Emotional labour: a case study of secret recipe’s employees at Kota Bharu, Kelantan / Nurbaitie Natasha Mohd Ghani and Nurzatil Aqmar Mohd Wajiah

• Main Authors: Mohd Ghani, Nurbaitie Natasha, Mohd Wajiah, Nurzatil Aqmar
• Format: Student Project
• Language: English
• Published: Faculty of Hotel and Tourism, Universiti Teknologi MARA 2017
• Subjects: Job stress. Stress management; Personnel management. Employment management
• Online Access: http://ir.uitm.edu.my/id/eprint/26536/1/PPb_NURBAITIE%20NATASHA%20MOHD%20GHANI%20HM%20T%2017_5.pdf; http://ir.uitm.edu.my/id/eprint/26536/

In hospitality service industries, emotional labor is the exertion needed to give organizationally desired emotion during communication, it will give both positive and negative effect to organization and customer satisfaction. Employees who have failed to manage their emotion will give a negative ef...