Emotional Labour

Farah Naqvi
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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

Management and Labour Studies, 2013, vol. 38, issue 4, 471-482

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.

Keywords: Emotional labour; emotional exhaustion; self-monitoring; co-worker support (search for similar items in EconPapers)
Date: 2013
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Persistent link: https://EconPapers.repec.org/RePEc:sae:manlab:v:38:y:2013:i:4:p:471-482

DOI: 10.1177/0258042X13513156

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