Emotional labor in interactive service roles in Indian restaurants

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.