Emotional Labour Needs and Consequences in the Tourism and Hospitality Industry of India: a Study of Hotel and Travel Company Employees of Kolkata, West Bengal

Vandita Hajra

Volume : IV, Issue : III, March - 2015

Emotional Labour Needs and Consequences in the Tourism and Hospitality Industry of India: a Study of Hotel and Travel Company Employees of Kolkata, West Bengal

Vandita Hajra

Abstract :

The paper attempts to examine the role of displayed emotions and feelings of the employees in the tourism and hospitality sector on their self reported stress levels, willingness to continue in the industry, use of scripts in training, and the competencies required for working in this industry. The findings shed light upon the emotional competencies required for a career in the tourism and hospitality industry which can serve to suggest the criterion for selection in this sector or for tourism and hospitality training institutes to check for the required qualities in the prospective candidates as criteria at the time of admission as must –have skills or to include training for inculcation of these competencies as part of the curriculum to reduce the misfits in the industry after choosing it as a career.