{"id":"https://openalex.org/W2913897898","doi":"https://doi.org/10.1080/19368623.2019.1571979","title":"Coping with emotional labor in high stress hospitality work environments","display_name":"Coping with emotional labor in high stress hospitality work environments","publication_year":2019,"publication_date":"2019-02-07","ids":{"openalex":"https://openalex.org/W2913897898","doi":"https://doi.org/10.1080/19368623.2019.1571979","mag":"2913897898"},"language":"en","primary_location":{"id":"doi:10.1080/19368623.2019.1571979","doi":"https://doi.org/10.1080/19368623.2019.1571979","is_oa":false,"landing_page_url":"https://doi.org/10.1080/19368623.2019.1571979","pdf_url":null,"source":{"id":"https://openalex.org/S118298121","display_name":"Journal of Hospitality Marketing & Management","issn_l":"1936-8623","issn":["1936-8623","1936-8631"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-a","anvur-class-a","anvur-scientific","cwts-core","erih-plus","fnege-4","jufo-1","norway-1","poland-100","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310320547","host_organization_name":"Taylor & Francis","host_organization_lineage":["https://openalex.org/P4310320547","https://openalex.org/P4310320449"],"host_organization_lineage_names":["Taylor & Francis","Informa"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Hospitality Marketing & Management","raw_type":"journal-article"},"volume":null,"type":"article","is_traditional":true,"indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5056888334","display_name":"Mark Weiyii Teoh","orcid":"https://orcid.org/0000-0002-0214-9007","observed_orcids":["https://orcid.org/0000-0002-0214-9007"]},"institutions":[{"id":"https://openalex.org/I11701301","display_name":"Griffith University","ror":"https://ror.org/02sc3r913","country_code":"AU","type":"education","lineage":["https://openalex.org/I11701301"]}],"countries":["AU"],"is_corresponding":true,"raw_author_name":"Mark Weiyii Teoh","raw_affiliation_strings":["Department of Tourism, Sport and Hotel Management, Griffith University, Gold Coast, Queensland, Australia"],"raw_orcid":"https://orcid.org/0000-0002-0214-9007","affiliations":[{"raw_affiliation_string":"Department of Tourism, Sport and Hotel Management, Griffith University, Gold Coast, Queensland, Australia","institution_ids":["https://openalex.org/I11701301"]}]},{"author_position":"middle","author":{"id":null,"display_name":"Ying Wang","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I11701301","display_name":"Griffith University","ror":"https://ror.org/02sc3r913","country_code":"AU","type":"education","lineage":["https://openalex.org/I11701301"]}],"countries":["AU"],"is_corresponding":false,"raw_author_name":"Ying Wang","raw_affiliation_strings":["Department of Tourism, Sport and Hotel Management, Griffith University, Gold Coast, Queensland, Australia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Tourism, Sport and Hotel Management, Griffith University, Gold Coast, Queensland, Australia","institution_ids":["https://openalex.org/I11701301"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5036558055","display_name":"Anna Kwek","orcid":"https://orcid.org/0000-0001-6744-0703","observed_orcids":["https://orcid.org/0000-0001-6744-0703"]},"institutions":[{"id":"https://openalex.org/I11701301","display_name":"Griffith University","ror":"https://ror.org/02sc3r913","country_code":"AU","type":"education","lineage":["https://openalex.org/I11701301"]}],"countries":["AU"],"is_corresponding":false,"raw_author_name":"Anna Kwek","raw_affiliation_strings":["Department of Tourism, Sport and Hotel Management, Griffith University, Gold Coast, Queensland, Australia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Tourism, Sport and Hotel Management, Griffith University, Gold Coast, Queensland, Australia","institution_ids":["https://openalex.org/I11701301"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":["https://openalex.org/A5056888334"],"corresponding_institution_ids":["https://openalex.org/I11701301"],"apc_list":null,"apc_paid":null,"fwci":16.5103,"has_fulltext":false,"cited_by_count":94,"citation_normalized_percentile":{"value":0.990754,"is_in_top_1_percent":true,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":93,"max":100},"biblio":{"volume":"28","issue":"8","first_page":"883","last_page":"904"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T12284","display_name":"Emotional Labor in Professions","score":1.0,"subfield":{"id":"https://openalex.org/subfields/3312","display_name":"Sociology and Political Science"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T12284","display_name":"Emotional Labor in Professions","score":1.0,"subfield":{"id":"https://openalex.org/subfields/3312","display_name":"Sociology and Political Science"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10006","display_name":"Job Satisfaction and Organizational Behavior","score":0.0,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T12704","display_name":"Stress and Burnout Research","score":0.0,"subfield":{"id":"https://openalex.org/subfields/3207","display_name":"Social Psychology"},"field":{"id":"https://openalex.org/fields/32","display_name":"Psychology"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/emotional-labor","display_name":"emotional labor","score":0.9990000128746033},{"id":"https://openalex.org/keywords/coping-strategies","display_name":"coping strategies","score":0.9850000143051147},{"id":"https://openalex.org/keywords/frontline-workers","display_name":"frontline workers","score":0.921999990940094},{"id":"https://openalex.org/keywords/emotional-exhaustion","display_name":"emotional exhaustion","score":0.847000002861023},{"id":"https://openalex.org/keywords/surface-acting","display_name":"surface acting","score":0.8650000095367432},{"id":"https://openalex.org/keywords/deep-acting","display_name":"deep acting","score":0.996999979019165},{"id":"https://openalex.org/keywords/genuine-emotions","display_name":"genuine emotions","score":0.8059999942779541},{"id":"https://openalex.org/keywords/rumination","display_name":"rumination","score":0.9509999752044678},{"id":"https://openalex.org/keywords/emotion-regulation","display_name":"emotion regulation","score":0.7059999704360962},{"id":"https://openalex.org/keywords/cognitive-restructuring","display_name":"cognitive restructuring","score":0.7730000019073486},{"id":"https://openalex.org/keywords/hospitality-employment","display_name":"hospitality work","score":0.3619999885559082}],"concepts":[{"id":"https://openalex.org/C136103064","wikidata":"https://www.wikidata.org/wiki/Q1044045","display_name":"Emotional labor","level":2,"score":0.8999926447868347},{"id":"https://openalex.org/C2776060345","wikidata":"https://www.wikidata.org/wiki/Q1411912","display_name":"Rumination","level":3,"score":0.6769440770149231},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.6685358881950378},{"id":"https://openalex.org/C73282008","wikidata":"https://www.wikidata.org/wiki/Q1759895","display_name":"Coping (psychology)","level":2,"score":0.6635556817054749},{"id":"https://openalex.org/C45237549","wikidata":"https://www.wikidata.org/wiki/Q1376796","display_name":"Restructuring","level":2,"score":0.5762597322463989},{"id":"https://openalex.org/C107482638","wikidata":"https://www.wikidata.org/wiki/Q815825","display_name":"Hospitality","level":3,"score":0.5687554478645325},{"id":"https://openalex.org/C164850336","wikidata":"https://www.wikidata.org/wiki/Q3685487","display_name":"Interpersonal communication","level":2,"score":0.5100146532058716},{"id":"https://openalex.org/C88519622","wikidata":"https://www.wikidata.org/wiki/Q776232","display_name":"Emotional exhaustion","level":3,"score":0.5002140998840332},{"id":"https://openalex.org/C77805123","wikidata":"https://www.wikidata.org/wiki/Q161272","display_name":"Social psychology","level":1,"score":0.49387723207473755},{"id":"https://openalex.org/C525551149","wikidata":"https://www.wikidata.org/wiki/Q1495452","display_name":"Hospitality industry","level":3,"score":0.4629889726638794},{"id":"https://openalex.org/C54039966","wikidata":"https://www.wikidata.org/wiki/Q1404268","display_name":"Stress management","level":2,"score":0.4156957268714905},{"id":"https://openalex.org/C169900460","wikidata":"https://www.wikidata.org/wiki/Q2200417","display_name":"Cognition","level":2,"score":0.35904762148857117},{"id":"https://openalex.org/C143916079","wikidata":"https://www.wikidata.org/wiki/Q2629248","display_name":"Burnout","level":2,"score":0.28139984607696533},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.1791163980960846},{"id":"https://openalex.org/C70410870","wikidata":"https://www.wikidata.org/wiki/Q199906","display_name":"Clinical psychology","level":1,"score":0.1579435169696808},{"id":"https://openalex.org/C18918823","wikidata":"https://www.wikidata.org/wiki/Q49389","display_name":"Tourism","level":2,"score":0.10452550649642944},{"id":"https://openalex.org/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.07825565338134766},{"id":"https://openalex.org/C169760540","wikidata":"https://www.wikidata.org/wiki/Q207011","display_name":"Neuroscience","level":1,"score":0.0},{"id":"https://openalex.org/C199539241","wikidata":"https://www.wikidata.org/wiki/Q7748","display_name":"Law","level":1,"score":0.0},{"id":"https://openalex.org/C10138342","wikidata":"https://www.wikidata.org/wiki/Q43015","display_name":"Finance","level":1,"score":0.0}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.1080/19368623.2019.1571979","doi":"https://doi.org/10.1080/19368623.2019.1571979","is_oa":false,"landing_page_url":"https://doi.org/10.1080/19368623.2019.1571979","pdf_url":null,"source":{"id":"https://openalex.org/S118298121","display_name":"Journal of Hospitality Marketing & Management","issn_l":"1936-8623","issn":["1936-8623","1936-8631"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-a","anvur-class-a","anvur-scientific","cwts-core","erih-plus","fnege-4","jufo-1","norway-1","poland-100","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310320547","host_organization_name":"Taylor & Francis","host_organization_lineage":["https://openalex.org/P4310320547","https://openalex.org/P4310320449"],"host_organization_lineage_names":["Taylor & Francis","Informa"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Hospitality Marketing & Management","raw_type":"journal-article"},{"id":"pmh:oai:research-repository.griffith.edu.au:10072/385771","doi":null,"is_oa":false,"landing_page_url":"http://hdl.handle.net/10072/385771","pdf_url":null,"source":{"id":"https://openalex.org/S7407064376","display_name":"Griffith Research Online","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"Journal article"}],"best_oa_location":null,"sustainable_development_goals":[{"score":0.833299994468689,"id":"https://metadata.un.org/sdg/8","display_name":"Decent work and economic growth"}],"study_designs":[],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":64,"referenced_works":["https://openalex.org/W625855857","https://openalex.org/W1530155851","https://openalex.org/W1568206479","https://openalex.org/W1569268909","https://openalex.org/W1585013689","https://openalex.org/W1658908529","https://openalex.org/W1763559945","https://openalex.org/W1943526567","https://openalex.org/W1969926638","https://openalex.org/W1972932980","https://openalex.org/W1979374433","https://openalex.org/W1991351117","https://openalex.org/W2001158673","https://openalex.org/W2008753429","https://openalex.org/W2010510233","https://openalex.org/W2019754640","https://openalex.org/W2026329655","https://openalex.org/W2029532555","https://openalex.org/W2030652951","https://openalex.org/W2033921958","https://openalex.org/W2035069169","https://openalex.org/W2044393144","https://openalex.org/W2048211239","https://openalex.org/W2053214164","https://openalex.org/W2056235162","https://openalex.org/W2057479611","https://openalex.org/W2058252010","https://openalex.org/W2062835873","https://openalex.org/W2075670547","https://openalex.org/W2076200641","https://openalex.org/W2076669202","https://openalex.org/W2081155210","https://openalex.org/W2090570073","https://openalex.org/W2094480443","https://openalex.org/W2099433184","https://openalex.org/W2102850339","https://openalex.org/W2104939927","https://openalex.org/W2106127853","https://openalex.org/W2116620327","https://openalex.org/W2118004681","https://openalex.org/W2132456742","https://openalex.org/W2151099442","https://openalex.org/W2152899684","https://openalex.org/W2156330953","https://openalex.org/W2167988987","https://openalex.org/W2212401464","https://openalex.org/W2307534611","https://openalex.org/W2326525252","https://openalex.org/W2405523536","https://openalex.org/W2437912683","https://openalex.org/W2471849590","https://openalex.org/W2587306606","https://openalex.org/W2588335337","https://openalex.org/W2605893797","https://openalex.org/W2745950200","https://openalex.org/W2762675077","https://openalex.org/W2766647640","https://openalex.org/W2786979395","https://openalex.org/W2799042264","https://openalex.org/W2809810234","https://openalex.org/W2810239325","https://openalex.org/W2889852576","https://openalex.org/W4234580964","https://openalex.org/W6929333015"],"related_works":["https://openalex.org/W125329970","https://openalex.org/W7133850165","https://openalex.org/W2622329198","https://openalex.org/W2945605141","https://openalex.org/W3204911623","https://openalex.org/W6991056548","https://openalex.org/W2914818182","https://openalex.org/W3194116312","https://openalex.org/W2040985295","https://openalex.org/W2043832558"],"abstract_inverted_index":{"Hospitality":[0],"environments,":[1],"particularly":[2],"casino":[3],"VIP":[4,56],"rooms,":[5],"are":[6],"often":[7],"overlooked":[8],"as":[9],"\u201chigh":[10],"stress\u201d":[11],"work":[12,17],"environments.":[13],"Faced":[14],"with":[15,63],"challenging":[16],"situations,":[18],"frontline":[19,34,58],"employees":[20,35,59],"experience":[21],"tremendous":[22],"emotional":[23,32,41,64,75,103],"demands":[24],"during":[25],"interpersonal":[26],"interactions.":[27],"As":[28],"this":[29],"leads":[30],"to":[31,46,82],"exhaustion,":[33],"must":[36],"find":[37],"ways":[38],"of":[39,71,99],"managing":[40],"labor":[42,104],"through":[43],"coping":[44,62,101],"strategies":[45,54],"reduce":[47],"its":[48],"negative":[49],"impacts.":[50],"This":[51],"research":[52,67],"explores":[53],"that":[55],"room\u2019s":[57],"use":[60],"in":[61],"demands.":[65],"The":[66,91],"identifies":[68],"four":[69],"families":[70],"strategies:":[72],"opposition,":[73],"rumination,":[74],"regulation,":[76],"and":[77,87,102],"positive":[78],"cognitive":[79],"restructuring,":[80],"corresponding":[81],"surface":[83],"acting,":[84],"deep":[85],"acting":[86],"genuine":[88],"emotions,":[89],"respectively.":[90],"study":[92],"opens":[93],"new":[94],"avenues":[95],"for":[96],"further":[97],"understanding":[98],"the":[100],"concepts.":[105]},"counts_by_year":[{"year":2026,"cited_by_count":12},{"year":2025,"cited_by_count":19},{"year":2024,"cited_by_count":10},{"year":2023,"cited_by_count":13},{"year":2022,"cited_by_count":17},{"year":2021,"cited_by_count":13},{"year":2020,"cited_by_count":8},{"year":2019,"cited_by_count":2}],"updated_date":"2026-11-07T11:25:07.637180","created_date":"2019-02-21T00:00:00"}