This was one of the main conclusions of Elena Skrebneva’s master’s thesis,
The supervisor of the thesis was Professor Antti Haahti. Master’s theses of Tourism
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.
Research are available online at Doria