IAHRW International Journal of Social Sciences Review

Open Access Open Access  Restricted Access Subscription Access
Open Access Open Access Open Access  Restricted Access Restricted Access Subscription Access

Emotional Labour and its Consequences During Service Encounter:A Review of Literature


Affiliations
1 Department of Psychology, University of Allahabad, Allahabad, Uttar Pradesh, India
     

   Subscribe/Renew Journal


Due to the rapid expansion of the service sector, Emotional Labour has emerged as a prominent concept in the understanding of Organizational Behavior. Managing emotions at work setting is termed as Emotional Labour. During a typical service encounter, emotions are the cluster of feelings evoked in customers and employees and at times employees are required to manage and modify their own emotions, while trying to manage the emotions of the customers. There is little agreement on the definition and conceptualization of Emotional Labour. In this regard, the present paper makes an attempt to review the literature to explain the concept 'Emotional labour1. The aim of this review paper is to integrate the conceptualization of Emotional Labour through a systematic analysis of literature and to identify its consequences during service encounter. This paper focuses on certain key perspectives of Emotional labour and thus provides a platform for further research.

Keywords

Emotional Labour, Service Encounter, Deep Acting, Surface Acting.
User
Subscription Login to verify subscription
Notifications
Font Size

  • Abraham, R. (1998). Emotional dissonance in organizations: Antecedents, consequences and moderators. Genetic, Social, and General Psychology Monographs, 124(2), 229-246.

  • Arvey, R. D., Renz, G. L., & Watson, T. W. (1998). Emotionality and job performance: Implications for personnel selection. Research in Personnel and Human Resources Management, 16,103-147.

  • Ashforth, B. E., & Humphrey, R. H. (1993). Emotional labor in service roles: The influence of identity. Academy of Management Review, 18(1), 88-115.

  • Brannan (2005). Once more with feeling: Ethnographic reflections on the mediation of tension in a small team of call centre workers. Gender, Work, and Organization, 12(5), 420-439.

  • Brotheridge, M., & Grandey, AA. (2002). Emotional labor and burnout: Comparing two perspectives of people work. Journal of Vocational Behavior, 60,17-39.

  • Choi, Y.G., Kim, K. S., & Kim, S. J. (2014). A study on the concept, dimensions and consequences of emotional labour. The Standard International Journals Transactions on Industrial /Financial and Business Management, 2(3), 77-81.

  • Chu, K. H. (2002). The effects of emotional labor on employeework outcomes. Doctoral Dissertation, The Faculty of the Virginia Polytechnic Institute and State University, Blacksburg, Virginia, USA.

  • Ekman, P. (1973). Cross culture studies of facial expression. In P. Ekman (Ed.), Darwin and facial expression: A century of research in review (pp. 162-222). New York: Academic Press.

  • Ekman, P., Friesen, W. V., & O'Sullian, M. (1997). What the face reveals: Basic and applied studies of spontaneous expression using the facial action coding system. London : Oxford University Press.

  • Fisher, C. D., & Ashkanasy, N. M. (2000). The emerging role of emotions in work life: An introduction. Journal of Organizational Behavior, 21, 123-129.

  • Goffman, E. (1959). Presentation of self in everyday life. New York, NY: Overlook Press.

  • Grandey, A. A. (2000). Emotion regulation in the workplace: A new way to conceptualize emotional labor. Journal of Occupational Health Psychology, 5(1), 95-110.

  • Grandey, A. A. (2003). When "the show must goon": Surface acting and deep acting as determinants of emotional exhaustion and peer-rated service delivery. Academy of Management Journal, 46(1), 86-96.

  • Gross, J. (1998a). Antecedent- and response-focused emotion regulation: Divergent consequences for experience, expression, and physiology. Journal of Personality and Social Psychology, 7 4(1),224-231.

  • Gross, J. (1998b). The emerging field of emotion regulation: An integrative review. Review of General Psychology, 2(3), 271-299.

  • Hayes, S., & Kleiner, B.H. (2001). The managed heart: The commercialization of human feeling and its danger. Management Research News, 24(3-4), 81-5.

  • Hochschild, A. R. (1979). Emotion work, feeling rules, and social structure. American Journal of Sociology, 85, 551-575.

  • Hochschild, A.R. (1983). The managed heart: Commercialization of human feeling. Berkeley: University of CaliforniaPress.

  • Hochschild, A. R (2003). The managed heart: Commercialization of human feeling (2nd ed.). Berkeley, CA: University of CaliforniaPress.

  • Morris, J. A.,&Feldman,D. C. (1996). The dimensions, antecedents, and consequences of emotional labor. Academy of Management Review, 27(4), 986-1010.

  • Morris, J. A., & Feldman, D. C. (1997). Managing emotions in the workplace. Journal of Managerial Issues, 9(3), 257-274.

  • Parkinson, B. (1991). Emotional stylists: Strategies of expressive management among trainee Hairdressers. Cognition and Emotion, 5(6),419-434.

  • Pugh, S.D. (2001). Service with a smile: Emotional contagion in the service encounter. Academy of Management Journal, 44{5)> 1018-1027.

  • Rafaeli, A. (1989). When clerks meet customers: A test of variables related to emotional expression on the job. Journal of Applied Psychology, 74(3), 385-393.

  • Rafaeli, A., & Sutton, R. I. (1987). Expression of emotion as part of the work role. Academy of Management Review, 72(1), 23-37.

  • Schaubroeck, J., & Jones, J.R (2000). Antecedents of workplace emotional labor dimensions and moderators of their effects on physical symptoms. Journal of Organizational Behavior, 21, 163-183.

  • Shuler, S., & Sypher, B.D. (2000). Seeking emotional labor: When managing the heart enhances the work experience. Management Communication Quarterly, 14, 50-89.

  • Stazdins, L. M. (2000). Integrating emotions: Multiple role measurement of emotional work.. Australian Journal of Psychology, 52(1), 41-50.

  • Wharton, A.S., & Erickson, RJ. (1993). Managing emotion on the job and at home: Understanding the consequences of multiple emotional roles. Academy of Management Review, 75(3), 457-486.

  • Zapf, D. (2002).Emotional work and psychological well-being: A review of the literature and some conceptual considerations. Human Resource Management Review, 72,237-268.


Abstract Views: 179

PDF Views: 0




  • Emotional Labour and its Consequences During Service Encounter:A Review of Literature

Abstract Views: 179  |  PDF Views: 0

Authors

Payal Kapoor
Department of Psychology, University of Allahabad, Allahabad, Uttar Pradesh, India
Rashmi Kumar
Department of Psychology, University of Allahabad, Allahabad, Uttar Pradesh, India

Abstract


Due to the rapid expansion of the service sector, Emotional Labour has emerged as a prominent concept in the understanding of Organizational Behavior. Managing emotions at work setting is termed as Emotional Labour. During a typical service encounter, emotions are the cluster of feelings evoked in customers and employees and at times employees are required to manage and modify their own emotions, while trying to manage the emotions of the customers. There is little agreement on the definition and conceptualization of Emotional Labour. In this regard, the present paper makes an attempt to review the literature to explain the concept 'Emotional labour1. The aim of this review paper is to integrate the conceptualization of Emotional Labour through a systematic analysis of literature and to identify its consequences during service encounter. This paper focuses on certain key perspectives of Emotional labour and thus provides a platform for further research.

Keywords


Emotional Labour, Service Encounter, Deep Acting, Surface Acting.

References