Determinants of emotional labor among employees in the hospitality industry in Accra, Ghana

Abstract

The purpose of this study was to investigate the determinants of emotional labor among frontline employees in Ghanaian hotels. Specifically, the study identified the determinants of emotional labor which were hypothesized to have significant effects on emotional labor. A total of 205 frontline employees participated in the paper-pencil survey. The questionnaires contained items measuring individual, situational and organizational factors of emotional labor. The results indicated that among the determinants, gender, age and variety of emotional displays had significant effects on emotional labor. These results suggest that gender, age and variety of emotional displays play a critical role in employees’ performance of emotional labor in hotels