Emotional labor in tourism and hospitality industry in Vietnam

Abstract

Emotional Labor (EL) is a significant issue because it is usually viewed as a common and demanding aspect of every occupation. The aim of this paper is to analyze EL of tourism and hospitality laborers in the relationship with its Antecedents (situational and dispositional factors) and outcomes in the context of tourism’s swift recovery. The study was conducted with both quantitative and qualitative methods through questionnaires and interviews. The data was collected by surveying full-time employees working in this industry and analyzed using structural equation modeling (PLS-SEM). The results indicated that personal traits significantly related to emotional labor, which notably affects burnout, Job satisfaction and turnover intention of employees.