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Are you for real? An evaluation of the relationship between emotional labour and visitor outcomes

Author

Listed:
  • Van Dijk, Pieter A.
  • Smith, Liam D.G.
  • Cooper, Brian K.

Abstract

Emotional labour is the management of emotional display to satisfy organisational expectations and can be performed by faking emotions (surface acting) or by managing felt emotion to be ‘authentic’ (deep acting). Despite an assumed positive relationship between deep acting and a range of organisationally-desired visitor outcomes, no previous research has examined the relationship between the types of acting and those outcomes. The present study assessed this relationship in contrast to the effectiveness of surface acting. Drawing upon a sample of 688 visitors and 66 guided tours, the results of hierarchical linear modelling found no statistically significant relationship between guide-reported acting and visitor perceptions of acting. Visitor perceptions of deep and surface acting were related to visitor outcomes in the expected direction. Implications of the findings suggest tourism organisations should focus on managing perceptions of emotional authenticity to enhance visitor outcomes.

Suggested Citation

  • Van Dijk, Pieter A. & Smith, Liam D.G. & Cooper, Brian K., 2011. "Are you for real? An evaluation of the relationship between emotional labour and visitor outcomes," Tourism Management, Elsevier, vol. 32(1), pages 39-45.
    • Handle: RePEc:eee:touman:v:32:y:2011:i:1:p:39-45
    DOI: 10.1016/j.tourman.2009.11.001
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    References listed on IDEAS

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    1. Gountas, Sandra & Ewing, Michael T. & Gountas, John I., 2007. "Testing airline passengers' responses to flight attendants' expressive displays: The effects of positive affect," Journal of Business Research, Elsevier, vol. 60(1), pages 81-83, January.
    2. Dijk, Pieter A Van & Brown, Andrea Kirk, 2006. "Emotional labour and negative job outcomes: An evaluation of the mediating role of emotional dissonance," Journal of Management & Organization, Cambridge University Press, vol. 12(2), pages 101-115, September.
    3. Grandey, Alicia A. & Fisk, Glenda M. & Mattila, Anna S. & Jansen, Karen J. & Sideman, Lori A., 2005. "Is "service with a smile" enough? Authenticity of positive displays during service encounters," Organizational Behavior and Human Decision Processes, Elsevier, vol. 96(1), pages 38-55, January.
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    Cited by:

    1. Wijeratne, Aaron J.C. & Van Dijk, Pieter A. & Kirk-Brown, Andrea & Frost, Lionel, 2014. "Rules of engagement: The role of emotional display rules in delivering conservation interpretation in a zoo-based tourism context," Tourism Management, Elsevier, vol. 42(C), pages 149-156.
    2. Houge Mackenzie, Susan & Kerr, John H., 2013. "Stress and emotions at work: An adventure tourism guide's experiences," Tourism Management, Elsevier, vol. 36(C), pages 3-14.
    3. Xunyi Wang & Meiling Jiang & Wencui Han & Liangfei Qiu, 2022. "Do Emotions Sell? The Impact of Emotional Expressions on Sales in the Space‐Sharing Economy," Production and Operations Management, Production and Operations Management Society, vol. 31(1), pages 65-82, January.
    4. Ibrahim Alnawas & Shadi Altarifi, 2016. "Customer emotional regulation and relationship quality: Evidence from the banking industry," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 21(4), pages 254-266, December.
    5. Lechner, Andreas T. & Paul, Michael, 2019. "Is this smile for real? The role of affect and thinking style in customer perceptions of frontline employee emotion authenticity," Journal of Business Research, Elsevier, vol. 94(C), pages 195-208.
    6. Olk, Stephan & Lindenmeier, Jörg & Tscheulin, Dieter K. & Zogaj, Adnan, 2021. "Emotional labor in a non-isolated service encounter - The impact of customer observation on perceived authenticity and perceived fairness," Journal of Retailing and Consumer Services, Elsevier, vol. 58(C).
    7. Houge Mackenzie, Susan & Raymond, Eliza, 2020. "A conceptual model of adventure tour guide well-being," Annals of Tourism Research, Elsevier, vol. 84(C).
    8. Leask, Anna, 2016. "Visitor attraction management: A critical review of research 2009–2014," Tourism Management, Elsevier, vol. 57(C), pages 334-361.
    9. Mak, Athena H.N. & Wong, Kevin K.F. & Chang, Richard C.Y., 2011. "Critical issues affecting the service quality and professionalism of the tour guides in Hong Kong and Macau," Tourism Management, Elsevier, vol. 32(6), pages 1442-1452.
    10. Winchenbach, Anke & Hanna, Paul & Miller, Graham, 2022. "Constructing identity in marine tourism diversification," Annals of Tourism Research, Elsevier, vol. 95(C).
    11. Buckley, Ralf, 2012. "Rush as a key motivation in skilled adventure tourism: Resolving the risk recreation paradox," Tourism Management, Elsevier, vol. 33(4), pages 961-970.
    12. Smith, Liam D.G. & Curtis, Jim & Mair, Judith & van Dijk, Pieter A., 2012. "Requests for zoo visitors to undertake pro-wildlife behaviour: How many is too many?," Tourism Management, Elsevier, vol. 33(6), pages 1502-1510.

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