Thesis Abstract

This study aims to examine the role of emotional labor in service industries and its impact on employee well-being and customer satisfaction. Emotional labor, defined as the management of emotions to fulfill job requirements, is particularly prevalent in service-oriented professions such as hospitality, healthcare, and customer service. The research will investigate the emotional demands placed on employees, the strategies used to regulate emotions, and the consequences for both employees and customers. By integrating qualitative and quantitative methods, the study seeks to shed light on the complexities of emotional labor and provide actionable insights for organizations to support their employees and enhance service quality

Thesis Overview