Restaurant-Bars: Analysis of emotional dynamics in customer service work
DOI:
https://doi.org/10.31637/epsir-2026-2085Keywords:
Working conditions, Work behavior, Ergonomics, Customer service, Human Resource Management;, Emotional labor, Emotional load, Customer satisfactionAbstract
Introduction: This paper aims to examine the interplay between working conditions, labor, and emotional dynamics within human activity during customer service in a specific Restaurant-Bars setting, drawing on the theoretical frameworks of emotional labor and activity ergonomics to assess their implications for worker well-being and efficiency. Methodology: Employing a descriptive quantitative correlational methodology, it examines the impact of labor dynamics on emotional responses and the regulation of customer service, emphasizing the significance of physical, cognitive, and emotional capacities. Results: This study particularly focuses on the correlation between factors such as emotional management and organizational norms. Findings highlight the deficiency of formal training and the lack of organizational culture guidance as contributing factors to the emotional load experienced by employees. Discussions: The absence of training in emotional regulation generates emotional overload in employees, who acquire these skills through day-to-day experience in the context of limited administrative support. Conclusions: In conclusion, this research confirms the variability of personal attitudes within labor systems and underscores the necessity to balance organizational expectations with the development of human talent to improve both service quality and customer satisfaction.
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