Master of Science in Hotel Administration
First Committee Member
The performing of emotional regulation in the workplace, or emotional labor, has long been researched by scholars. The conclusion that most reached was that individuals performing this regulation were typically better off by changing their emotions felt to their emotions displayed, or what is termed as “deep acting”, rather than “surface acting”, or faking the emotion. This paper will further explore the thoughts behind this argument and propose that dealers that use deep acting are, in fact, more likely to experience emotional burnout due to the inability to constantly change inner emotional states. Additionally, the paper will also seek to separate out the dealer position as being a unique occupation that does not necessarily fit into past studies, and therefore is not generalizable.
Card dealers; Casinos; Emotions; Hospitality industry--Employees--Training of; Psychology, Industrial
Business | Hospitality Administration and Management
Cox, James Luverne, "Emotional Labor: Surface Acting a Better Emotional Regulation Strategy for Dealers?" (2016). UNLV Theses, Dissertations, Professional Papers, and Capstones. 2835.