Employees in tourism retail business in
Rovaniemi seem to face different problems,
compared with those reported in previous
studies in English-speaking countries.
This was one of the main conclusions of Elena Skrebneva’s master’s thesis,
concentrating on the costs and benefits of emotional labour. A narrative approach
was used to explore lived experiences of six workers in two tourism
retail enterprises in Rovaniemi.
The results of the study suggest that tourism firms in Rovaniemi
do not impose precise rules or frameworks for emotional behavior.
Hence, instead of being overburdened with emotional behavior
requirements, tourism workers are unaware of what is expected from them.
Elena Skrebneva: Exploring Emotional Labour in Tourism – A Narrative Research.
The supervisor of the thesis was Professor Antti Haahti.
Master’s theses of Tourism Research are available online at Doria