Coping with emotional labor in high stress hospitality work environments

Mark Weiyii Teoh, Ying Wang, Anna Kwek

Research output: Journal article publicationJournal articleAcademic researchpeer-review

51 Citations (Scopus)


Hospitality environments, particularly casino VIP rooms, are often overlooked as “high stress” work environments. Faced with challenging work situations, frontline employees experience tremendous emotional demands during interpersonal interactions. As this leads to emotional exhaustion, frontline employees must find ways of managing emotional labor through coping strategies to reduce its negative impacts. This research explores strategies that VIP room’s frontline employees use in coping with emotional demands. The research identifies four families of strategies: opposition, rumination, emotional regulation, and positive cognitive restructuring, corresponding to surface acting, deep acting and genuine emotions, respectively. The study opens new avenues for further understanding of the coping and emotional labor concepts.

Original languageEnglish
Pages (from-to)883-904
Number of pages22
JournalJournal of Hospitality Marketing and Management
Issue number8
Publication statusPublished - 17 Nov 2019
Externally publishedYes


  • casino VIP rooms
  • coping
  • Emotional demands
  • emotional labor

ASJC Scopus subject areas

  • Management Information Systems
  • Tourism, Leisure and Hospitality Management
  • Marketing


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