Hospitality employees’ emotions in the workplace: a systematic review of recent literature

Purpose This systematic review synthesizes the recent literature (2010–2020) on hospitality employees’ emotions, affect and moods. study has three objectives: to clarify definitions of moods; explain how theories are integrated into understanding assess moods measured. Design/methodology/approach Using seven major databases, authors selected 61 peer-reviewed academic journal articles published in outlets for review. We based our five stages conducting a review: scoping, planning, identification, screening eligibility. Findings Affect is an umbrella term encompassing emotions. Emotions distinct from emotion-laden constructs, such as emotional labor intelligence. Theories conservation resources, social exchange have been most frequently used understand However, they overlooked dynamic nature emotions when using these theories. Hospitality researchers often subset positive negative scale did not discuss back-translation. Practical implications lead far-reaching consequences attitudes, intentions behaviors work non-work domains. Effective practices (e.g. creating supportive climate) that help evoke employee reduce thus desirable. Originality/value Our findings crystallize employees. further provide roadmap future research Data triangulation, cross-cultural mixed novel opportunities research.