Parikalpana: KIIT Journal of Management

Sankar Kumar Sengupta ¹, Shuvendu Majumder ²

Affiliations
1 Dept of Business Administration, Centre for Management Studies, University of Burdwan, IN
2 The University of Burdwan, IN

Abstract

Organizational success relies heavily upon the organizations' approach to attain competitive advantage. In this context the utility of the labour force comes into sharper focus. The architecture, reputation, innovation etc, ensure distinctive capabilities of the organization and within the framework of formulating a value-added mechanism, the roles of the individuals appear to be prominent. This is so because it is the individuals who, within the nested architectural relationships of the organization, facilitate value-added articulations. So, collective and coherent work behaviours of the individual employees within the content, context, work design and process of the work determine the extent of organizational success and to this end, thereby, emotional labor produces far-reaching impacts over the sustenance of the organizational success within the time frame. There is no denial to the fact that building block of organizational success is its manpower and the efficiency of the individuals under work-led organizational sequences are being pushed only by the way employees can add value to organization-wide activities. In fact, the problems of dissonance between felt and displayed emotions in terms of the job characteristics evoke various job related problems that revolve around mental health of the labor force, affecting altogether the organizational performance and success. Thus an endeavor is made here to depict conceptual and analytical issues relating to the phenomenon of emotional labour.

Keywords

Emotional Labor, Emotional Dissonance, Display Rule, Felt and Displayed Emotion.

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