http://repo.lib.sab.ac.lk:8080/xmlui/handle/susl/3130 2026-04-10T12:59:43Z 2026-04-10T12:59:43Z Wanninayake, S.D.K. http://repo.lib.sab.ac.lk:8080/xmlui/handle/susl/3141 2023-01-09T10:12:01Z 2022-12-01T00:00:00Z

The ‘smile’ that delivers the brand: Organisational dehumanisation among frontline staff in the hotel sector – evidence from Sri Lanka Wanninayake, S.D.K. This study explores how Sri Lanka’s frontline employees in the hotel industry experienced and responded to organisational dehumanisation.Utilising 58 interviews, this study found that experiences of and responses to organisational dehumanisation were both positive and negative. Adhering to emotion and appearance management, as the ‘face’ of the brand, enabled employees to be recognised as professionals, gain social esteem, and develop a sense of belongingness with the organisation. However, on the other hand, employees suffered emotional strain associated with representing the emotional proletariat and handling constant discrepancies between preferences and organisational requirements. Limited organisational support received by employees to proactively handle their emotional strain led to the adoption of destructive emotion-focused coping methods aggravating the experiences of resource depletion of employees.

2022-12-01T00:00:00Z Management Studies, Faculty of http://repo.lib.sab.ac.lk:8080/xmlui/handle/susl/3140 2023-01-09T09:55:31Z 2022-12-01T00:00:00Z

Editorial Board Management Studies, Faculty of

2022-12-01T00:00:00Z Management Studies, Faculty of http://repo.lib.sab.ac.lk:8080/xmlui/handle/susl/3139 2023-01-09T09:50:17Z 2022-12-01T00:00:00Z

CONTENTS Management Studies, Faculty of

2022-12-01T00:00:00Z Gnanapala, W.K.A.C Malcolm, Cooper Dewasiri, N.J http://repo.lib.sab.ac.lk:8080/xmlui/handle/susl/3138 2023-01-09T09:46:35Z 2022-12-01T00:00:00Z

Editorial Note Gnanapala, W.K.A.C; Malcolm, Cooper; Dewasiri, N.J

2022-12-01T00:00:00Z