Preview

Critically Evaluate Whether the Requirement for Emotional Labour in Hospitality and Tourism Is Ethical.

Best Essays
Open Document
Open Document
3127 Words
Grammar
Grammar
Plagiarism
Plagiarism
Writing
Writing
Score
Score
Critically Evaluate Whether the Requirement for Emotional Labour in Hospitality and Tourism Is Ethical.
People Management in Hospitality and Tourism
MODULE NUMBER : U54028
Critically Evaluate Whether the requirement for Emotional Labour in Hospitality and Tourism is ethical.
Module Leader: Peter McGunnigle
Student Name: Mrignaini Chauhan
Student Number: 09078935
Submission Date: 08/12/11
Word Count: 2200 (excluding Appendices)

Critically evaluate that whether the requirement of Emotional Labour in hospitality and tourism work is ethical.

The endeavour of this essay is to critically evaluate whether the use of emotional labour within the hospitality and tourism industry is ethical or not. The discussion in this essay will be brought to light by firstly defining what ethics are and the various approaches surrounding it based on diverse perspectives. Subsequently, emotional labour would be identified along with arguments and clear examples from service operations which would be further exemplified to support the focal arguments. The essay will conclude with evaluation of key opinions disclosed in the essay to examine whether emotional labour in the hospitality and tourism work is moral.
Leopold, Harris and Watson(2005,p89) define ethics to be similar as ‘morals’. ‘The words ethics and morals have similar etymological roots – ethics has its origin in ancient Greek in the word ethikos meaning authority of custom and tradition, while ‘moral is derived from the Latin word mos, which also refers to power linked to tradition and custom. When it comes to business, Manna and Chakraborti(2010) justify that work ethics in today’s world does not just deal with ethical behaviour of an employee, but also ethical behaviour of an employer where, along with earning profits and expecting employees to work towards achieving company goals, the employer has the responsibility to include principles of care while dealing with the employee. Different cultures see ethics differently. Fisher and Lovell(2006) describe that different countries have dissimilar customary principles



Bibliography: * De Cremer, D. (2007) Advances in the psychology of justice and affect. USA: Information Age Publishing Inc. * D’Annunzio-Green, N., Maxwell, G., A * Freeman, R.,E. (2010) Strategic Management: A stakeholder Approach. Cambridge: Cambridge University Press * Ferrell, O., C., Fraedrich, J * Hochschild, A., R. (2003) The Managed Heart: Commercialization of Human Feeling. 20th ed. California: University of California Press. * Inc.Com(2011) Nepotism. [Online] Retrieved from: http://www.inc.com/encyclopedia/nepotism.html [Accessed on 04 December 2011] * Lea, J., Hayes, D., Armitage, A., Lomas, L. and Markless, S. (2003) Working in Post-Compulsory Education. Maidenhead: Open University Press. * Leopold, J., Harris, L., Watson, T * Manna, S. and Chakraborti, S(2010) Values and Ethics in Business and Profession. New Delhi: PHI Learning Private Limited * NewsFlavor(25.03.2011) Nepotism in Indian Democracy.[Online] * Zerbe, W., J., Ashkanasy, N., M. and Hartel, C., E. (2006) Research On Emotions in Organizations: Individual and Organizational Perspectives on Emotion Management and Display. Oxford: Elsevier Ltd. * Zerbe, W., J., Ashkanasy, N., M

You May Also Find These Documents Helpful

  • Powerful Essays

    References: Hoel, H., & Einarsen, S. (2003). Violence at work in hotels, catering and tourism. International…

    • 1692 Words
    • 7 Pages
    Powerful Essays
  • Satisfactory Essays

    Emotions and moods play a very significant effect on an employee in an organization. The article describes how moods and emotions rise or drop an employees performance in an organization, also a research has been conducted and employees emotions have been categorized and modelled explaining the factors influencing it.…

    • 1103 Words
    • 3 Pages
    Satisfactory Essays
  • Good Essays

    The second main point of the article emphasizes the emotional affects from stress and how it proliferates throughout an organization. Comparable to a cold virus an "emotional virus" is highly infections. Individuals unable to cope with the factors of stress become emotionally drained and the people around them soon become infected. One example of an "emotional virus" is when one employee consistently complains and the other employee listening begins to take on that individuals attribute. Once the "virus" is recognized individuals are able…

    • 763 Words
    • 3 Pages
    Good Essays
  • Better Essays

    Emotions are the overt reactions that express feelings about events. In an organization, emotions were traditionally seen as irrational which should be avoided to maximise overall performances. However, recent studies have shown that with the right trigger, interpretation and use, emotions can be a mechanism to improve job performances. In this essay, I am going to discuss the causes of emotions in the work place by using the affective events theory, the effects of it for the organization…

    • 1386 Words
    • 6 Pages
    Better Essays
  • Powerful Essays

    Emotional Labour Essay

    • 2312 Words
    • 10 Pages

    Bryman (2004, p.103) describes the developing trend of presuming work as a performance, where workplace is seen as stage for performance, while workers are the actors on the stage. He states that workers’ performance that is presented to the customers is vital as it is memorable to customers. Bryman (2004, p.103) emphasizes that emotional labour is capable of creating performative labour. In emotional labour, workers manage their inner feeling to display facial and bodily expression (Bryman, 2004, p.104). He suggests that the emotion shown can be positive or negative depends…

    • 2312 Words
    • 10 Pages
    Powerful Essays
  • Satisfactory Essays

    The staff will have higher level of job satisfaction when they are able to manage their emotions very well. They will feel easy to do their job and they will do their job in a happy mood. When they are satisfied with their job, it will improve their performance and will lead them to a productive worker. Moreover, it will reduce the employee turnover, resulting in more consistent and familiar services. This behaviour can also affect their relationships with the patients. Well management of emotions can discharge positive vibes to the patients.…

    • 711 Words
    • 3 Pages
    Satisfactory Essays
  • Good Essays

    References: De George, R. T. (2010). Business Ethics (7th ed.). Retrieved from The University of…

    • 683 Words
    • 3 Pages
    Good Essays
  • Good Essays

    Very often, employees are expected to conform to the expectations about emotional display even when they conflict with inner feeling. When this conflict results in individuals suppressing genuine emotion or expressing fake emotion, the work or effort involved in doing so is termed “EMOTIONAL LABOR”. Emotional labor is “the process of regulating both feelings and expressions for organizational goals”. Two main techniques of managing one’s emotion in the workplace—surface acting and deep acting - Surface acting relates to managing observable expressions, whereas deep acting corresponds to managing feelings.…

    • 791 Words
    • 4 Pages
    Good Essays
  • Good Essays

    Ne Me Me

    • 938 Words
    • 4 Pages

    Emotional labor is higher in jobs requiring a variety of emotions and more intense emotions, as well as in jobs where interaction with clients is frequent and has a longer duration. It also…

    • 938 Words
    • 4 Pages
    Good Essays
  • Good Essays

    “Do managers need emotional intelligence to manage successfully in the workplace? Why or why not? “…

    • 1195 Words
    • 5 Pages
    Good Essays
  • Good Essays

    Emotion in the workplace

    • 1061 Words
    • 3 Pages

    The authors opened their discussion with an introduction to Affective Events Theory (AET). In this model, the nature of the job and any requirements for emotional labor affect behavior and work attitudes, but most importantly, they result in work events. Emotional states are seen to lie at at the core of attitude formation and employee behavior in organizations, it is the mundane, everyday events exeperienced by people that influence the way we think in reference to our jobs. The sort of hassles that generate negative emotions include interactions with supervisors, peers, subordinates and customers. They can occur both within and outside the organizational setting. Now they have identified an issue regarding emotions in the workplace, it is what they call emotional labor, it refers to managing emotions in the service of one’s job. Customer perceptions of service and of employee attitudes are crucial, when employees are seen by customers to be rude, or they behave inappropriately towards customers, an organization can lose in many ways. Not only may a direct sale may be lost, but future revenue from both the offended customer as well as everyone she convinces to avoid patronage could also be lost.…

    • 1061 Words
    • 3 Pages
    Good Essays
  • Better Essays

    Brotheridge and Lee, 2008 research provides an insight on the impact the expressed emotions of managers have on their work units „emotional climate, their employees‟ emotions and the organization‟s emotional health and overall success. The authors agree that at the heart of all working relationships are emotions (Burkitt, 1997, 2002; De Rivera and Grinkis, 1995); thus, emotions are the substance of managerial work and argues that leaders need to be knowledgeable on both emotional and social control and expectations that arise from gender roles. They concluded emotions are essential for managerial work and managers are…

    • 1163 Words
    • 5 Pages
    Better Essays
  • Powerful Essays

    Emotions in the Workplace

    • 1721 Words
    • 7 Pages

    Dealing with emotions in the workplace has shown to be a sensible topic as social trends change continuously (Kotter, 1992): culture is being produced and reproduced at all times as individuals are influenced by culture but also influence the culture.…

    • 1721 Words
    • 7 Pages
    Powerful Essays
  • Good Essays

    Socially tourism has a great influence on the people whether the tourists or the domestic population. The hotel industry like one of the most significant parts in the tourism is one centre of attraction and interaction between people from different countries and religion in order to communicate and discover the rest of the world. Therefore the people from the both sides will be able to learn and develop their personal comprehension about the other’s culture and tradition. As a result of the increased knowledge, the tourists like the domestic people as well will be able to develop themselves in cultural level. Consequently their level of communication and friendship will improve in one extraordinary level. Here are possible some of the positive effects of tourism concerning the social role as main part in it:…

    • 1023 Words
    • 5 Pages
    Good Essays
  • Good Essays

    Tourism workers and entrepreneurs includes those people who works in the tourism directly or indirectly like tour guides, travel agents, hotel staffs, vendors and the like.…

    • 1057 Words
    • 5 Pages
    Good Essays

Related Topics