Smiling Under the Mask: How Emotional Labor Shapes Restaurant Workers' Experiences during COVID

This study examines whether front-of-house workers' experiences of emotional labor affected their turnover intentions while working a food service job during COVID. To investigate, I asked a sample of 14 tipped workers and two general managers about their experiences working in restaurants during the lockdown and reopening phases of COVID. I learned about participants' experiences working and their reasons for staying and quitting their job during the reopening phases. From interviews, I collected data on workers' perceptions of health mandates, their customer interactions, and their own assessments of COVID-related risks. I analyzed interview data to assess how organizational changes during COVID affected workers' performances of emotional labor and whether their reasons for leaving related to emotional labor being altered. Findings show that workers had to manage customers' heightened emotions while handling their own. From decreased income, increased negative emotions, and mask interference, workers' experiences of emotional labor were significantly changed. Importantly, organizational changes made many workers uncomfortable in their workplace and in following organizational demands, both related and unrelated to emotional labor. These experiences led seven participants to ultimately quit and six to desire to quit without doing so. I conclude that emotional labor was intensified for workers' whose wage predominantly rested on their capitalization of interactions with customers. Evidence reveals how organizational changes led to increased feelings of stress, emotional burnout, and exhaustion. However, the widespread occurrence of these feelings and intensified emotional labor make it unclear whether increased and intensified emotional labor directly created or heavily influenced desires to quit.