Going the extra (s)mile: Countermeasures to emotional labour dysregulation in Australian reef tourism. (July 2022)

• Record Type: Journal Article
• Authors: Pabel, Anja; Naweed, Anjum; Ferguson, Sally A.; Reynolds, Amy C.
• Is Part Of: Tourism management perspectives. Volume 43(2022)
• Publication Date: 2022-07
• Subjects: Emotional labour dysregulation -- Tourism worker -- Employee strategies -- Job-related strategies -- Countermeasures -- Great barrier reef; Tourism -- Periodicals; 338.4791
• DOI: 10.1016/j.tmp.2022.100989
• Languages: English
• ISSNs: 2211-9736

Abstract

Abstract: Emotional labour is important to the performance of interactive service work in the tourism industry. However, emotional labour dysregulation, defined as a difficulty in managing emotions in daily routines, may lead to negative outcomes. This study aimed to fill an important gap by gaining a better understanding of perceived countermeasures for effectively managing emotional labour dysregulation in tourism workers. Using snowball sampling to recruit participants, eight focus groups were conducted with 42 reef workers in Cairns (Australia), using a novel scenario-based technique for knowledge elicitation. Findings outline countermeasures to emotional labour dysregulation according to two themes: (1) individual-level strategies, and (2) broader system factors. Both themes deal with the demands of emotional labour. Knowledge about countermeasures to emotional labour dysregulation has the potential to support employees and in turn influence positive tourism experiences which can help the industry to achieve business success and positive customer reviews. Highlights: Applies Scenario Invention Task Technique to simulate customer service scenarios. Identifies potential strategies to manage emotional labour dysregulation. Strategies for countering emotional labour dysregulation occur largely by the individual. More systemic change is needed to effectively address emotional labour dysregulation.