Purpose: The purpose of this paper is to explore the mechanism by which service organisations reconcile the tension between deviance or employee resistance on the one hand and the voluntary provision of emotional labour on the other.
Research Design: The paper will rely on a case study of a single organisation located in the major urban centre of Jamaica. Interviews will be conducted with supervisors who have responsibility for workers engaged in direct service encounters. In addition, documentary evidence will be sought from guest comment forms and other records such as those relating to disciplinary infractions.
Findings: The study is expected, inter alia, to reveal insight into the kinds of deviant behaviours practiced by employees in service encounters and how these affect the quality of service in organisations.
Research implications/Limitations: The research will cover a single case and will not yield generalisations beyond a single workplace. It is, however expected to yield previously unrevealed insights into the connection between workplace deviance and emotional labour
Practical implications: The results of this study should help Caribbean human resource managers in the hospitality sector develop and refine strategies for encouraging behaviour that positively impact the service encounter.
Originality/Value: The paper will be one of few to explore the connection between employee resistance and the delivery of service work.
Key words: Workplace resistance, workplace deviance, emotional labour, tourism, Jamaica.
Paper Type: Research Paper