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Emotional Labour

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  • Farah Naqvi

    (Farah Naqvi, Assistant Professor, OB/HR, IBS Hyderabad, The ICFAI Foundation for Higher Education (declared as deemed-to-be university u/s 3 of the UGC Act 1956). E-mail: frh_naqvi@yahoo.com)

Abstract

This study examines the emotional labour performed by employees in customer service roles working in the hospitality industry. The research investigates one of the consequences of performing emotional labour, namely, emotional exhaustion, and attempts to determine how self-monitoring and co-worker support can moderate the relationship between the emotional labour and the outcome variable taken in the study. Questionnaires were used to collect data from 230 participants working in five-star chains of hotel industry and those having direct customer interaction participated in the study. Self-monitoring was found to be a moderator in the relationship between emotional labour and emotional exhaustion. Similarly, the analysis indicated that the positive association was weakened between emotional labour and emotional exhaustion where the employees received higher support from co-workers. Managerial implications and suggestions for future research are also provided.

Suggested Citation

  • Farah Naqvi, 2013. "Emotional Labour," Management and Labour Studies, XLRI Jamshedpur, School of Business Management & Human Resources, vol. 38(4), pages 471-482, November.
    • Handle: RePEc:sae:manlab:v:38:y:2013:i:4:p:471-482
    DOI: 10.1177/0258042X13513156
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    References listed on IDEAS

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    1. Ratner, Rebecca K & Kahn, Barbara E, 2002. "The Impact of Private versus Public Consumption on Variety-Seeking Behavior," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 29(2), pages 246-257, September.
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