Abstract:
The purpose of this study was to investigate the determinants of emotional labour among frontline
employees in Ghanaian hotels. Specifically, the study identified the determinants of emotional labour
which were hypothesized to have significant effects on emotional labour. A total of 205 frontline
employees participated in the paper-pencil survey. The questionnaires contained items measuring
individual, situational and organisational factors of emotional labour. The results indicated that among
the determinants, gender, age and variety of emotional displays had significant effects on emotional
labour. These results suggest that gender, age and variety of emotional displays play a critical role in
employees’ performance of emotional labour in hotels.
