Show simple item record

dc.contributor.authorSharma, Anand
dc.contributor.authorBanerjee, Prantosh
dc.contributor.authorYadav, Rama Shankar
dc.contributor.authorDash, Sanket Sunand
dc.date.accessioned2021-01-20T08:53:45Z
dc.date.available2021-01-20T08:53:45Z
dc.date.issued2015-10
dc.identifier.urihttp://hdl.handle.net/11718/23453
dc.description.abstractEmotional 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.en_US
dc.language.isoenen_US
dc.publisherIndian Journal of Industrial Relationsen_US
dc.subjectEmotional laboren_US
dc.subjectCustomer serviceen_US
dc.subjectIndian restauranten_US
dc.subjectEmployeeen_US
dc.titleEmotional labor in interactive service roles in Indian restaurantsen_US
dc.typeArticleen_US


Files in this item

Thumbnail

This item appears in the following Collection(s)

Show simple item record