Emotional and social competence in the aestheticization of labor in the restaurant industry

Abstract

Purpose

The purpose of this paper is to provide guidance regarding the satisfaction of customer needs in the competitive restaurant industry. Restaurants have seen a transformation in employees’ labor, changing from primarily physical and mental to emotional and aesthetic dimensions. In this study, the effect of managers’ emotional and social competence (ESC) on the aesthetic labor of service and kitchen employees has been investigated.

Design/methodology/approach

Empirical data was collected from employees and managers of a restaurant chain. Structural equation modeling was the main analytical tool used to assess the results.

Findings

The findings indicated that managers’ ESC affected the aesthetic labor of their service (aesthetic traits (AT), aesthetic requirements and service encounters) and kitchen (AT, aesthetic creativity and aesthetic harmony ) employees. Achievement orientation and adaptability were among the dimensions of emotional competence that contributed the most to aesthetic labor. The most significant elements of social competence were inspiring leadership and conflict management.

Practical implications

The study suggests that managers can improve the aesthetic performance of their employees by using their ESC.

Originality/value

This is the first study of this kind to include kitchen employees while considering the effects of restaurant managers’ ESC on aesthetic labor. The findings indicate the importance of the ESC of managers in improving the aesthetic labor of employees.

Citation

Genc, V. and Akoglan Kozak, M. (2020), "Emotional and social competence in the aestheticization of labor in the restaurant industry", International Journal of Contemporary Hospitality Management, Vol. 32 No. 3, pp. 1201-1225. https://doi.org/10.1108/IJCHM-01-2019-0011