The Possible Good and Harmful Effects of Emotional Labour

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Emotional Labour

Executive Summary

This work has been made in order to review the nature and impact that emotional labour brings to the lives of the employees working with fast-paced customer service industries. In particular, this paper tackles both the possible good and harmful effects of emotional labour. In connection, this writing has determined what fast-paced customer service industry is all about. Likewise, this paper also describes how likely fast-paced customer service industries incorporate emotional labour to its system. Moreover, this work has discussed the responsibilities that employees, employer and the organization may possess in order to address this issue in the work field.

Introduction

When people are placed in a provoking situation, their tendency to tolerate, hide, or express their reaction to such event is within their control and decision. In fast-paced industries, wherein the tough things are foreseen or expected, employees, in a way, are expected to deliberately pose an instant or delayed reaction depending on the gravity of the situation being presented at the moment. At the scope of this kind of business, the alarm for deadlines rings without signal or even less expected. The driving force and pressure to do the work as fast as one could imagine is evident, and the emotional adjustment within the employees are seemingly at stake.

Literature Review

According Hochschild (1983), emotional labour exists when people at a given circumstance tend to customise their observable traits to correspond for the established set of standards by work, society and other people. She added that people may pose either the existing feeling or the expected feeling. In particular, those people who are expressing out oth...

... middle of paper ...

...ociological Review 56(6): 836-849. doi:10.2307/2096259

Hochschild, A. R. 1983. The Managed Heart: Commercialization of Human

Feeling. Los Angeles: University of California.

McQuerrey, Lisa, and Demand Media. 2014. “How to Survive Fast-Paced

Environments.” Chron. Accessed April 12,

https://www.http://work.chron.com/survive-fastpaced-environments-3491.html.

Schaubroeck, J., and J. R. Jones. 2000. “Antecedents of Workplace

Emotional Labor Dimensions and Moderators of Their Effects on

Physical Symptoms.”Journal of Organizational Behavior 21(2): 163-183. doi:0.1002/(SICI)1099-1379(200003)21:2 <163:: AID- JOB 37>3.0.CO;2-L.

Wharton, A. S., and R. J. Erickson. 1993. “Managing Emotions on the Job

and at Home: Understanding the Consequences of Multiple Emotional

Roles.”Academy of Management Review 18(3): 457-486.

doi:10.5465/AMR.1993.9309035147.

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