The burden of esthetic labor on front-line employees in hospitality industry |
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| Institution: | 1. School of Hotel and Tourism Management, The Hong Kong Polytechnic University, Room 707, 17 Science Museum Road, Tsim Sha Tsui East, Kowloon, Hong Kong;2. White Lodging-J.W. Marriott, Jr. School of Hospitality and Tourism Management, Purdue University, Marriott Hall, 900 W. State Street, West Lafayette, IN 47907–2115, USA;1. SHU-UTS SILC Business School, Shanghai University, China;2. School of Management, Shandong University, China;3. School of Communication, The Hang Seng University of Hong Kong, Hong Kong;4. Department of Marketing, The Hang Seng University of Hong Kong, Hong Kong, China;5. School of Economics and Business Administration, Central China Normal University, China;1. School of Hospitality Business Management, Carson College of Business, Washington State University, Vancouver, WA 98686, USA;2. Department of Recreation, Sport and Tourism, University of Illinois at Urbana-Champaign, Huff Hall, IL 61820, USA;3. Tourism and Social Administration College, Nanjing Xiaozhuang University, Nanjing 211171, China;4. School of Hospitality Business Management, Carson College of Business, Washington State University, Pullman, WA 99164-4742, USA;1. Department of Hospitality and Service Management, Business School, Sun Yat-Sen University, Guangzhou, 510275, China;2. The School of Hospitality and Tourism Management, Purdue University, 900 W. State Street, West Lafayette, IN 47907-2115, USA;3. School of Hotel & Tourism Management, The Hong Kong Polytechnic University, Hong Kong |
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| Abstract: | Hospitality industry has recently used esthetic labor on front-line employees to provide customers with the experience of quality service. The front-line employees must strive to meet various esthetic requirements and improve their personal esthetic skills, which might create stress for employees and make them feel burdened. Previous studies have not elucidated the burden of esthetic labor and its influence from the employee's perspective. Hence, the purpose of this study is to uncover the sources of burden of esthetic labor on front-line employees in the hospitality industry. Through in-depth interview and content analysis, this study extracted the burden of esthetic labor into three dimensions: organizational esthetic requirements and training, customer service pressures, and burdens in time off work. Managerial implications and future research directions are also discussed. |
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| Keywords: | Esthetic labor Burden Content analysis Qualitative research |
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