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What Emotional Labor is: A Review of Literature

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  • Mishra, Sushanta Kumar

Abstract

The dominance of customer over the production/service employee, and as a result of this, increasing use of emotional labor in the workplace furthers the need to understand what emotional labor is. In this regard, the present paper reviews the literature to explain the concept ‘emotional labor’. In explaining emotional labor and its nomological network, the paper discusses the factors that affect and are affected by it. This paper contributes to the existing literature by assimilating different works done in this domain and providing a comprehensive understanding of emotional labor. This paper focuses on some of the critical issues, about which, the existing literature on emotional labor is silent and thus, providing a platform for further research.

Suggested Citation

  • Mishra, Sushanta Kumar, 2006. "What Emotional Labor is: A Review of Literature," IIMA Working Papers WP2006-12-05, Indian Institute of Management Ahmedabad, Research and Publication Department.
  • Handle: RePEc:iim:iimawp:wp02000
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    References listed on IDEAS

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    1. Barry M. Staw & Robert I. Sutton & Lisa H. Pelled, 1994. "Employee Positive Emotion and Favorable Outcomes at the Workplace," Organization Science, INFORMS, vol. 5(1), pages 51-71, February.
    2. Mats Alvesson & Hugh Willmott, 2002. "Identity Regulation as Organizational Control: Producing the Appropriate Individual," Journal of Management Studies, Wiley Blackwell, vol. 39(5), pages 619-644, July.
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