Purpose: This paper aims to explore the psychological process by which front-line employees (FLEs) in hospitality firms make decisions on hiding knowledge. Design/methodology/approach: A qualitative methodology was used, with triangulated data collection from six different types of hospitality...

Purpose – The purpose of this study is to empirically test and extend knowledge of the effects of emotional labor of frontline service employee. Design/methodology/approach – The authors examined the effects of emotional labor (surface acting and deep acting) on frontline employee...