How May I Help You? Conceptualizing the Benefits of High Performance Work Practices on Emotional Labour Pressures in the Hospitality Industry

The hospitality industry relies on front-line staff members to provide high quality service experiences to encourage repeat business. Unlike the manufacturing industry that separates the production of goods from the delivery to customers, professionals in the hospitality industry realize that customers evaluate their "product" through perceived service quality levels (Ottenbacher & Howley, 2005). Although types of service may differ, industry operators and researchers agree that both customer satisfaction and service quality are critical prerequisites for customer retention (Cronin & Taylor, 1992). Consistent service quality demands a workforce with strong emotional display management skills; however, displays of unfelt feelings, or "acting", can create intense emotional strain for service providers. This paper will examine the emotional labour pressures experienced by service workers and outline theoretical mitigating influences provided by high performance work practices (HPWP). Links will be drawn between decreased employee turnover, increased customer satisfaction and customer retention.