Emotional labour: The effects of genuine acting on employee performance in the service industry (original) (raw)
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Studies in Business and Economics, 2016
The purpose of this research is to examine employees’ views on adverse consequences caused by strict compliance to display rules of intrinsic labour demands as against its appropriate necessities within a call centre context. Using an interpretative phenomenological methodology for the study analysis, 25 semi-structured interviews were conducted with telephone agents working in a call centre outlet in Lagos state, Nigeria. Based on the emotional labour theory, enquires were made about general outcomes experienced from conforming to organisational rules of emotional management during customer service encounters. Findings confirmed that the adversarial impact of affective conformity tends to threaten the positive intentions of these mandatory components of service work. Thus, a proposed theoretical model emerged from the study’s interpretive accounts Based on these significant research findings, detailed practical implications were discussed on ways in which call centre businesses ope...
EMOTIONAL LABOR IN CUSTOMER SERVICES JOBS, A MYSTERIOUS CASE OF SOCIAL IDENTITIES
IAEME PUBLICATION, 2021
The cumulative meaning of the term emotional labor is the showcase of emotions that are unique and accepted by the all the stakeholders of a given occupation. Service sector employees anyhow have similar protocols to abide by authenticated by the organizational display rule. Prime vectors of emotional labor are surface acting, deep acting and expression of genuine emotions. Emotional labor is usually mandated by the organizations in order to accomplish task effectiveness and self-expression. On the flip side of the same coin it can also serves as a primer that determines the customer’s expectations that if not met induces emotional dissonance and self-alienation in the service provider. In order to moderate the consequences of emotional labor, the paper argues an explicit application of social identity theory that may mitigate the negative consequences of emotional labor when interacting with aggressive customers at an interpersonal level. The paper discusses the micro level application of social identity theory to accomplish the organizations agenda of fostering effective customer services, wherein the role of emotional moderation remains an employee’s own responsibility.
Behavioural consequences of customer perception on emotional labour among airline service employees
International Review of Management and Marketing, 2016
Managing employees’ acting or emotional labour strategies is crucial for service organizations to develop a sustainable competitive advantage, such as the airline industry which is seeing fierce competition. This study examined the role of such strategies in enhancing the service experience of customers, resulting in customer loyalty intention and subsequent engagement in positive word-of-mouth. Three-hundred sets of questionnaires were completed by airline passengers, who were approached at random, in Kuala Lumpur International Airport. A series of analyses was performed to determine the factors that significantly influence the airlines customers’ outcomes. The findings showed that perceived employee deep acting and perceived surface acting were significantly related to perceived customer orientation and perceived service quality, but in different directions. Perceived customer orientation and perceived service quality were observed to influence customer loyalty intention, which wa...
Contemporary Economics
This work is licensed under a Creative Commons Attribution 4.0 International License. Many job posts require one to display emotions specified by organisational standards. Such work is referred to as emotional labour (EL) and consists in producing particular emotional reactions in contacts with a customer as well as suppressing the actual emotional reactions that could be seen negatively by the other party. An employee may cope with such work by choosing one of two strategies: surface acting or deep acting. Emotional labour has various consequences, and professional burnout is among the negative ones. The objective of the article is to review the literature concerned with the exercise and the consequences of EL and analyse the relationship between surface and deep acting and the level of professional burnout among selected professional groups (N=297). Furthermore, the authors examine the correlation between an employee's competences and their preferred style of EL and assess the moderating role of competences in negative consequences of EL. Analyses confirm that the persons characterised by surface role-playing display a higher level of professional burnout; however, no correlation is found between deep role-playing and lower professional burnout. Analysis of the coefficients of correlation demonstrates no significant correlation between an employee's competences and deep acting, whereas a statistically significant correlation is discovered between competences and the surface strategy. The higher the competences, the less likely the employee will exercise surface acting. Verification of the last hypothesis reveals that people with a higher level of competences who follow the surface strategy in terms of faking emotions are characterised by a lower level of professional burnout than employees with lower competences. ployees how to react emotionally with standard behaviours in relations with customers, specifying the manners of greeting, servicing standards, and complaint handling (Grandey, 2000). Such practices often cause the employees to find themselves in a situation where the emotions they feel do not correspond to the emo
Emotional Labor as a Reputation Management Technique in Service Organizations
Advances in Logistics, Operations, and Management Science
This chapter discusses the issue of emotional labor as a reputation management technique. This technique, which is important for service organizations' reputations, concerns the organizational arrangements and individual processes affecting the ways in which employees exhibit expected behaviors toward their customers during service encounters. First, the chapter discusses the concept and theoretical background of reputation management. Then, it explores the concept, types, and dimensions of emotional labor by emphasizing the meaning and importance of emotional labor for service organizations. Finally, it examines the antecedents of emotional labor and the organizational and individual consequences it exposes. It is hoped that this chapter will guide service sector administrators in understanding the importance and management of emotional labor in terms of organizational reputations while also shedding light on the academic studies still needed in this field.
Academy of Management Journal, 2009
In this research, we extend emotional labor theories to the customer domain by developing and testing a theoretical model of the effects of employee emotional labor on customer outcomes. Dyadic survey data from 285 service interactions between employees and customers show that employees' emotional labor strategies of deep and surface acting differentially influence customers' service evaluations and that customers' accuracy in detecting employees' strategies can intensify this impact. We also investigate the potential moderating effects of service type on the relationship between emotional labor and customer outcomes but find no support for such an effect.
The link between emotional labor and employee performance in the services sector
Corporate Governance and Organizational Behavior Review
The lack of clarity related to the concept of emotional labor has impeded its development regardless of the conspicuous importance of emotional labor for the external and internal environments which include the employees, organizations, structure, operations, and clients. Thus, this research aims to highlight the connection between emotional labor and its impact on employee performance. This study is concerned with the employees in the services sector in the period between January 2011 and June 2022 and included a total of 21 articles. In general, this review found that emotional labor can result in positive results for the business, as enhancing workers’ satisfaction as well as performance, on the other hand, burnout and poor job performance when people are compelled to express emotions differently than their own, the findings were highlighting the consistent connection between surface acting (SA) and employee performance. Nonetheless, the findings of deep acting (DA) and the emplo...
Asian Journal of Empirical Research, 2015
The emergence of service sectors has signaled way to employment to greater extent across the various countries (Lee and Wolpin, 2006). Service sectors has catered way to many service jobs which require interpersonal contacts with customers and employees are often required to engage in emotional labour (EL). Emotions are integral part of employees and customer interactions and understanding of emotional labour will benefit the service sectors to manage employee-customer relationships better. The objective of this study is to find whether emotional labour in hotels and call centres differs based on mode of interaction. To begin with, 12 in-depth Interviews were conducted from service employees. Then, standardized questionnaires were distributed to the employees to collect data through Survey method. Statistical analysis was done on 452 responses from hotels and call centres. As hypothesized, mode of interaction has an impact on emotional labour. The study also discusses managerial and...
A Study of Emotional Labor in Service Sector:Concise Study of Literature
The dominance of customers over service sector employees is increasing rapidly. Thus service sector continuously creates a sense of pressure for the employee. As a result we need to understand what ‘Emotional Labor’ is. The purpose of the research paper is to clarify what emotional labor is and its important aspects in service organizations. In this research paper the researcher tries to explain the concept of emotional labor and the various factors which determines thepressure on the employees. This paper contributes to the existing literature by assimilating different works done in this domain and providing a comprehensive understanding of emotional labor. This paper focuses on some of the critical issues, about which, the existing literature on emotional labor is silent and thus, providing a platform for further research. Key words: Emotional labour, service sector.