A new study calls on tour operators to mitigate the cost of its staff’s emotional labour and argues such changes would be easy and quick The emotional cost of a customer-facing job – or emotional labour – puts a heavy burden on tourism resort workers, according to a new study. Holiday ‘reps’ are expected to be fun, look good and remain professional 24/7, which leads to burnout and high staff turnover, even for the most extrovert. The new study, led by Dr Georgiana Busoi, at the University of Portsmouth, Dr Alisha Ali, and Dr Katherine Gardiner from Sheffield Hallam University, is published in Tourism Management. It calls on tour operators to mitigate the cost of its staff’s emotional labour and argues such changes would be easy and quick. The term emotional labour was coin...
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