Emotional labour: a case study of secret recipe’s employees at Kota Bharu, Kelantan / Nurbaitie Natasha Mohd Ghani & Nurzatil Aqmar Mohd Wajiah

In hospitality service industries, emotional labour is the exertion needed to give organisationally desired emotion during communication. It will give both positive and negative effect to organization and customer satisfaction. Employees who have failed to manage their emotion will give a negative e...

Full description

Bibliographic Details
Main Authors:	Mohd Wajiah, Nurzatil Aqmar, Mohd Ghani, Nurbaitie Natasha
Format:	Student Project
Language:	English
Published:	Faculty of Hotel and Tourism 2017
Subjects:	Hospitality industry. Hotels, clubs, restaurants, etc. Food service Malaysia Food service
Online Access:	http://ir.uitm.edu.my/id/eprint/25204/ http://ir.uitm.edu.my/id/eprint/25204/1/PPb_NURBAITIE%20NATASHA%20MOHD%20GHANI_NURZATIL%20AQMAR%20MOHD%20WAJIAH%20T%20HM%2017_5.pdf

id	uitm-25204
recordtype	eprints
spelling	uitm-252042019-08-28T07:05:34Z http://ir.uitm.edu.my/id/eprint/25204/ Emotional labour: a case study of secret recipe’s employees at Kota Bharu, Kelantan / Nurbaitie Natasha Mohd Ghani & Nurzatil Aqmar Mohd Wajiah Mohd Wajiah, Nurzatil Aqmar Mohd Ghani, Nurbaitie Natasha Hospitality industry. Hotels, clubs, restaurants, etc. Food service Malaysia Food service In hospitality service industries, emotional labour is the exertion needed to give organisationally desired emotion during communication. It will give both positive and negative effect to organization and customer satisfaction. Employees who have failed to manage their emotion will give a negative effect to their company. It could lead to serious problems such as lack of employee morale and loss of their customers as employees play an important part in expanding business. All customers expect good service prepared for them. So, employees must have intention to fulfill their needs. Therefore, the objective of this study is to examine the level of acceptance of the emotional labour of Secret Recipe’s employees. In this research, there are three strategies that are studied further which are standard script, dress code and acting. Participation of questionnaire for this research is 60 respondents among six outlets of Secret Recipe’s employees in Kota Bharu, Kelantan. Data was gathered and analyzed by using SPSS version 19. Among the analysis used by the researcher are frequency analysis, descriptive analysis and reliability analysis. From the result, most of the staff agreed that all three strategies helped them in social skills and ability to communicate with customers and can guide employees to satisfy the customers. Besides that, they believe it can increase confidence level and social skills with their customers. Faculty of Hotel and Tourism 2017 Student Project NonPeerReviewed text en http://ir.uitm.edu.my/id/eprint/25204/1/PPb_NURBAITIE%20NATASHA%20MOHD%20GHANI_NURZATIL%20AQMAR%20MOHD%20WAJIAH%20T%20HM%2017_5.pdf Mohd Wajiah, Nurzatil Aqmar and Mohd Ghani, Nurbaitie Natasha (2017) Emotional labour: a case study of secret recipe’s employees at Kota Bharu, Kelantan / Nurbaitie Natasha Mohd Ghani & Nurzatil Aqmar Mohd Wajiah. [Student Project] (Unpublished)
repository_type	Digital Repository
institution_category	Local University
institution	Universiti Teknologi MARA
building	UiTM Institutional Repository
collection	Online Access
language	English
topic	Hospitality industry. Hotels, clubs, restaurants, etc. Food service Malaysia Food service
spellingShingle	Hospitality industry. Hotels, clubs, restaurants, etc. Food service Malaysia Food service Mohd Wajiah, Nurzatil Aqmar Mohd Ghani, Nurbaitie Natasha Emotional labour: a case study of secret recipe’s employees at Kota Bharu, Kelantan / Nurbaitie Natasha Mohd Ghani & Nurzatil Aqmar Mohd Wajiah
description	In hospitality service industries, emotional labour is the exertion needed to give organisationally desired emotion during communication. It will give both positive and negative effect to organization and customer satisfaction. Employees who have failed to manage their emotion will give a negative effect to their company. It could lead to serious problems such as lack of employee morale and loss of their customers as employees play an important part in expanding business. All customers expect good service prepared for them. So, employees must have intention to fulfill their needs. Therefore, the objective of this study is to examine the level of acceptance of the emotional labour of Secret Recipe’s employees. In this research, there are three strategies that are studied further which are standard script, dress code and acting. Participation of questionnaire for this research is 60 respondents among six outlets of Secret Recipe’s employees in Kota Bharu, Kelantan. Data was gathered and analyzed by using SPSS version 19. Among the analysis used by the researcher are frequency analysis, descriptive analysis and reliability analysis. From the result, most of the staff agreed that all three strategies helped them in social skills and ability to communicate with customers and can guide employees to satisfy the customers. Besides that, they believe it can increase confidence level and social skills with their customers.
format	Student Project
author	Mohd Wajiah, Nurzatil Aqmar Mohd Ghani, Nurbaitie Natasha
author_facet	Mohd Wajiah, Nurzatil Aqmar Mohd Ghani, Nurbaitie Natasha
author_sort	Mohd Wajiah, Nurzatil Aqmar
title	Emotional labour: a case study of secret recipe’s employees at Kota Bharu, Kelantan / Nurbaitie Natasha Mohd Ghani & Nurzatil Aqmar Mohd Wajiah
title_short	Emotional labour: a case study of secret recipe’s employees at Kota Bharu, Kelantan / Nurbaitie Natasha Mohd Ghani & Nurzatil Aqmar Mohd Wajiah
title_full	Emotional labour: a case study of secret recipe’s employees at Kota Bharu, Kelantan / Nurbaitie Natasha Mohd Ghani & Nurzatil Aqmar Mohd Wajiah
title_fullStr	Emotional labour: a case study of secret recipe’s employees at Kota Bharu, Kelantan / Nurbaitie Natasha Mohd Ghani & Nurzatil Aqmar Mohd Wajiah
title_full_unstemmed	Emotional labour: a case study of secret recipe’s employees at Kota Bharu, Kelantan / Nurbaitie Natasha Mohd Ghani & Nurzatil Aqmar Mohd Wajiah
title_sort	emotional labour: a case study of secret recipe’s employees at kota bharu, kelantan / nurbaitie natasha mohd ghani & nurzatil aqmar mohd wajiah
publisher	Faculty of Hotel and Tourism
publishDate	2017
url	http://ir.uitm.edu.my/id/eprint/25204/ http://ir.uitm.edu.my/id/eprint/25204/1/PPb_NURBAITIE%20NATASHA%20MOHD%20GHANI_NURZATIL%20AQMAR%20MOHD%20WAJIAH%20T%20HM%2017_5.pdf
first_indexed	2023-09-18T23:14:17Z
last_indexed	2023-09-18T23:14:17Z
_version_	1777419007779930112

Emotional labour: a case study of secret recipe’s employees at Kota Bharu, Kelantan / Nurbaitie Natasha Mohd Ghani & Nurzatil Aqmar Mohd Wajiah

Similar Items