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

Ngadi Permana ; Muhammad Rizal ; Farah Qalbia
International Journal of Business, Marketing, Econ... 📅 2024 Vol 1, No 2 🔗 DOI: 10.70142/ijbmel.v1i2.198
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.
Keywords
Emotional Labor; Service Industry Management; Qualitative Research
How to Cite

Ngadi Permana, et al. (2024). Investigating the Role of Emotional Labor in Service Industry Management: A Qualitative Approach. International Journal of Business, Marketing, Economics & Leadership (IJBMEL), 1(2). https://doi.org/10.70142/ijbmel.v1i2.198

Ngadi Permana; Muhammad Rizal; Farah Qalbia, "Investigating the Role of Emotional Labor in Service Industry Management: A Qualitative Approach," International Journal of Business, Marketing, Economics & Leadership (IJBMEL), vol. 1, no. 2, 2024.

Ngadi Permana; Muhammad Rizal; Farah Qalbia. "Investigating the Role of Emotional Labor in Service Industry Management: A Qualitative Approach." International Journal of Business, Marketing, Economics & Leadership (IJBMEL), vol. 1, no. 2, 2024.

Ngadi Permana; Muhammad Rizal; Farah Qalbia. "Investigating the Role of Emotional Labor in Service Industry Management: A Qualitative Approach." International Journal of Business, Marketing, Economics & Leadership (IJBMEL) 1, no. 2 (2024).

Ngadi Permana, et al. (2024) 'Investigating the Role of Emotional Labor in Service Industry Management: A Qualitative Approach', International Journal of Business, Marketing, Economics & Leadership (IJBMEL), 1(2). doi: 10.70142/ijbmel.v1i2.198.

Ngadi Permana; Muhammad Rizal; Farah Qalbia. Investigating the Role of Emotional Labor in Service Industry Management: A Qualitative Approach. International Journal of Business, Marketing, Economics & Leadership (IJBMEL). 2024;1(2).

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