2015 |
Volume 51 |
Issue Issue 2
Emotional Labor in Interactive Service Roles in Indian Restaurants
1.
Anand Sharma
– Doctoral Students In Indian Institute Of Management, Ahmedabad, Gujarat, India
2.
Prantosh Banerjee
– Doctoral Students In Indian Institute Of Management, Ahmedabad, Gujarat, India
3.
Rama Shankar Yadav & Sanket Sunand Dash
– Doctoral Students In Indian Institute Of Management, Ahmedabad, Gujarat, India
Received
01-Mar-2016
|
Accepted
-
|
Published
01-Mar-2016
|
Abstract
Emotional labour is more pronounced in interactive service roles where significant communication is necessarily exchanged as a part of the service delivery. Customer interaction, performed by stewards is an
intrinsic component of service delivery in restaurants. The nature of interactions between guests and staff is as critical a determinant in the customer service experience as the food itself. To explore the nature of such interactions, twelve frontline employees (stewards) were interviewed across two restaurants in Ahmedabad (India). Restaurants in India lack formalized training programs on emotional labor. The study propounds a structured and need based training for employees on emotional labor and managing stress to control high attrition and enhance
job satisfaction.
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