Navigating Emotional Labor and Social Exchange in Hospitality: A Comparative Study of Food and Beverage Workers in Tel Aviv and New Orleans During COVID-19

This study examines the impact of the COVID-19 pandemic on emotional management and social exchanges in the hospitality industry, focusing on food and beverage workers in Tel Aviv and New Orleans. Through 66 in-depth interviews conducted between 2021 and 2022, we explore how workers navigated altered social dynamics, heightened emotional labor, and moral dilemmas. Our analysis, grounded in Social Exchange Theory, dramaturgical theory, and the sociology of emotions, reveals three key themes: social and emotional distancing, crisis-driven emotional management, and the reconceptualization of hospitality between altruism and pragmatism. Despite different cultural contexts, workers in both cities faced similar challenges, highlighting the globalized nature of the industry. The pandemic disrupted traditional reciprocal exchanges, forcing a reevaluation of hospitality practices. Finally, this study stresses how emotional and moral dilemmas became central to social exchanges during the pandemic.