Being Somebody Else: Emotional Labour and Emotional Dissonance by Dijk and Kirk

Assessment 1

The aim of this text is to critical review two academic papers related to the emotion labour. One is "Being Somebody Else: Emotional Labour and Emotional Dissonance in the Context of the Service Experience at a Heritage Tourism Site" by Dijk and Kirk (2007), which is discusses about if emotion labour causes negative job outcome. Another paper is the writing of Karatepe, Yorganci and Haktanir (2008) named "Outcomes of customer verbal aggression among hotel employees". It mainly focuses on some emotion problems impact by customer verbal aggression. The paper begins with an overview of the two papers. Briefly explain the purpose and the main findings. Subsequently, by means of compares and contrasts the two articles, the author will analyse the strengths and weaknesses, evaluates these methods, and the contribution to the field.

In Dijk and Kirk's paper, it distinguishes the constructs of emotional labour and emotional dissonance which associated with negative consequences, especially the employee of heritage tourism site. It aims to help the further study about emotional dissonance cause by emotion labour, prove the management of the job outcomes of emotional labour. Researcher using the existing researches for reference clearly state the concept of emotional labour and emotional dissonance, and the relationship between them. Besides, writer draws a conclusion via the interview of 25 relevant employees. In the paper, author summarizes four steps via secondary and quantitative. First, it has been found that employee have a responsibility to response display rules which is needed by emotion labour, however negative outcomes were not always with display rules. The next step is that emotion labour not always bring ne...

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...earch data is about one single place.(Veal, 2011). If so, the population selected in the research would be suitable. For another academic paper, as the purpose is to inquire the hotel employees, not only in Northern Cyprus, the wider scope of the population is need to survey essentially.

Works Cited

Bryman A. and Bell E. (2011) Business Research Methods. 3rd ed. Oxford: Oxford University Press

Cameron S. and Price D. (2009) Business Research Methods: A Practical Approach. London:Chartered Institute of Personnel and Development

Maylor H. and Blackmon (2005）Researching Business and Management London: Palgrave Macmillan

Sekaran U. (2003) Research Methods for Business: A Skill Building Approach 4th ed. New York: Hermitage Publishing Service

Veal A.J. (2011) Research Methods for Leisure & Tourism: A Practical Guide 4th ed. Essex: Person Educaiton Limited