Investigating the Role of Emotional Labor in Service Industry Management: A Qualitative Approach

Authors

  • Ngadi Permana STIE Kasih Bangsa
  • Muhammad Rizal STIE Kasih Bangsa
  • Farah Qalbia STIE Kasih Bangsa

DOI:

https://doi.org/10.70142/ijbmel.v1i2.198

Keywords:

Emotional Labor, Service Industry Management, Qualitative Research

Abstract

This qualitative study aims to explore the significance of emotional labor in service industry management. Utilizing a phenomenological research model, the investigation delves into the subjective experiences of service industry employees regarding emotional labor. A purposive sampling technique is employed to select participants from diverse service sectors. Data is collected through in-depth interviews and supplemented by observational notes. Thematic analysis is utilized to examine the narratives, identifying patterns and themes related to emotional labor's impact on employee well-being, customer satisfaction, and organizational dynamics. Results reveal the multifaceted nature of emotional labor, highlighting its pivotal role in shaping employee interactions, job satisfaction, and organizational culture within the service industry. Implications for management practices and future research directions are discussed.

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Published

2024-05-07

How to Cite

Ngadi Permana, Muhammad Rizal, & Farah Qalbia. (2024). Investigating the Role of Emotional Labor in Service Industry Management: A Qualitative Approach. International Journal of Business, Marketing, Economics &Amp; Leadership (IJBMEL), 1(2), 33–42. https://doi.org/10.70142/ijbmel.v1i2.198