The Effects of Emotional Labor on Performance

1524 Words7 Pages
Introduction Emotional Labor (EL) is defined “as managing emotions through surface or deep acting by following organizational display rules in return for a wage.” (Hochschild 1983). Task performance and strategy is increased through EL and it has impact on administration of service. Strategies displayed by frontline staffs in service roles may increase bad outcomes by activating negative idea like emotive dissonance and self-alienation. Despite its negative effect EL contributes to the job description of frontline employees (e.g., Brotheridge and Grandey, 2002; Johnson et al., 2007; Montgomery et al., 2006. Workers performance can be increase through indentifying factors that help the EL channels. People lean to show right behavior in compliance to set of rules that shows their job (Ashforth and Humphrey 1993). A shy seller may for example display out going behavior in order to achieve high sales during his/her line of duty. Factors affecting the EL outcomes i.e. occupational commitment and emotional intelligence as facilitators are proposed in this study. It further tries to look at the impact of occupational commitment in connection between EL and job performance, the impact of EL on EL and burnout. Burnout has direct impact on job performance which leads to stress , decrease positive outcome and loss of personal identity. 2. Emotional labor and performance According to (Hochschild 1983) EL encompasses set of behaviors such as good, fake or it never shows these behaviors so as to change the display of emotions. The two set of performance are; when an individual display certain character in order to follow the rules and regulations and when the individual shows a real behavior in order to express his/her emotions. The ma... ... middle of paper ... ...ications Organizations and companies should embark on the training and development of their staffs in order to reduce cases related to burnout so as they act according to the organizational set rules and regulations. During the employment process emotional intelligence test can be used for recruitment and selection. This helps the HR department to select and hire the best individual who can work towards the achievement of the organization goals and objective. 10. Limitation and future research Previous studies that use of self-rated performance was under criticisms hence it is not the best approach but secret replies may increase reliability of the performance ratings. Getting supervisor/peer-rating performance out-comes via random sampling is impossible. Hence, future research may use other-performance-ratings methods so as expand the overview of the results.

More about The Effects of Emotional Labor on Performance

Open Document