A study of emotional labour of fast food employees

Citation

Ghazali, Hazrina and Abdul Halim, Nurhasmilaalisa and Yap, Sing Yee (2012) A study of emotional labour of fast food employees. In: EuroCHRIE 2012, 25-27 Oct. 2012, Lausanne, Switzerland. .

Abstract

This study aims to investigate the level of agreement on emotional labour strategies that include standard scripts, dress code and acting. A survey questionnaire used to underpin this study and 170 respondents participated in this study. Data were analysed by using SPSS and findings found that the use of standard scripts, dress code and acting had from moderate to high level of agreement on employees’ emotion. Results also found that standard scripts helped employees to better understand about customers and improve their social skills. Fast food employees agreed that dress code enable them to be more sociable and lead more strengths than weakness. Results also revealed that acting assisted fast food employees to satisfy the customer requirements.

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Additional Metadata

Item Type:	Conference or Workshop Item (Paper)
Divisions:	Faculty of Food Science and Technology
Notes:	Full text are available at Special Collection Division Office.
Keywords:	Emotional labour; Standard scripts; Dress codes; Acting; Fast food industry; Kuala Lumpur
Depositing User:	Erni Suraya Abdul Aziz
Date Deposited:	13 Jun 2014 08:29
Last Modified:	23 Nov 2016 09:42
URI:	http://psasir.upm.edu.my/id/eprint/31475
Statistic Details:	View Download Statistic

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