The concept of emotional labour was first introduced by sociologist Arlie Hochschild in her book “ The Managed Heart: The Commercialization of Feeling ”. She described emotional labour as the work performed by an employee in displaying specific emotions with the objective of inducing particular emotions in and responses from customers who avail of the employee’s service. Thus, service employees need to exercise control over their emotions to influence the emotions of the customer and induce the desired response. Emotional labour is emotion management within the workplace according to employer expectations. According to Hochschild, jobs involving emotional labour have the following characteristics:
• Require face- to- face or voice- to- voice …show more content…
On a personal level, they are values defining the appropriateness of emotional displays communicated from one generation to the next, determining an individual’s social and cultural identity. They not only integrate appropriateness of expression but also evaluate behavioral responses relative to appropriateness.
Determinants of Emotional Labour:
The determinants of emotional labour are:
• Societal, occupational, and organizational norms: an employee’s commitment to display rules is affected by the emotional culture to which he belongs.
• Dispositional traits and inner feelings on the job like emotional expressiveness of an employee or his level of career identity, which affects the dissonance between the employee’s expressed behaviour and emotional behaviour.
• Supervisory regulation of display rules which have a direct effect on an employee's beliefs about high- performance expectations.
Occupations that require high emotional labour are nurses, physicians, therapists, health sector employees, hospitality sector employees, protective service employees and bill- …show more content…
This is relevant because employees’ service interactions with customers affect customer outcomes like service quality and customer loyalty, which are indicators of the continuity of the customers with the service.
Service organizations follow emotional display rules, which are the behavioral norms indicating the appropriateness of emotions that are expressed or suppressed in front of customers. Emotion regulation is the method by which individuals influence the emotions they experience, how and when they experience and express. Emotional labour is a specific kind of emotion regulation. There are two types of emotion regulation related to the two strategies of emotional labour; deep acting and surface acting.
• Antecedent- focused emotion regulation – This involves modification of the perceptions of a situation by an individual by means of cognitive reappraisal or by drawing on emotional memories before the complete development of emotions. This type is similar to the emotional labour strategy of deep acting.
• Response- focused emotion regulation – This involves changing the portrayal of an emotion after experiencing it and not modification of the perceptions of the situation. This type is similar to the emotional labour strategy of surface
• Require face- to- face or voice- to- voice …show more content…
On a personal level, they are values defining the appropriateness of emotional displays communicated from one generation to the next, determining an individual’s social and cultural identity. They not only integrate appropriateness of expression but also evaluate behavioral responses relative to appropriateness.
Determinants of Emotional Labour:
The determinants of emotional labour are:
• Societal, occupational, and organizational norms: an employee’s commitment to display rules is affected by the emotional culture to which he belongs.
• Dispositional traits and inner feelings on the job like emotional expressiveness of an employee or his level of career identity, which affects the dissonance between the employee’s expressed behaviour and emotional behaviour.
• Supervisory regulation of display rules which have a direct effect on an employee's beliefs about high- performance expectations.
Occupations that require high emotional labour are nurses, physicians, therapists, health sector employees, hospitality sector employees, protective service employees and bill- …show more content…
This is relevant because employees’ service interactions with customers affect customer outcomes like service quality and customer loyalty, which are indicators of the continuity of the customers with the service.
Service organizations follow emotional display rules, which are the behavioral norms indicating the appropriateness of emotions that are expressed or suppressed in front of customers. Emotion regulation is the method by which individuals influence the emotions they experience, how and when they experience and express. Emotional labour is a specific kind of emotion regulation. There are two types of emotion regulation related to the two strategies of emotional labour; deep acting and surface acting.
• Antecedent- focused emotion regulation – This involves modification of the perceptions of a situation by an individual by means of cognitive reappraisal or by drawing on emotional memories before the complete development of emotions. This type is similar to the emotional labour strategy of deep acting.
• Response- focused emotion regulation – This involves changing the portrayal of an emotion after experiencing it and not modification of the perceptions of the situation. This type is similar to the emotional labour strategy of surface