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The purpose of this paper is to provide an exhaustive review of emotional labor research from the hospitality and tourism literature by outlining the theories, the antecedents and the outcomes of emotional labor, as well as the underlying mechanisms (i.e. mediators and moderators) of emotional labor.

This study provides a qualitative and critical review of emotional labor research from the hospitality and tourism literature, providing insights into the trends and gaps in the literature.

The conservation of resources theory and affective event theory are the two most common theories in the reviewed literature. Emotional intelligence and personality are the most commonly investigated antecedents while burnout and job satisfaction are the most investigated outcomes of emotional labor. Stress and burnout are the most examined mediators of emotional labor and subsequent outcomes, such as commitment, turnover intentions and well-being. Moderators include leader-member exchange, job position, gender and climate of authenticity.

Four major gaps for research and practice are identified as follows: the lack of an overarching theoretical framework; inconsistency in how emotional labor is defined and measured; the vast majority of emotional labor studies are cross-sectional studies; and no research examines potential interventions to help service employees engage in effective emotional labor strategies.

This review offers a model providing a comprehensive framework that outlines the various antecedents, outcomes, mediators and moderators of emotional labor and corresponding theories for future research.

This study aims to provide important insights in advancing the hospitality workforce by exploring the dimensions of calling. By identifying significant calling dimensions among hospitality employees, the study is guided by work as calling theory by also examining the mediating role of employees’ professional identity on intention to leave the industry.

This study used an exploratory mixed-methods approach. Study 1 included an online qualitative survey to explore the significant dimensions of calling among hospitality employees. Study 2 measured the significance of hospitality calling dimensions on intention to leave the industry, mediated by professional identity.

Study 1 identified transcendent summons, passion and purposeful life as significant dimensions of hospitality calling. Study 2 examined calling as a second-order construct with the aforementioned dimensions and proposed calling increases professional identity and decreases intention to leave the industry. However, professional identity did not significantly influence the intention to leave the industry.

This study brings value to the calling literature by exploring the calling dimensions unique to the hospitality workforce. Findings also highlight that subjective professional identity alone cannot lower employees’ intention to leave the industry. Organizational and industry support focusing on transcendent summons, passion and purposeful life are recommended.

This study aims to investigate socioeconomic diversity in the hospitality industry by examining the relationship between social class background, family expectations and career outcomes of Generation Z employees. The relationship was further tested by investigating job titles and perceived prestige.

Two studies were developed to test the research questions – first, the social prestige of hospitality jobs compared to other industries with similar skill sets. Second, a between-subjects experimental design was used to examine the moderating effect of job title on the relationship between social class background, family expectations and career decisions.

The findings of the first study confirm the negative perceptions of the hospitality industry. Study 2 demonstrated a negative relationship between social class background and intentions to choose hospitality through family expectations among Generation Z. The negative effect was attenuated when a manager position was offered. However, college students majoring in hospitality reported positive intentions to accept a job in the hospitality industry for both frontline and managerial positions.

The findings emphasize the importance of extending organizational diversity beyond traditional demographics like race, gender and age by examining socioeconomic factors that influence career decisions among Generation Z employees. By considering social class background as a dimension of organizational diversity, the hospitality industry can cultivate a more inclusive culture and enhance recruitment and attraction efforts.

Examining the relationship between social class background and career decisions through the lens of social cognitive career theory provides insight into the social cognitive process of career development among Generation Z. The unique contribution of this study extends beyond observable dimensions of diversity to challenge the socioeconomic composition of the hospitality industry.

Through the lens of professional identity (PID), this paper aims to examine what matters to women when reflecting on their professions in hospitality. The purpose of this examination is to understand to what extent these PIDs are shared among women in hospitality and to include women’s voices into the workforce.

An exploratory sequential mixed-methods approach was used. The qualitative step included 24 in-depth interviews with female middle and senior managers in hotel management in the USA. The results of the interviews informed the design of a quantitative survey completed by 330 women hospitality professionals in managerial and non-managerial positions in the USA.

The qualitative analysis derived three super-ordinate and ten sub-themes. These themes were then quantitatively measured for validity and generalization. The mixing of qualitative and quantitative data indicated the relevance of work environment, social evaluation and perception of work and demonstrating professional competence as a woman in hospitality as significant drivers in establishing women’s hospitality PIDs.

This paper is the first to address women hospitality professionals through the lens of PID. By providing a different gender perspective on hospitality PID, this paper contributes to the expansion of diversity, equity and inclusion research and practices.

People develop general stereotypes and beliefs about how people look and behave, and discrepancies in perceptions of warmth and competence can lead to incongruence in expected behaviors during service interactions. These perceptions can contribute to negative outcomes for employees; therefore, this study aims to examine how perceptions of warmth affect both customer reactions to employees who are Asian and the work stress, strain and attitudes of employees who are Asian toward their jobs.

To investigate the phenomenon, the authors conducted three studies. The first study examined whether occupational-racial stereotypes influence customers’ evaluation of employees’ service recovery performance. The second study temporally examined whether employees who are Asian engage in more emotional labor strategies to counter these occupational-racial stereotypes and as a result experience more negative outcomes. And a third study investigated the cumulative effects of negative perceptions on employee outcomes.

The results suggest employees in the hospitality industry who are Asian are perceived as less warm during service failure interactions and, thus, must work harder to regulate their emotions. As a result, employees who are Asian reported experiencing more negative outcomes, supporting the notion that occupational-racial stereotypes contribute to racial disparity and act as challenges and barriers for employees in the service industry.

These findings emphasize the need to understand and address occupational-racial stereotypes for employees who are Asian to mitigate racial disparities in the service industry. Organizations can promote diverse work climates, provide emotional support and foster high-quality relationships to support employee well-being and satisfaction.

The results provide insight into how stereotypical warmth perceptions of employees who are Asian may affect the demands they face when engaging in service recovery, and how these increased demands may reduce the quality of their work experiences.

The purpose of this study is to systematically review and synthesize identity research in the hospitality management literature. A critical revision of identity research in hospitality organizations, built on major identity constructs in the general management literature, is conducted to create thematic frameworks. This framework yields theoretical and practical future hospitality research agendas.

The current study adopted a systematic literature review approach to analyze and synthesize identity research in hospitality organizations. A total of 55 articles published since 2000 are included in this review.

Stemming from general management conceptualizations, identity research in hospitality organizations are categorized into four overarching themes. This review also points to research gaps in epistemological conceptualizations, definitional frameworks and methodology.

The study reviews identity research in hospitality organizations, builds an integrative thematic framework of identity research in hospitality and proposes directions for future research.

The purpose of this paper is to examine how emotional labor strategies (deep and surface acting) impact engagement through stress via two different emotional displays (suppressing negative emotions and expressing positive emotions) in coworker-to-coworker relationships.

This study used psychological and temporal separation techniques to survey hotel managers (Study 1) and hospitality students with frontline service jobs (Study 2).

Across both samples, the results showed that surface acting was related to suppressing negative emotions, which was positively related to stress, deep acting was related to expressing positive emotions, which was negatively related to stress, and stress was negatively related to engagement, suggesting that emotional labor affects engagement through either deep acting or surface acting and their related emotional displays.

The results show that hospitality employees either genuinely express positive emotions as a strategy to deep act or suppress negative emotions as a strategy to surface act with coworkers. Both emotional displays were related to engagement, suggesting that employers should alter expectations for emotional displays among coworkers and train employees how to manage their emotions to have a positive impact on engagement.

The unique contribution of the current paper is showing how emotional labor is related to engagement in the context of coworker-to-coworker emotional labor, which is rarely found in customer-based emotional labor. The results also provide a better understanding of how surface and deep acting are used in a hospitality context, because the measures of surface and deep acting usually focus on broad emotions rather than discrete emotions.

This paper aims to review the latest management developments across the globe and pinpoint practical implications from cutting-edge research and case studies.

This briefing is prepared by an independent writer who adds their own impartial comments and places the articles in context.

This paper examines the growth in international sport marketing, considers factors such as globalisation which have fuelled the process, looks at practical implications and provides research avenues for future exploration.

The paper provides strategic insights and practical thinking that have influenced some of the world’s leading organisations.

The briefing saves busy executives and researchers hours of reading time by selecting only the very best, most pertinent information and presenting it in a condensed and easy-to-digest format.

This chapter looks at the methodology, benefits and accessibility of circle processes in the context of building resilience amongst women (and men) in high violence communities in South Africa. It examines the methodology and effectiveness of circles in two communities (Manenberg and Lavender Hill) where pilot projects are being undertaken.

Grounded on the cognition–affect–conation (C–A–C) framework, this study aims to explore how perceived information overload affects the information avoidance intention of social media users through fatigue, frustration and dissatisfaction.

A quantitative research design is adopted. The data collected from 254 respondents in China are analyzed via structural equation modeling (SEM).

Perceived information overload directly affects fatigue, frustration and dissatisfaction among social media users, thereby affecting their information avoidance intention. In addition, frustration significantly affects social media fatigue and dissatisfaction. Consequently, social media fatigue influences dissatisfaction among users.

The literature review indicates that social media overload and fatigue yield negative behavioral outcomes, including discontinuance. However, rather than completely abstaining or escaping, social media users adopt moderate strategies, including information avoidance, to cope with overload and fatigue owing to their high dependence on social media. Unfortunately, merely few studies are available on the information avoidance behavior of social media users. Focusing on this line of research, the current study develops a model to investigate the antecedents of information avoidance in social media.