The Development of Emotional Labor Skill in Food and Beverage Practical Training
-
Nyanjom, Julie [1] ; Wilkins, Hugh [1]
-
[1] Edith Cowan University
Edith Cowan University
Australia
-
- Localización: Journal of hospitality and tourism education, ISSN 1096-3758, Vol. 28, Nº. 4, 2016, págs. 178-188
- Idioma: inglés
- Texto completo no disponible (Saber más ...)
-
Resumen
It has been established that emotional labor competencies are an asset to competitiveness in the hospitality industry. Although graduates of hospitality training enter the industry with well-developed hard technical skills, their soft skills are often underdeveloped. Soft skills make up a significant portion of emotional labor competencies, a concept inherent in service industries. Consequently, it is beneficial for graduates of food and beverage practical service to possess emotional labor competencies. This study explored how the emotional labor concept presents within a training restaurant environment. A qualitative approach using observation and in-depth semistructured interviews was used. The findings provide interesting insights into how students experience emotional labor while in practical training. It is significant that these findings indicate that the students begin to develop emotional labor competencies in the training restaurant. The study offers practical and relevant implications useful to both training providers and industry professionals. Avenues for future research are also presented.
