Emotional Labor Strategies in the Context of Human Resource Management: The Case of a Chinese Restaurant in the UK

Yixing Li

doi:10.62051/ijsspa.v6n2.06

Authors

Yixing Li

DOI:

https://doi.org/10.62051/ijsspa.v6n2.06

Keywords:

Human Resource Management, Emotional Labor, Emotional Labor Strategy, Grounded Theory

Abstract

In the modern service industry, the emotional interaction between service employees and customers is a core factor affecting the perceived service quality of customers. Based on human resource management practices in a Chinese restaurant in the UK, the study conducted an exploratory case study on the impact of service employees' emotional interactions with customers on employees' service decision choices. The study found that different emotional states of service employees and customers have an impact on employees' emotional labor strategies. Moreover, the study further summarizes the HRM practice factors that influence employee service decisions and provides an in-depth analysis of the role of HRM commitment in influencing employee emotional labor decisions. The paper concludes with suggestions on how the restaurant can improve the service quality of its employees from the perspective of human resource management.

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