Micro-breaks in focus: mitigating emotional labour impact in the hospitality industry from a conservation of resources perspective

This study, based on the Conservation of Resources theory, investigates the use of micro-breaks as a resource conservation strategy in the hospitality industry. It examines how emotional labour influences deviant behaviours among frontline staff, with ego depletion serving as a mediator, and evaluates how micro-break activities can moderate the effects of ego depletion on these behaviours. Data from 573 online surveys and 30 semi-structured interviews indicate that surface acting is positively linked to deviant behaviour through emotional ego depletion, while deep acting reduces such behaviour. Importantly, short breaks at work assist in alleviating the detrimental effects of emotional labour on deviant behaviour, providing practical strategies for managing the pressures of emotional labour in the service sector.