Work at Leisure and Leisure at Work: A Study of the Emotional Labour of Tour Reps

By Y. Guerrier, A. Adib. 2003

177 citations recorded by the source corpus.

View Paper: https://www.semanticscholar.org/paper/b5c3ecbcc1d11d906767cbc5f434a2ee75971c0c

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Citations in the corpus

Compassion at the counter: Service providers and bereaved consumers (2006, background): “Thus, in situations where a staff member felt unable to cope, for example during a bereavement of her own, she could ask a colleague to take her place: If I felt that I couldn’t deal with it when I was going through my bereavement, I just walked away . . .”
How to win friendship and trust by influencing people’s feelings: An investigation of interpersonal affect regulation and the quality of relationships (2012, background): “…has traditionally focused on the regulation of one’s own affect and a strong body of literature has been established regarding the effects of emotion self-regulation, especially when used in the fulfillment of organizational rules (i.e. emotional labour; Guerrier and Adib, 2003; Vincent, 2011).”
Relational Job Design and the Motivation to Make a Prosocial Difference (2007, background): “…provide favorable information about beneficiaries when beneficiaries appear amiable, receptive to help, or appreciative (Cohen & Sutton, 1998; Guerrier & Adib, 2003; Lively, 2002; Locke, 1996); even a mere smile from beneficiaries may encourage employees to be cooperative and trusting…”
A Multidimensional Measurement of Work-Leisure Conflict (2012, background): “This result may be attributable to the characteristic of “work at leisure and leisure at work” for frontline employees (e.g., tour guides) in the tourism industry (Guerrier & Adib, 2003).”
Thinking job embeddedness not turnover: Towards a better understanding of frontline hotel worker retention (2014, unknown): “…the pervasiveness of occupational and panindustrial (Lee-Ross & Pryce, 2010) communities and cultures, and the blurring of leisure/work boundaries (Guerrier & Adib, 2003) within hospitality and tourism may confound respondents’ ability to differentiate organizational and community factors other…”
Shouldering a silent burden: The toll of dirty tasks (2012, background): “…of issues related to stigma and stigmatization at work (e.g. Ashforth and Kreiner, 1999; Paetzold et al., 2008) or on the qualitative experience of dirty work and strategies employed by those who conduct dirty work (e.g. Ashforth et al., 2007; Bolton, 2005; Dick, 2005; Guerrier and Adib, 2003).”
Stress and emotions at work: an adventure tourism guide's experiences. (2013, background): “Zapf (2002) argued that emotional labour is more important in the service industry than other sectors and recent studies have documented the emotional labour demands of front-line tourism workers (e.g., Constanti & Gibbs, 2005; Guerrier & Adib, 2003).”
The importance of attitude and appearance in the service encounter in retail and hospitality (2005, background): “This attitudinal restructuring focuses on managing employees’ feelings while they are at work, which often gives rise to the need for front-line employees to engage in emotional labour, involving the suppression or engendering of certain types of emotions ( Guerrier and Adib, 2003”
Recognizing the Emotional Element in Service Excellence (2008, background): “…workers and tour representatives that we cited earlier revealed that this approach does not necessarily work in restaurants, as employees can still feel inner conflict or failed self-authenticity, which leads to job stress and dissatisfaction (Seymour 2000, 171; Guerrier and Adib 2003, 1412).”