Impacts of Job Standardisation on Restaurant Frontline Employees: Mediating Effect of Emotional Labour

Managers of food service operations standardise various aspects of operations to sustain consistent service quality. Frontline employees in these operations are expected to carry out tasks as per standards. Standards demand that frontline employees regulate their behaviours and emotions to complete their duties. Therefore, referring to the organisational role theory and the emotion regulation theory as the directing basis, this study examined...