Antecedents of emotional labour for holiday representatives: A framework for tourism workers

Despite advances in the tourism literature on emotional labour (EL), there is still a need to provide a detailed understanding of the antecedents because of their impact on tourism employees’ workplace performance. This research presents a comprehensive framework of these antecedents by adopting a multi-method qualitative research design. Data was collected from 21 holiday representatives employed overseas by UK based tour operators. These...