Faking it: a conceptual discussion on emotional labor, emotional dissonance and emotional intelligence

• Main Authors: Raja Mustapha, Raja Iskandar Putera, Ibrahim, Mohd Zool Fadli, Mohamad Saber, Joesri, Salim, Azlan, Rohiat, Mohd Akmal
• Format: Article
• Published: Human Resource Management Academic Research Society 2018
• Subjects: HQ The family. Marriage. Woman; HQ503-1064 The family. Marriage. Home
• Online Access: http://eprints.uthm.edu.my/4067/; http://dx.doi.org/10.6007/IJARBSS/v8-i17/5142
• Institution: Universiti Tun Hussein Onn Malaysia

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...