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Going the extra (s)mile: Countermeasures to emotional labour dysregulation in Australian reef tourism

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journal contribution
posted on 2024-05-08, 00:36 authored by Anja PabelAnja Pabel, Anjum NaweedAnjum Naweed, Sally FergusonSally Ferguson, Amy ReynoldsAmy Reynolds
Emotional labour is important to the performance of interactive service work in the tourism industry. However, emotional labour dysregulation, defined as a difficulty in managing emotions in daily routines, may lead to negative outcomes. This study aimed to fill an important gap by gaining a better understanding of perceived countermeasures for effectively managing emotional labour dysregulation in tourism workers. Using snowball sampling to recruit participants, eight focus groups were conducted with 42 reef workers in Cairns (Australia), using a novel scenario-based technique for knowledge elicitation. Findings outline countermeasures to emotional labour dysregulation according to two themes: (1) individual-level strategies, and (2) broader system factors. Both themes deal with the demands of emotional labour. Knowledge about countermeasures to emotional labour dysregulation has the potential to support employees and in turn influence positive tourism experiences which can help the industry to achieve business success and positive customer reviews.

History

Volume

43

Start Page

1

End Page

12

Number of Pages

12

eISSN

2211-9744

ISSN

2211-9736

Publisher

Elsevier BV

Additional Rights

CC BY-NC-ND

Language

en

Peer Reviewed

  • Yes

Open Access

  • Yes

Acceptance Date

2022-07-21

Author Research Institute

  • Appleton Institute

Era Eligible

  • Yes

Journal

Tourism Management Perspectives

Article Number

100989