Abstract
In the hospitality industry, where staff are expected to always deliver "service with a smile," organizational injustice can affect staff wellbeing and create emotional dissonance, preventing them from delivering high quality service. Dr. Valeriya Shapoval from Rosen College of Hospitality Management has documented the relationship between organizational injustice and emotional labor. Her work proposes solutions that hotel managers can implement to support their staff in achieving brand success.
Original Article
Shapoval, V. (2019). Organizational injustice and emotional labor of hotel front-line employees. International Journal of Hospitality and Management, 78, 112-121. https://doi.org/10.1016/j.ijhm.2018.10.022.
Recommended Citation
Shapoval, Valeriya
(2019)
"Service With a Smile: How Organizational Injustice Impacts Emotional Labor,"
Rosen Research Review: Vol. 1:
Iss.
2, Article 10.
Available at:
https://stars.library.ucf.edu/rosen-research-review/vol1/iss2/10
