http://repo.lib.sab.ac.lk:8080/xmlui/handle/susl/3130 Fri, 10 Apr 2026 13:01:17 GMT 2026-04-10T13:01:17Z http://repo.lib.sab.ac.lk:8080/xmlui/handle/susl/3141 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. Thu, 01 Dec 2022 00:00:00 GMT http://repo.lib.sab.ac.lk:8080/xmlui/handle/susl/3141 2022-12-01T00:00:00Z http://repo.lib.sab.ac.lk:8080/xmlui/handle/susl/3140 Editorial Board Management Studies, Faculty of Thu, 01 Dec 2022 00:00:00 GMT http://repo.lib.sab.ac.lk:8080/xmlui/handle/susl/3140 2022-12-01T00:00:00Z http://repo.lib.sab.ac.lk:8080/xmlui/handle/susl/3139 CONTENTS Management Studies, Faculty of Thu, 01 Dec 2022 00:00:00 GMT http://repo.lib.sab.ac.lk:8080/xmlui/handle/susl/3139 2022-12-01T00:00:00Z http://repo.lib.sab.ac.lk:8080/xmlui/handle/susl/3138 Editorial Note Gnanapala, W.K.A.C; Malcolm, Cooper; Dewasiri, N.J Thu, 01 Dec 2022 00:00:00 GMT http://repo.lib.sab.ac.lk:8080/xmlui/handle/susl/3138 2022-12-01T00:00:00Z