer-rated service delivery. The Academy of Management Journal 2003, 46(1):86-96.
29. Grandey A.A., Fisk G.M., Mattila A.S., Jansen K.J., Sideman L.A. Is " service with a smile" enough? Authenticity of positive displays during service encounters. Organizational Behavior and Human Decision Processes 2005, 96(1):38-55.
30. Ham S.H., Weiler B. Interpretation evaluation tool-kit: Methods and tools for assessing the effectiveness of face-to-face interpretive programs 2005, Sustainable Tourism CRC, Gold Coast, Australia.
31. Ham S.H., Weiler B. Development of a research-based tool for evaluating interpretation 2006, Sustainable Tourism CRC, Gold Coast, Australia.
32. Hochschild A. The managed heart: Commercialization of feeling 1983, University of California Press, Berkeley.
33. Holman D., Chissick C., Totterdell P. The effects of performance monitoring on emotional labor and well-being in call centers. Motivation and Emotion 2002, 26(1):57-81.
34. Holyfield L. Manufacturing adventure the buying and selling of emotions. Journal of Contemporary Ethnography 1999, 28(1):3-32.
35. Kline R.B. Principles and practice of structural equation modeling 2005, The Guilford Press, NY.
36. Kruml S.M., Geddes D. Exploring the dimensions of emotional labor: the heart of Hochschild's work. Management Communication Quarterly 2000, 14(1):8-49.
37. Madin E., Fenton D. Environmental interpretation in the Great Barrier Reef Marine Park: an assessment of programme effectiveness. Journal of Sustainable Tourism 2004, 12(2):121-137.
38. Mann S. Expectations of emotional display in the workplace: an American/British comparative study. Leadership & Organization Development Journal 2007, 28(6):552-570.
39. Mathieu J.E., Taylor S. A framework for testing meso-mediational relationships in organizational behavior. Journal of Organizational Behavior 2007, 28(2):141-172.
40. Morris J.A., Feldman D.C. The dimensions, antecedents, and consequences of emotional labor. Academy of Management Review 1996, 21(4):986-1010.
41. Morris J.A., Feldman D.C. The impact of emotional dissonance on psychological well-being: the importance of role internalisation as a mediating variable. Management Research News 1996, 19(8):19-28.
42. Nicholson R.E., Pearce D.G. Why do people attend events: a comparative analysis of visitor motivations at four South Island events. Journal of Travel Research 2001, 39(4):449-460.
43. Oliver R.L. A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing Research 1980, 17(11):460-469.
44. Olsen K.H. Authenticity as a concept in tourism research: the social organization of the experience of authenticity. Tourist Studies 2002, 2(2):159-182.
45. Price L.L., Arnould E.J., Deibler S.L. Consumers' emotional responses to service encounters: the influence of the service provider. International Journal of Service Industry Management 1994, 6(3):34-63.
46. Pugh S.D. Service with a smile: emotional contagion in the service encounter. Academy of Management Journal 2001, 44(5):1018-1027.
47. Rafaeli A., Sutton R.I. Busy stores and demanding customers: how do they affect the display of positive emotion?. Academy of Management Journal 1990, 33(3):623-637.
48. Rafaeli A., Worline M. Individual emotion in work organizations. Social Science Information 2001, 40(1):95-123.
49. Raudenbush S.W., Bryk A.S. Hierarchical linear models 2002, Sage Publications, Thousand Oaks. 2nd ed.
50. Rupp D., Spencer S. When customers lash out: the effects of customer interactional injustice on emotional labor and the mediating role of discrete emotions. Journal of Applied Psychology 2006, 91(4):971.
51. Schaubroeck J., Jones J.R. Antecedents of workplace emotional labor dimensions and moderators of their effects on physical symptoms. Journal of Organizational Behavior 2000, 21(2):163-183.
52. Sharpe E.K. " Going above and beyond:" the emotional labor of adventure guides. Journal of Leisure Research 2005, 37(1):29-50.
53. Shuler S., Sypher B. Seeking emotional labor: when managing the heart enhances the work experience. Management Communication Quarterly 2000, 14(1):50-89.
54. Stanislavski C. An actor prepares 1965, Theatre Arts Books, New York.
55. Tabachnick B.G., Fidell L.S. Using multivariate statistics 2007, Pearson Education, Boston. 5th ed.
56. Tharenou P., Donohue R., Cooper B. Management research methods 2007, Cambridge University Press, New York.
57. Tomas S.R., Crompton J.L., Scott D. Assessing service quality and benefits sought among zoological park visitors. Journal of Park and Recreation Administration 2003, 21(2):105-124.
58. Totterdell P., Holman D. Emotion regulation in customer service roles: testing a model of emotional labor. Journal of Occupational Health Psychology 2003, 8(1):55-73.
59. Van Dijk P.A., Kirk A. Being somebody else: emotional labour and emotional dissonance in the context of the service experience at a heritage ourism site. Journal of Hospitality and Tourism Management 2007, 14(2):157-169.
60. Van Dijk P.A., Kirk A. Emotional labour and tourism based visitor interactions: job characteristics as determinants of emotion regulation. Tourism Analysis 2008, 13(3):233-243.
61. Van Dijk P.A., Kirk Brown A. Emotional labour and negative job outcomes: an evaluation of the mediating role of emotional dissonance. Journal of Management & Organization 2006, 12(2):101-115.
62. Weiler B., Smith L.D.G. Does more interpretation lead to greater outcomes? An assessment of the impacts of multiple layers of interpretation in a zoo context. Journal of Sustainable Tourism 2009, 17(1):91-105.
63. Wichroski M.A. The secretary: invisible labor in the workworld of women. Human Organization 1994, 53(1):33-41.
64. Wong J., Wang C. Emotional labor of the tour leaders: an exploratory study. Tourism Management 2009, 30(2):249-259.