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Emotional labour: a case of fast food employees in Klang Valley, Malaysia


Citation

Ghazali, Hazrina and Yap and Ahmad (2014) Emotional labour: a case of fast food employees in Klang Valley, Malaysia. Journal of Tourism Hospitality & Culinary Arts. pp. 16-31. ISSN 1985-8914; ESSN: 2590-3837

Abstract

This study aims to investigate the level of agreement on emotional labour strategies that include standard scripts, dress code and acting and the roles of socio-demographic towards emotion supervision of fast food employees. A survey questionnaire was used to underpin this study with participation of 170 respondents among fast food employees in Klang Valley area. Data were analysed by using SPSS version 19 and the results found that the use of standard scripts, dress code and acting had from moderate to high level of agreement on employees’ emotion. This study was hoped to give information and deeper insights about emotional labour. Managers can take an initiative to guide employees in order to provide good services and smooth interaction between employees and customers where it benefited both parties.


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Additional Metadata

Item Type: Article
Divisions: Faculty of Food Science and Technology
Publisher: Universiti Teknologi MARA
Keywords: Emotional labour; Standard scripts; Dress codes; Acting; Fast food industry; Kuala Lumpur
Depositing User: Ms. Nuraida Ibrahim
Date Deposited: 28 Feb 2021 17:52
Last Modified: 28 Feb 2021 17:52
URI: http://psasir.upm.edu.my/id/eprint/37432
Statistic Details: View Download Statistic

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