DETERMINANTS OF EMOTIONAL LABOUR AMONG EMPLOYEES IN THE HOSPITALITY INDUSTRY IN ACCRA, GHANA

Abstract

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