This includes engendering or suppression of specific kinds of emotions. Thus, it could be said that in the provision of quality service, the personal attributes of the service providers are a chief aspect. In the seminal work conducted by Parasuraman et al. in 1985, it recognized the point about the significance of the service personnel. The SERVQUAL model presented by them identifies emotional labour, shown in the model as desirable features like courtesy, responsiveness, knowing or understanding the customer as a very crucial feature as the model was based on the perception of the customer regarding the service encounter. Hence, the personal attributes of the service provider like good looks and the way they speak also come into light and thus the employer prefer workers who possess these features (Glasgow Tourism Development Group, 2002). Another aspect which was focused by this model was the “tangibles” which means the appearances of the employee. The model takes into account both the physicality of the personnel and also of the environment. Hence, it could be said that the appearance and the demeanour of the front-line workers is very significant (Taylor, 2000). Moreover, in this manner the customers are able to see courteous, well-presented, empathetic and helpful staff as playing a chief role in rendering quality service.