Behind the Smile: Exploring the Lived Experiences of Female Client Relations Specialists in Quezon City KTV Bars

Enecita C. Torres; Racquel G. Baquiran; Kayecelien T. Gutiz; Joanna Marie O. Ordoña; Jasmin Sophia Singson Almario; Don Aniceto P. Manuben

doi:10.36948/ijfmr.2026.v08i04.85237

Behind the Smile: Exploring the Lived Experiences of Female Client Relations Specialists in Quezon City KTV Bars

Author(s)	Ms. Enecita C. Torres, Ms. Racquel G. Baquiran, Ms. Kayecelien T. Gutiz, Ms. Joanna Marie O. Ordoña, Jasmin Sophia Singson Almario, Don Aniceto P. Manuben
Country	Philippines
Abstract	“Behind the Smile: Exploring the Lived Experiences of Female Client Relations Specialists in Quezon City KTV Bars”This study explored the lived experiences of Female Client Relations Specialists working in selected KTV bars in Quezon City, Philippines. Specifically, it sought to understand how they manage client relationships, navigate emotional labor, experience workplace interactions, construct their professional identities, and identify an intervention framework that may support their well-being and professional development. The study employed a qualitative research design using an interpretive hermeneutic phenomenological approach. Ten (10) Female Client Relations Specialists were selected through purposive sampling. Data were collected through in-depth semi-structured interviews and analyzed using Interpretative Phenomenological Analysis (IPA).The findings revealed that participants viewed their profession as a meaningful journey that required adaptability, patience, empathy, and effective communication in managing diverse client relationships. They demonstrated emotional resilience by regulating their emotions and maintaining professionalism during challenging interactions. Supportive relationships with clients, colleagues, and supervisors contributed to their confidence, workplace motivation, and personal growth. Furthermore, participants developed a stronger professional identity through their daily experiences, responsibilities, and workplace challenges. Based on these findings, the study proposed an intervention framework emphasizing emotional well-being, communication skills, emotional intelligence, peer support, and continuous professional development. The study concludes that the lived experiences of Female Client Relations Specialists significantly influence their personal growth, emotional resilience, communication skills, and professional identity. It highlights the importance of organizational support in promoting employee well-being, enhancing service quality, and fostering professional development within client-oriented workplaces.
Keywords	Female Client Relations Specialists; emotional labor; lived experiences; professional identity; interpretative phenomenological analysis
Field	Sociology > Philosophy / Psychology / Religion
Published In	Volume 8, Issue 4, July-August 2026
Published On	2026-08-17
DOI	https://doi.org/10.36948/ijfmr.2026.v08i04.85237

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Behind the Smile: Exploring the Lived Experiences of Female Client Relations Specialists in Quezon City KTV Bars

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