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RESEARCH PROJECT REPORT
ON
TOPIC OF IMPACT OF EMOTIONAL LABORON JOB RELATED AFFECTIVE WELL BEING
WITH SPECIAL REFERENCES OF BANKING
SECTOR
SUBMITTED TOWARDS PARTIAL FULFILLMENT
FOR THE AWARD OF
MASTER OF BUSINESS ADMINISTRATION
(2013-2014)
UNDER THESUPERVISION OF: SUBMITTED BY:
MISS. ILA MEHROTRA TARUN AGRAWAL
128410161
INSTITUTE OF BUSINESS MANAGEMENT
GLA UNIVERSITY, MATHURA
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DECLARATION
This is to certify for Report entitled TOPIC IMPACT OF EMOTIONAL LABOR ON JOB
RELATED AFFECTIVE WELLBEING. Which is submitted by me towards partial fulfillment
for the requirement of the award of degree MBA from GLA UNIVERSITY, MATHURA
comprises only my original work and due acknowledgement has been made in the text to all
other material used.
DATE NAME OF STUDENT
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ACKNOWLWDGEMENT
In preparation of this report by me, I feel great pleasure because it gives me extensive practice
knowledge in my career. I get idea about emotional labor and job related affective well being in
the banking sector by this project.
I am indeed grateful to professor. MISS. ILA MEHROTRA for giving me project as it help me
in enhancing my knowledge and also for providing me the necessary guidance and facility
required for completion of this project and for being an effective source of inspiration.
I would like to take opportunity to express my gratitude towards all of them who have
contributed directly and indirectly in my project work.
I express my deep sense of gratitude to my mentor, MISS. ILA MEHROTRA for this valuable
guidance during my project work.
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EXECUTIVE SUMMARY
This project sought to extend the understanding of the emotional labor performed by service
workers in the banking sector, in order to identify more clearly the skills required to perform
such labor and the management strategies which can support service workers in their client
service work.
The performance of emotional labor involves the display of organizationally desired
emotion, such as friendliness, by customer service workers in their interactions with customers
or clients. It is significant activity as the skill with which emotional labor is performed impacts
on perceptions of service quality. Another contributing factor to perceptions of service quality is
the personality of service workers, as the service exchange is essentially a social interaction.
It is generally recognized that there can be either positive or negative consequences
for those performing emotional labor, depending on how it is performed. One of the negative
consequences of theperformance of such labor is burnout, a syndrome of emotional exhaustion
and cynicism observed amongpeople who do peoplework.This syndrome is of significance to
managers, as it can lead to deterioration in the quality of service provided and appears to
contribute to job turnover, absenteeism and low morale.
Through a focus group and a series of discussing with banking employees and service
workers in the accommodation, banking sectors. the study revealed a lack of awareness of theterm emotional labor. It did show however, that experientially,the discussion understood very
well the challenges of emotion management in the course of their client service work. Although
the performance of emotional labor was readily and widely accepted as being part of the job,
the need to support workers was also widely acknowledged.
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Table of Contents
SI.NO. Particulars Page No.
1. Chapter 1
1.1 Introduction to the Topic 8
1.2 Significance of the study
1.3 Objective of the Study
2. Chapter 2 14
2.1 Overview of the banking sector 15
3. Chapter 3 16
3.1 Research Methodology 18
4 Chapter 4 19
4.1 Literature review
5 Chapter 5 20
5.1 Data Analysis and Interpretation Literature review 23
6. Chapter 6
6.1 findings 30
7. Chapter 7
7.1 Conclusion 35
7.2 Suggestion and Recommendations
7.3 Bibliography
7.4 Appendix
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INTRODUCTION TO THE TOPIC
Emotional labor is the work a person does to make his or her displayed emotions match those
expected for a position. Some people have more difficulty with this type of work than others, and
for many people emotional labor can lead to increased stress and burnout. The most easily
recognizable case of emotional labor is when a supervisor demands that employees incustomer
servicepositions smile and remain pleasant at all times, even in the face of insults. Jobs in which
the employee's intelligence is valued more than his or her physical presence often require less
emotional labor, so this type of labor disproportionately punishes the poor and disenfranchised.
Emotional labor applies to both mens and womens work, but is the softer
emotions, those required in relational tasks, such as caring and nurturing, that disappear most
often from job description, performance evaluations, and salary calculations (Guy, M. E. and
Newman, 2004, p.289).
As per Hochschilds (1983) dramaturgical perspective the two main ways
through which actors manage their emotions states that these acting, where one regulates the
emotional expressions, and through deep acting, where one consciously modifies feelings in
order to express the desired emotion.
Emotional labor is control of a persons behavior to display the appropriate emotions. This
means that a person evokes or suppresses certain emotions to conform to social norms. The
concept of emotional labor is not confined to the workplace; it invades every aspects of life
(Wharton, 2009:148). Hochschild (1983) describes two types of emotional acting: surface acting
and deep acting.
(i) Surface acting is expressing and emotion without feeling that emotion. This is the type of
emotional acting of most concern in the workplace. Surface acting most often involves the
masking of negative emotions, such as anger, annoyance, sadness, etc., with happier emotions,
such as happiness, care, excitement, etc.,
SURFACE ACTING DEEP ACTING
http://www.wisegeek.com/what-is-customer-service.htmhttp://www.wisegeek.com/what-is-customer-service.htmhttp://www.wisegeek.com/what-is-customer-service.htmhttp://www.wisegeek.com/what-is-customer-service.htm -
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(ii) Deep acting refers to two different emotional actions. The first is to exhibit the actual
emotion that you feel. The other is true method acting, using past emotional experiences to
encourage real emotion that you may not have felt otherwise.
There are three basic characteristics of emotional labor:
1. The face-to-face or voice contact between social workers and clients
2. The expression of specific emotions and attitudes during work that might be in contrast with
the real feelings that the individual experiences
3. The display rules derive from three main sources:
a). Training programs for a particular profession
b). Organizational norms of work behavior
c).Social stereotypes of behavior for certain occupational categories (Hochschild, 1983: 24;
Wharton, 2009:155).
The concept of emotional labor describes the management of emotions as
part of everyday work performance. Hochschild (1983) first disclosed this emotional demand on
service providers in her study of flight attendants. She coined the term emotional labor to
describe this occupational emotional demand. According to Hochschild (1983:7), emotional
labor is defined as*Ankara University, Faculty of Health Sciences, Department of Social Work
the management of feeling to create a publicly observable facial and bodily display; emotional
labor is sold for a wage and therefore has exchange value. Thisdefinition explicitly delineatesthat service providers are required to regulate or manage their felt emotions. After Hochschild
(1983), much research has been
conducted to further explore the concept of emotional labor on fast-food employees, waitresses,
amusement park employees, cashiers, 911 dispatchers, police officers, to name a few. In this
point; it can be said that emotional labor asconcept is neglected both theory and application in
social work
Emotional labor is described as the effort, planning, and control needed to
express organizationally desired emotions during interpersonal transactions. Hochschild points
out those service providers often undertake acting strategies, surface or deep acting, to manage
their emotions and to display their emotional labor (Hochschild 1979). For that reason those
business entities which provides services and interacts with customers must understand their
employees emotional labor status. This will assist them in ensuring their first line employees
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will always in a good mood and emotions while facing the customers. How? Training,
knowledge exposure to Emotional Intelligence would be a great mark for the emotions stability
Emotion during Mumby and Putnam (1992) conceptualized emotional labor as, the way
individuals change or manage emotions to make them appropriate or consistent with a situation,
a role, or an expected organizational behavior. According to this view, expression of wider
range of emotions at work is desirable, not to enhance productivity but to foster subjective
wellbeing of the organizational members and their families.
According to Morris and Feldman (1996),emotional labor is the effort, planning, and
control needed to express organizationally desired interpersonal transactions.
Emotional labor as a necessary skill
Emotional labor or emotion work is the engagement, suppression, or evocation of the workers
emotions necessary to get the job done; it can be purposeful or unplanned, and influences the
actions and responses of others. In general, the performance of emotion work requires a wide
range of personal and interpersonal skills, which, like most skills, are based on talent and
individual characteristics but can be honed and refined through practice and training. Emotional
labor occurs in the context of a wide variety of organizations, and nature
of these organizations can shape the expression and experience of emotional labor(Ashforth and
Humphrey, 1993: 89). Another way to think about emotional labor is to view it as a specialized
form of knowledge work for jobs that require person-to-person transactions. Emotional labor
requires face-to-face or voice-to-voice interactions, emotive sensing, perceptiveness, active
listening, negotiating, empathizing, developing
Rapport and monitoring ones own affect as well as that of others. Emotional labor requires
affective sensitivity and flexibility with ones emotions as well as with those of others.
Emotional labor as performance
Emotional labor is proactive and reactive performance. It is deliberate and artful, and it is
reactive and, to a degree, outside the conscious control of the worker. It is relational work that is
tempered by the affective skills of the worker, the affective skills of the worker, the affective
state of the client, and the purpose and nature of the exchange between worker an client. It
requires the artful sensing of the others emotional state and crafting of ones own affective
expression so as to elicit the desired response on the part of the other (Zapf, 2002:240).
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For the skilled professional worker, emotional labor becomes a performance art designed to elicit
a predetermined desirable outcome. This outcome may be directly related to client outcomes,
such as better parenting or job skills, or their own emotional responses (Guy, Newman,
Mastracci and Maynard- Moody, 2010:298). 6 In this point, the role of social work educational
institutions becomes crucial in development of a workforce that not only will be aware of the
informal emotional skills necessary in practice but will also know how to use them effectively
for his/her personal benefit as well as for the benefit of clients.
Job related affective well being
Well-being has become an area of great importance in recent years, and much research has been
conducted to investigate the effects of personal and environmental factors on well-being.
However, to date, very little research has examined the combined effects of many factors on
Well-being (Warr, 1999). There exists in the literature a need for the development and testing of
models which consider the combined influence of many features on well-being. One such models
that developed by Warr (1999).
Well-being is often measured along a single dimension, from feeling good to feeling bad.
However, the complexities of affective well-being are better understood through the use of two
separate dimensions, namely pleasure and arousal (Warr, 1987). These dimensions are laid
out in a two-dimensional model of well-being which may be viewed in Appendix B. In this
model, a persons wellbeing may be described in terms of its location relative to these two
dimensions and to the midpoint of the model (Warr, 1987). Warr (1999, p393) explains that a
particular degree of pleasure or displeasure may be accompanied by high or low levels of mental
arousal, and a particular quantity of mental arousal (sometimes referred to as activation) maybe
either pleasurable or un pleasurable. The value of using a two dimensional model rather than
single dimension to understand wellbeing was supported by Matthews, Jones and Chamberlain
(1990) in their research.
Well-being can also be defined as the anticipation, recognition, evaluation and control of
conditions at that may cause adverse health effects and poor performance (keita & sauter,
1992:202) employees must provide and maintain as far as reasonably practicable a working
environment that is safe and with out risk to the health of his employees.
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Well being is a state within an individual of acceptable equilibrium or balance between his or her
health of his employees.
Luthans (1998:145-146) listed 5 dimensions that influence employees well being.
(i) The work itself: the concept of the work itself is a major source of satisfaction. Some
of the most important ingredients of a satisfying job uncovered by surveys include
interesting and challenging work, work that is not boring and a job that provides
status.
(ii) Pay: wages and salaries are recognized to be a significant but a cognitively complex
and multidimensional factor in job satisfaction. Money not only helps people attain
their basic needs but is instrumental in providing upper-level need satisfaction .
(iii) Promotion: promotion opportunities seem to have a varying effect on job satisfaction.
This is because promotion takes a number of different forms and has a variety of
accompanying rewards. For example individuals who are promoted on the basis of
seniority often experience job satisfaction but not as those who are promoted on the
basis of performance.
(iv) Supervision: supervision is another moderately important source of job satisfaction. It
can be said that seem to be two dimensions of supervisory style that affect job
satisfaction. One is employee centeredness, which is measured by the degree to which
a supervisor takes a personal interested in the employees welfare. It is commonlymanifested in ways such as checking to see how well the subordianate is doing.
Providing advice and assistance to the individual and communicating with the worker
on a personal as well as official level.
(v) Working condition: working condition have a modest effect on job satisfaction. If the
working conditions are good (clean, attractive, surrounding for instance), the personal
will find easier to carry their jobs. If the working conditions are poor (not, noisy
surrounding for example), personnel will find it more difficult to get things done, in
other words the effect of working are good, there may or may not be a job satisfaction
problem, if things are poor, there very likely will be. Most people do not give
working conditions a great deal of thought unless they are extremely bad.
Additionally, when there are complaints about working conditions, these sometimes
are really nothing more than manifestations of other problems. For the purpose of
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their study, the focus of job related affective well being is directly linked with the
workplace.
As per my concern emotional labor is particular very challenging task. A large part of the
challenge comes from the need the hide the emotions, acceptance, and continue to smile and
nod your hand, even when receiving negative or critical feeling.
Emotional labor in the service sector
It has been estimated that some degree of emotional labor is present in approximately two-thirds
of workplace communications (Mann, 1999). Nonetheless, it is a fundamental component of
service work where a high degree of emotional control may be required to maintain positive
relations with customers (Brotheridge and Grandey, 2002). Although members of other
occupational groups, such as physicians and the police, experience situations that are emotionally
taxing, it has been argued that they possess the authority to tip the interactional control balance
in their favor (Tolich, 1993, p. 366). Customer service providers are typically subordinate to
their consumers; their interactions with members of the public tend to be routine and scripted,
constraining opportunities for personal expression (Grandey et al., 2004; Grandey and Fisk,
2006). A fundamental goal of service work is to make interactions with customers warm and
friendly and prevent emotional leakage of boredom orfrustration (Leidner, 1999; Putnam and
Mumby, 1993; Schneider and Bowen, 1999; Zapf et al., 2003). Customer service providers are
frequently required to treat customers politely even when subjected to abuse (Glomb and Tews,
2004).
The manner in which service sector employees manage their emotional states promotes customer
spending and repeat business (Tsai and Huang, 2002). There is evidence that customers have
become more adept in discerning the difference between genuine emotional display in service
providers and that which is feigned (Taylor, 1998). The quality of employee-customer
interactions, and how to enhance this, is therefore of considerable concern for management.
Emotional display rules may be communicated through company mission statements, staff
handbooks, training and performance appraisals and more implicitly disseminated through
organizational socialization processes (Bolton, 2000; Seymour and Sandiford, 2005; Zapf, 2002).
Rules may be enforced through random monitoring of telephone calls, customer service
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questionnaires, video surveillance and mystery customers (Noon and Blyton, 1997; Deery et
al., 2002; Rafaeli and Sutton, 1989). Employees who are deemed to perform poorly are often
penalized (Tolich, 1993).
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IMPORTANCE OF STUDY
1. An ideal emotional labor will have positive impact on the efficiency and results produced
by employees, it will encourage the employees to perform better and achieve the
standards fixed.
2. The outcomes of emotional labor are extremely important in studies relating to
employees in the service sector as it directly effects employee turnover and
organizational sustainability.
3. The emotional labor is important to choose best employees who hide the emotions at the
workplace and focus on the task and easily handle a critical situation during the task
performance.
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OBJECTIVES OF STUDY
1. The primary purpose of this study is to understand the concept of emotional labor and its
important in service sector with special reference to banking industry.
2. To study the impact of emotional labor on job related affective well-being.
3. To analyze the individual characteristics that affect the way employees perform emotional
labor.
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INTRODUCTION TO BANKING SECTOR
The Indian banking system has undergone significant structural transformation since the 1990s. An
administered regime under state ownership until the initiation of financial sector reforms in 1992, the
sector was opened to greater competition by the entry of new private banks and more liberal entry of
foreign banks in line with the recommendations of the Report of the Committee on the Financial System
(chaired by Shree M. Narasimham):
Freedom of entry into the financial system should be liberalized and the Reserve Bank should now permit
the establishment of new banks in the private sector, provided they conform to the minimum start up
capital and other requirements and the set of prudential norms with regard to accounting, provisioning and
other aspects of operations. (Government of India, 1991, p.72)
A second Committee on Banking Sector Reforms (also chaired by Shree M. Narasimham) was appointed
in 1998 to review the record of implementation of financial system reforms and to look ahead and chart
the reforms necessary in the years ahead. In its stocktaking of the recommendations of the first phase of
reforms, the Committee observed that:
One of the more significant measures instituted since 1991 has been the permission for new
Private Banks to be set up, and the more liberal approach towards foreign bank offices being opened in
India. These steps have enhanced the competitive framework for banking the more so as the new
private and foreign banks have higher productivity levels based on newer technology and lower levels of
manning. (Government of India, 1998, Para 1.21) During this period, ownership in public sector banks
was also diversified. Along with the flexible entry norms for private and foreign banks, this changed the
competitive conditions in the banking industry. The importance of competition was also recognized by
the Reserve Bank, when it observed that:
Competition is sought to be fostered by permitting new private sector banks, and more liberal entry
of branches of foreign banks.Competition is sought to be fostered in rural and semi-urban areas also by
encouraging Local Area Banks. Some diversification of ownership in select public sector banks has
helped the process of autonomy and thus some response to competitive pressures. (Reddy, 2000) and
more recently:
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The competition induced by the new private sector banks has clearly re-energized the Indian banking
sector as a whole: new technology is now the norm, new products are being introduced continuously, and
new business practices have become common place. (Mohan, 2004)Prior to the initiation of financial
sector reforms in 1992, the Indian financial system essentially catered to the needs of planned
development, and the government sector had a predominant role in every sphere of economic
activity. The preemption of a large proportion of bank deposits in the form of reserves and an
administered interest rate regime resulted in high-cost and low quality financial intermediation.
The existence of a complex structure of interest rates arising from economic and social concerns
about providing concessional credit to certain sectors resulted in cross subsidization, which
implied that higher rates were charged to non-concessional borrowers. The system of
administered interest rates wascharacterized by detailed regulatory prescriptions on lending and
deposits, leading to amultiplicity of interest rates. As a result, the spreads between deposit and
lending rates ofcommercial banks increased, and the administered lending rates did not factor in
credit risk.The lack of transparency, accountability, and prudential norms in the operations of
thebanking system led also to a rising burden of non-performing assets. On the expenditure
front, inflexibility in licensing of branches and management structures constrained the
operational independence and functional autonomy of banks and raised overhead costs. The
financial environment during this period was characterized by segmented and underdeveloped
financial markets. This resulted in a distortion of interest rates and the inefficient allocation of
scarce resources.2 The banking system in India consists of commercial and cooperative banks,
with the formeraccounting for around 98 percent of banking system assets. The entire segment is
referred to asScheduled Commercial Banks, because they are included in the Second Schedule
of the Reserve Bankof India Act, 1934.
The period 1992-97 laid the foundations for reform in the banking system
(Rangarajan, 1998). It saw the implementation of prudential norms pertaining to capital
adequacy, income recognition, asset classification, provisioning, and exposure norms. Whilethese reforms werebeing implemented, the world economy also witnessed significant changes,
coinciding withthe movement towards global integration of financial services (Government of
India, 1998).Against such a backdrop, a second government-appointed committee on banking
sector reforms provided the blueprint for the current reform process (Government of India,
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1998).Critical and noteworthy reforms in the financial system during the reform period included
thefollowing (Bhide, Prasad, and Ghosh, 2001)
Lowering of statutory reserve requirements to the current levels of 5 percent for cashreserves
and 25 percent for statutory liquidity ratios.
Liberalizing the interest rate regime, allowing banks the freedom to choose theirdeposit and
lending rates.
Infusing competition by allowing more liberal entry of foreign banks and permitting the
establishment of new private banks.
Introducing micro-prudential measures such as capital adequacy requirements, income
recognition, asset classification and provisioning norms for loans, exposure norms, and
accounting norms.
Diversifying ownership of public sector banks by enabling the state-owned banks toraise up to
49 percent of their capital from the market. Seventeen state-owned banksaccessed the capital
market and raised around 82 billion rupees (Rs) as of end-March2004.
Mandating greater disclosure in the balance sheets to ensure greater transparency.
Adopting a consultative approach to policy formulation with measures being ushered in after
discussions with market participants to provide useful lead time to marketplayers to make
necessary adjustments.
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RESEARCH METHODOLOGY
Data had been collected by primary and secondary methods. Research Methodology is a way to
systematically solve the research problem. It may be understood as a science of studying how
research is done scientifically. The study of research methodology gives the student the
necessary training in gathering material and arranging them.
DATA COLLECTION
The task of data collection begins after a research problem has been defined and research design/
plan chalked out. While deciding about the method of data collection to be used for the study, the
researcher should keep in mind two types of data.
There are two types of data.
Primary data
Secondary data
My study based on primary data. Which through collect with the help of hr manager of yatra.com
Primary Sources:
To communicate with the management officers
To conduct a questionnaire
Secondary Sources:To help with the different journals and past study to the topic to collect data and
understand the what impact of the emotional labor on job related affective well being.
Research Design:
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A research design is the arrangement of conditions for collection and analysis of data in a
manner that aims to combine relevance to the research purpose with economy in procedure. I
used Descriptive type of research.The main goal of this type of research is to describe the data
and characteristics about what is being studied. Descriptive research is mainly done when a
researcher wants to gain a better understanding of a topic. Descriptive research is the exploration
of the existing certain phenomena.
Sample design
A sample of 100 individuals from 12 different banks employees (public bnaks as well as
private banks) participated in this study. Selections of respondents at random have also been
done on the basis of accessibility & co-operation of employees.
Tools for study
1. To collect the data through communicate with the staff of different banking sector
employees..
2. To conduct a questionnaire
3. To take data through study of journals, past study etc.
.Questionnaire
The questionnaire was divided in to two sections keeping in terms of job profile of the selected
sample, working environment, market segment, operating hours and the type of people they are
dealing with in their day to day activities. Earlier recognized scale on emotional labor, job
related affective well-being. These scale was developed by man (man emotion requirements
inventory), and ( job related affective well-being) JAWS was developed by Katwyk et al.
(2000).
Demographic information for the sample was collected on the questionnaire. This information
integrated: occupancy, ethnicity, as well as, age and gender (control variables).
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LITERATURE REVIEW
Emotional laborEmotions are feelings that people experience, interpret, reflect on, express, and manage (Thoits,
1989; Mills and Kleinman, 1988). They arise through social interaction, and are influenced bysocial, cultural, interpersonal, and situational conditions (Martin, 1999). In many situations in
our daily lives, we often find ourselves suppressing feelings and displaying a more socially
accepted emotion that is deemed more appropriate. For example, showing excitement about a
colleagues promotion or suppressing anger when being cut off by someone in a waiting line.
Regulating ones emotions to comply with social norms then is referred to as emotion work
(Hochschild, 1990; p. 118). When our job roles require us to display particular emotions and
suppress others, we do our emotion management for a wage. Hochschild (1983) termed this
regulation of ones emotions to comply with occupational or organizational norms as emotional
labor. She defined emotional labor as the management of feeling to create a publicly
observable facial and bodily display; emotional labor is sold for a wage and therefore has
exchange value (Hochschild, 1983; p.7).
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According to Hochschild (1983), jobs involving emotional labor possess three characteristics:
they require the workers to make facial or voice contact with the public; they require the worker
to produce an emotional state in the client or customer, and they provide the employer with an
opportunity to exert some control over the emotional activities of workers (Hochschild, 1983).
Ashforth and Humphrey (1993) defined emotional labor as the act of displaying the appropriate
emotion. Their definition differs from Hochschilds (1983), since their definition emphasizes
the actual behavior rather than the presumed emotions underlying the behavior (Ashforth&
Humphrey, 1993).
As the flight attendants described in Hochschilds study, to comply with the emotion requirement
of the organizations, service providers need to practice to play roles, fake a smile or a laugh, and
try to maintain a happy appearance (Hochschild, 1983; Karabanow, 1999). In other words,
when interacting with the public under the guidance of organizations, service providers manage a
publicly displayed emotion that is not necessarily privately felt. Managing emotions then become
public acts when emotions are sold as products which need to be monitored by the company
(Hochschild, 1983). As Albrecht and Zemke (1985) stated, the service person must deliberately
involve his orher feelings in the situation. He or she may not particularly feel like being cordial
andbecoming a one-minute friend to the next customer who approaches, but that is indeed what
interactive work entails (p.114).
Job related affective well being
Well-being is an essential component of the current research, as it lies at the centre of the model
Well-being, a distinction may be made between physical and psychological well-being. Physical
well-being is usually operational through measures of physical health, such as heart health
(Kubzansky et al., 1997), or other physical symptoms such as headaches, dizziness, and stomach
problems (Ruthig, Chipperfield, Perry, Newall, & Swift,2007). Psychological well-being is most
frequently operational through measures of positive and negative emotions and life satisfaction
(e.g. Ruthig et al., 2007).
Much research has been conducted to investigate the effects of variables such as age and gender
on job-specific well-being (for example Clark, Oswald, &Warr, 1996; Rystedt, Johnsson&
Evans, 1998). Rystedt et al. (1998) examined the effects of stressors on the wellbeing of male
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and female bus drivers. The sample consisted of 52 bus drivers who were employed full-time and
worked at the same terminal in Central Stockholm, Sweden
Coetzee, et al. (1997: 63) define job well being as that science and art devoted to the recognition,
evaluation and control of those environment factors and stresses arising in or from the
workplace, which may cause sickness, impaired health and well being.
Keita and sauter (1992: 201) define job well being as a dynamic state of mind
characterized by reasonable harmony between persons ability, needs and expectations and
environmental demands and opportunities.
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DATA ANALYSIS
The following steps will help understand the interpretation and analysis of data.
Test Statistic
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Analysis: - The reliability statistics is .778 that is accepted for the research project.
Case Processing Summary
N %
Cases Valid 100 100.0
Excludeda 0 .0
Total 100 100.0
a. List wise deletion based on all variables in
the procedure.
Reliability Statistics
Cronbach's
Alpha
Cronbach's
Alpha Based
on
Standardized
Items
N of
Items
.778 .764 34
Summary Item Statistics
Mean Minimu
m
Maximu
m
Range Maximum /
Minimum
Varianc
e
N of
Items
Item Variances 2.445 .713 5.545 4.832 7.776 1.863 34
Inter-Item
Covariances
.229 -1.208 3.246 4.454 -2.686 .273 34
Inter-Item
Correlations
.087 -.384 .707 1.092 -1.840 .036 34
Scale Statistics
Mean Variance Std.
Deviation
N of
Items
130.54 339.867 18.435 34
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DEMOGRAPHIC ANALYSIS
Banking sector employees from across different banks with in Mathura & agra region and
participants in this study 100 respondent. The demographic of the sample of the banking sector
employees are represented in this table 1
QUA
NTIT
ATIV
E DATA ANALYSIS
1 Emotional labor:-
Total MERI Scores Categorized by Scoring Band (Table no. 2)
Emotional Labor Scoring range 17-136
s/n scale Scale(17-65)
Very high
Scale(65-90)
High
Scale( 90-114)
Moderate
Scale(114-
136) low
1. Emotional labor
scale
16% 75% 2% 7%
ANOVA
Sum of
Squares
df Mean
Square
F Sig
Between People 989.613 99 9.996
Within
People
Between Items 2528.839 33 76.631 34.571 .000
Residual 7241.867 3267 2.217
Total 9770.706 3300 2.961
Total 10760.319 3399 3.166
Grand Mean = 3.84
Table 1 Demographic details of the study group
s/n Age no. of
Male
% no. of
female
% no. %
1 20-30 19 27.54% 15 48.39% 34 34%
2 30-40 23 33.33% 11 35.48% 34 34%
3 40-50 20 28.99% 5 16.129032 25 25%
4 50-60 7 10.14% 0 0 7 7%
total 69 100% 31 100% 100 100%
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.The distribution of emotional labor scores shows that 16% of banking employees scored in the
very high and 75% in the high emotional labor scoring band respectively. That represented in
the banking sector most of the employees highly emotionally feel at the performing task in the
bank. Generally experience high levels of emotional labor in their working life. This means that
frequently have to fake emotions that they do not really feel whilst hiding those emotions that
they do feel. They may have a job that demands a great deal of contact with people, perhaps with
customers, and that involves their taking on a role that is not the real them.
1. Job related affective well being (table no. 2.1)
Job related affective well being
s/no. scale HPHA HPLA LPHA LPLA
1. Job related affective well
being
27% 27% 26% 20%
the job related affective well-being status of the banking sector employees is as follows:
(i) High pleasure/low arousal (satisfied, content, proud, pleased and calm)
(ii) High pleasure/high arousal (elated, enthusiastic, excited, cheerful and inspired)
(iii) Low pleasure/low arousal (depressed, discouraged, confused, fatigued and bored)
(iv) Low pleasure/low arousal (furious, frustrated, frightened, intimidated, disgusted)
In the table 2.1 show that the banking sector employees most highly pleasure/high arousal
(HPHA) and sometime show high pleasure/low arousal (HPLA) because of highly emotion.
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Correlation analysis
Correlations
age gender
age Pearson Correlation 1 .027
Sig. (2-tailed) .788
N 100 100
gende
r
Pearson Correlation .027 1
Sig. (2-tailed) .788
N 100 100
Series1, HPLA,
1423Series1, LPLA,
1371
Series1,
HPHA, 1472
Series1, LPHA,
1094
JOB RELATED AFFECTIVE WELL B
EINGHPLA LPLA HPHA LPHA
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DATA INTERPRETATION AND ANALYSIS
(DATA ANALYSIS OF THE EMOTIONAL LABOR)
Ques.1. How much during the encounter did you hide (or try to hide) some kind of emotion from
the other person?
1 strongly agree 1
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Analysis:- it was analyzed that most of employee hide emotional,feeling at the workplace.
Ques.2. . Because of events in my personal life or at work, I felt negative (e.g. depressed, upset,
angry, frustrated) BEFORE this encounter, but felt that I had to try to hide my feelings and put
on a brave face to the other person?
Analyzed :- it show that some employee suffering through
negative but they show a good or laughing face.
Strongly agree
agree
somewhat agree
slightly agree
neither agree nor disag
somewhat disagree
disagree
Strongly agree
agree
somewhat agree
slightly agree
neither agree nor disa
somewhat disagree
disagree
2 agree 26
3 somewhat
agree
21
4 slightly agree 9
5 neither agree
nor disagree
25
6 somewhat
disagree
10
7 disagree 6
8 strongly
disagree
1
sum 99
1 strongly agree 1
2 agree 7
3 somewhat agree 39
4 slightly agree 29
5 neither agree
nor disagree
11
6 somewhat
disagree
5
7 disagree 3
8 strongly
disagree
5
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Ques.3. Because of events in my personal life or at work, I felt positive (e.g. excited, happy,
proud) BEFORE this encounter, but felt that I had to try to hide (or tone down) my feelings from
the other person?
Note:- it was analyzed that in the banking much of employees
slightly agree that they are hide to emotions and try make happy,
excited in the workplace.
Ques.4. During the encounter, I felt that I was acting a role or taking on a role such as helper,advisor, expert, teacher, parent, counselor or boss?
Notes:- it was shows that most of employees slightly agree
they acting as help the customers and other employees as
advisor, parent etc.
Strongly agree
agree
somewhat agree
slightly agree
neither agree nor dis
somewhat disagree
disagree
Strongly agree
agree
somewhat agree
slightly agree
neither agree nor d
somewhat disagree
1 strongly agree 1
2 agree 15
3 somewhat
agree
15
4 slightly agree 39
5 neither agree
nor disagree
7
6 somewhatdisagree
8
7 disagree 12
8 strongly
disagree
3
1 strongly agree 11
2 agree 7
3 somewhat agree 16
4 slightly agree 18
5 neither agree nor
disagree
16
6 somewhat disagree 16
7 disagree 10
8 strongly disagree 6
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Ques.5. At some point during the encounter I felt that I intentionally conveyed (or attempted to
convey) a positive emotion or feeling that I did not really feel but that was appropriate at the time
(I pretended to be happy, excited, interested etc)?
1 strongly agree 1
2 agree 10
3 somewhat agree 13
4 slightly agree 20
5 neither agree nor
disagree
8
6 somewhat disagree 13
7 disagree 20
8 strongly disagree 15
Note:- it was analyzed that in the banking sector somewhat employees agree they treat the other
person, customers as a the feeling rules.
Ques.6. At some point in the encounter, I felt that I intentionally conveyed or attempted to
convey) a negative emotion or feeling that I did not really feel but that was appropriate at the
time (e.g. I pretended to be angry, upset, dismayed etc)?
Strongly agree
agree
somewhat agree
slightly agree
neither agree nordisagreesomewhat disagree
disagree
1 strongly agree 8
2 agree 5
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notes:- in the banking sector some employees disagree they feel negative at the workplace this
show the employees understand the duty & responsibility.
Ques.7. During the encounter I felt that the other person expected me to take on a role such as
helper, advisor, expert etc?
Notes:- it was analyzed that in the banking sector
most of the employees work as the acting in the workplace like helper, advisor etc.
Question.8. I felt that I acted differently in this encounter than I would have done at home or
with friends?
Ser
str
agr
Series1, 2
agree, 5, 5%
Series1, 3
somewhat
agree, 14,
14%Series1, 4
sligtly agree
7, 7%n
n
Series1, 6
somewhat
disagree, 18,
18%
Series1, 7
disagree, 15,15%
Series1,
8
strongly
disagree
, 17,
17%
Chart Title
Series1
strong
agree,
2%Series1, 2
agree, 38,
38%
Series1, 3somewhat
agree, 20,
20%
Series1, 4
sligtly
agree, 8, 8%
Series1, 5
neitheragree nor
disagre
Series1, 6
somewha
t
disagre
Series1, 7disagree,
13, 13%
Series1, 8
strongly
disagree,
4, 4%
Chart Title
3 somewhat agree 14
4 slightly agree 7
5 neither agree nor
disagree
16
6 somewhat
disagree
18
7 disagree 15
8 strongly disagree 17
1 strongly agree 2
2 agree 38
3 somewhat agree 20
4 sligtly agree 8
5 neither agree nor
disagree
4
6 somewhat disagree 11
7 disagree 13
8 strongly disagree 4
1 strongly agree 2
2 agree 12
3 somewhat agree 25
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Note:- it was analyzed that somewhat employees agree feel very friendly in the work place.
Question.9. I felt a bit fake as if I was not really being me at some point in this encounter?
Note:- it was show that in the banks most employees
slightly agree that they feel fake as a emotional labor.
Question.10. I felt that I suppressed or hide (or tried to)
positive emotions at some point in this encounter (e.g. I felt happy or excited but tried not to
show it)?
Notes:- in the banking sector much of employees hide
emotion employees say that they not support proper I mean
Series1,
1
strongly
agree,
Series1, 2
agree, 12,
Series1, 3
somewhat
agree, 25,
25%
Series1,
4 sligtly
agree,
19, 19%
Series1, 5
neither agree
nor disagree,
14, 14%
Series1, 6
somewhat
disagree, 12,
12%
Seri
disag
1
Series1,
Other, 28,
28%
Chart Title
1 strongly agre
2 agree
3 somewhat ag
1 strongly agree
2 agree
3 somewhat agree
4 sligtly agree
4 slightly agree 19
5 neither agree nor disagree 14
6 somewhat disagree 12
7 disagree 11
8 strongly disagree 5
1 strongly agree 4
2 agree 153 somewhat agree 19
4 slightly agree 24
5 neither agree nor
disagree
8
6 somewhat disagree 14
7 disagree 8
8 strongly disagree 8
1 strongly agree 0
2 agree 6
3 somewhat agree 9
4 slightly agree 15
5 neither agree nor
disagree
25
6 somewhat disagree 14
7 disagree 18
8 strongly disagree 13
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neither agree nor disagree.
Question.11. I felt that I suppressed or hid (or tried to) negative emotions at some point in this
encounter (e.g. I felt angry, depressed or dismayed but I tried not to show it)?
Note:- it was analyzed that in the banking sector employees
most employees disagree that they show hide negatively emotions.
Question.12. I felt that at some point, the other person expected me to have a particular face or
disposition (e.g. the expected me to act friendly, helpful, enthusiastic, cool, emotionless, distant,
warm etc?
Note:-
1 strongly ag
2 agree
3 somewhat
4 sligtly agre
5 neither ag
disagree
Chart Title 1 strongly ag
2 agree
3 somewhat
4 sligtly agre
5 neither ag
disa ree
1 strongly agree 2
2 agree 6
3 somewhat agree 17
4 slightly agree 10
5 neither agree nor
disagree
17
6 somewhat disagree 10
7 disagree 25
8 strongly disagree 13
1 strongly agree 3
2 agree 14
3 somewhat agree 23
4 slightly agree 11
5 neither agree nor
disagree
19
6 somewhat disagree 17
7 disagree 8
8 strongly disagree 5
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Question.13. I psyched myself up so that I would genuinely feel any emotion that I was
expected to feel (e.g. the other person was very excited so I tried to work up enthusiasm too)?
Notes:- it was analyzed that much of employees feel
genuinely at the work place
Question.14. At some point, I laughed r frowned because it was expected rather than because I
found something amusing or distressing?
Notes:- it was so much of employees said neither agree nor
disagree
Question.15. At some point I felt stressed or found it a strain because I could not show my true
feelings (because it would not have been appropriate)?
Series1, 1
strongly
agree, 1
Series1, 2
agree, 15
Series1, 3
somewhat
agree, 26
Series1, 4
sligtly agree,
25
Series1, 5
neither agree
nor disagree,
20 Series1, 6
somewhat
disagree, 4
Series1, 7
disagree, 4
Serie
stro
disagr
1 strongly agree 2 agree
3 somewhat agree 4 sligtly agree
5 neither agree nor disagree 6 somewhat disagree
7 disagree 8 strongly disagree
Series1,
1
strongly
agree, 2,
2%
Serie
agreeSeries1, 3
somewhat
agree, 15, 15%
Series1, 4
sligtly agre
15, 15%Series1, 5
neither agree
nor disagree,
18, 18%
Series1, 6
somewhat
disagree, 11,
11%
Series1, 7
disagree, 16,16%
Series1,
8
strongly
disagree,
17, 17%
1 strongly agree 1
2 agree 15
3 somewhat agree 26
4 slightly agree 25
5 neither agree nor
disagree
20
6 somewhat disagree 4
7 disagree 4
8 strongly disagree 5
1 strongly agree 2
2 agree 6
3 somewhat agree 15
4 slightly agree 15
5 neither agree nor
disagree
18
6 somewhat disagree 11
7 disagree 16
8 strongly disagree 17
1 strongly agree 6
2 agree 17
3 somewhat agree 8
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Note:- it was analyzed that not feel stressed at the workplace say most of the employees
Question.16. At some point during the encounter I felt stressed or found it a strain because it was
difficult to maintain the role that I was taking on?
Notes:- it was analyzed that so much employees said they
are not agree not disagree that they feel stress and not follow proper role to perfume the job.
Question.17. I felt that there were rules or protocol about how I spoke or acted in this encounter
(e.g. my company expects people in my position to behave in a certain way or have a certain
manner)?
Chart Title
1 strongly agree 2 agree
3 somewhat agree 4 sligtly agree
5 neither agree nor disagree 6 somewhat disagree
7 disagree 8 strongly disagree
Chart Title1 strongly agree
2 agree
3 somewhat agree
4 sligtly agree
5 neither agree no
disagree
4 slightly agree 12
5 neither agree nor
disagree
8
6 somewhat disagree 10
7 disagree 21
8 strongly disagree 18
1 strongly agree 7
2 agree 13
3 somewhat agree 13
4 sligtly agree 15
5 neither agree nor
disagree
25
6 somewhat disagree 5
7 disagree 13
8 strongly disagree 9
1 strongly agree 4
2 agree 35
3 somewhat agree 13
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Notes:- it was analyzed that most of employees agree with my company expects people in my
position to behave in a certain way or have a certain manner.
DATA ANALYSIS OF JOB RELATED AFFECTIVE WELL BEING
Question.1. my job made me feel at ease?
Analysis:- it was analyzed that most of employees feel at ease at the workplace to performing
1 strongly agree
2 agree
3 somewhat agr
4 sligtly agree
5 neither agree
6 somewhat dis
7 disagree
8 strongly disag
never
rarely
sometimes
often
always
4 slightly agree 10
5 neither agree nor
disagree
12
6 somewhat
disagree
14
7 disagree 6
8 strongly disagree 6
1 never 8
2 rarely 12
3 sometimes 16
4 often 22
5 always 42
total 100
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job
Question.2. My job made me feel angry?
Analysis:- it was analyzed that in some case they feel angry in rare case through dealing with
customer its the basic human nature .
Question 3. My job made me feel anxious?
Analysis:-it was analyzed that sometime employees feel very anxious, restless at the job
performing time.
1 neve
2 rare
3 som
4 ofte
5 alwa
1 ne
2 rar
3 som
4 oft
5 alw
1 never 12
2 rarely 46
3 sometimes 23
4 often 15
5 always 4
total 100
1 never 3
2 rarely 41
3 sometimes 42
4 often 10
5 always 4
total 100
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Question 4. My job made me feel bored?
Analysis:- it was analyzed that sometimes most of employees feel bored because throughinteracting with customer they hide the actual feeling, smile sometime its feeling bored.
Question 5. My job made me feel calm?
Analysis:-it was analyzed sometimes at the workplace employees feel calm, peace
Question 6. My job made me feel content?
1 never
2 rarely
3 somet
4 often
5 alway
1 never
2 rarely
3 sometim
4 often
5 always
5 total
1 never 15
2 rarely 23
3 sometimes 41
4 often 12
5 always 9
total 100
1 never 1
2 rarely 16
3 sometimes 50
4 often 16
5 always 17
total 100
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Analysis:- it was analyzed that most of employees often feel content through job which through
they perform task amazingly
Question 7. My job made me feel depressed?
Analysis:- it was analyzed that sometime most of the employees feeling depressed at the job
performing time
Question 8. My job made me feel discouraged?
1 nev
2 rare
3 som
4 ofte
5 alw
1 never
2 rarely
3 sometime
4 often
5 always
1 never 3
2 rarely 25
3 sometimes 18
4 often 39
5 always 15
total 100
1 never 10
2 rarely 34
3 sometimes 37
4 often 10
5 always 9
total 100
1 never 21
2 rarely 24
3 sometimes 38
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Analysis:- it was analyzed that sometime employees suffering through discouraged in case of
new project, others
Question 9. My job made me feel energetic?
Analysis:- it was analyzed that in the banking sector often that most of employees feel energetic
workplace
Question 10. My job made me feel excited?
1 n
2 ra
3 so
4 o
5 a
1 ne
2 ra
3 so
4 of
5 al
4 often 13
5 always 4
total 100
1 never 7
2 rarely 12
3 sometimes 27
4 often 30
5 always 24
total 100
1 never 8
2 rarely 8
3 sometimes 34
4 often 17
5 always 33
total 100
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Analysis:- it was analyzed that sometimes employees feel excited when they performing task
Question 11. My job made me feel enthusiastic?
Analysis:- in the banking sector it was often sometime banking employees feel enthusiastic at
the task time or assign new project.
Question 12. My job made me feel frightened?
1 never
2 rarely
3 sometimes
4 often
5 always
1 nev
2 rare
3 som
4 ofte
5 alw
1 never 4
2 rarely 19
3 sometimes 30
4 often 27
5 always 20
total 100
1 never 34
2 rarely 25
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Analysis:- it was analyzed that in the banking sector most the employees dont participate in the
frighten
Question13. My job made me feel furious?
Analysis:-it was analyzed that in the banks so much politics at the performing task and most of em
rarely feel furious at the workplace
Question 14. My job made me feel gloomy?
1
2
3
4
5
1 nev
2 rare3 som
4 ofte
5 alw
3 sometimes 19
4 often 11
5 always 11
total 100
1 never 9
2 rarely 37
3 sometimes 22
4 often 21
5 always 11
total 100
1 never 4
2 rarely 28
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Analysis:- sometime employees feel gloomy to performing task, interacting with customer
Question 15. My job made me feel fatigued?
Analysis:- it was analyzed that sometime banking employees feel very tried to the working task
Question 16. My job made me feel inspired?
1 never
2 rarely
3 sometime
4 often
5 always
1 never
2 rarely
3 sometim
4 often
5 always
3 sometimes 48
4 often 9
5 always 11
total 100
1 never 4
2 rarely 18
3 sometimes 48
4 often 22
5 always 8
total 100
1 never 2
2 rarely 14
3 sometimes 23
4 often 12
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Analysis:- it was analyzed that most of employees feel that this job feeling very inspired always
Question 17. My job made me feel satisfied?
Analysis:- it was analyzed that in the banking sector employees feeling satisfied with your job
always
1 nev
2 rar
3 som
4 oft
5 alw
1 never
2 rarely
3 sometimes
4 often
5 always
5 always 49
total 100
1 never 1
2 rarely 12
3 sometimes 21
4 often 17
5 always 49
total 100
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FINDINGS
1. Employees are staying in banks in long time that which through they get more experience
and hide the emotion at the workplace.
2. Working environment of banking sector is very well and understandable.
3. Most Employees are high pleasure and high arousal which through they reduced their
work stress and control their emotions.
4. Most of the employees given best grade to the company which through company get the
growth.
5. Employees are satisfied with job related affective well-being.
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SUGGESSTIONS AND RECOMMENDATIONS
1. For the employees development time to time update through providing trainging and
conduct the workshop of new task it is obviously come under the emotional labor and job
related affective well-being.
2. Employees motivation and confidence is necessary for the employees which through
employees work very effectively and very efficiently. So time to time provide some
benefits to the employees and updating to the new technology.
3. To provide the leave in proper time to the employees rest.
.4. To create a healthy environment in the company which through employees work very
effectively
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LIMITATION OF THE STUDY
1. Not to proper support to the banking employees in the workplace.
2. The study which posses a time constraint on the research.
3. There was lack of availability of ample information. Most of the information has been
kept confidential.
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CONCLUSION
The emotional labor and job related affective well-being is one of the most challenging of HRM
activities. Emotional labor and job related affective well-being plays an important role in
attracting, retaining, motivating, and enhancing employees performance as well as in the
achievement of organizational goals. Employees expect to be healthy and well-being
environment and expect to the customer for the contribution to healthy relation if any fault find
then to disclose the feeling, emotions not expose its affect in job related affective well being.
They make toward the achievement of organizational objectives. At the same time, employees
expect rewards to be fair and healthy environment.
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BIBLIOGRAPHY
REFERENCES
1. Rafaeli, A., & Sutton, R. I.(1987). Expression of emotion as part of the work role. . 12,23-
37.
2. Rafaeli, A., & Sutton, R. I.(1989). The expression of emotion in organizational life 11,1-
42.
3. Mann, S. (1999), Emotion at work: to what extent are we expressing, suppressing, or
faking it?, European Journal of Work & Organizational Psychology, Vol. 8, pp. 347-69.
4. Brotheridge, C.M. and Grandey, A.A. (2002), Emotional labor and burnout: comparing
two Perspectives of people work, Journal of Vocational Behavior, Vol. 60 No. 1, pp.
17-39.
5. Tolich, M.B. (1993), Alienating and liberating emotions at work: supermarket clerks
performance of customer service, Journal of Contemporary Ethnography, Vol. 22 No.
3,pp. 361-81.
6. Leidner, R. (1999), Emotional labor in service work, Annals of the American Academy
of Political Science, Vol. 56 No. 1, pp. 81-95.
7. Glomb, T.M. and Tews, M.J. (2004), Emotional labor: a conceptualization and scale
Development, Journal of Vocational Behavior, Vol. 64 No. 1, pp. 1-23.
8. Taylor, S. (1998), Emotional labor and the new workplace, in Thompson, P. and
Warhurst, C. (Ads), Workplaces of the Future, Macmillan, Basingstoke.
9. Tsai, W. and Huang, Y. (2002), Mechanisms linking employee affective delivery and
customer behavioral intentions, Journal of Applied Psychology, Vol. 87 No. 5, pp. 1001-
8.
10.Hochschild, A. (1983). The managed heart: Commercialization of human feeling.
Berkeley: University of California Press.
11.Ashforth, B.E. and Humphrey, R.H. (1993), Emotional labor in service roles: the
influence of identity, Academy of Management Review, Vol. 18 No. 1, pp. 88-115.
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12.Karabanow, J. (1999). When caring is not enough: Emotional labor and youth shelter
workers. Social Service Review, 73, 340-358.
13.Guy, M. E., & Newman, M. A. (2004). Womens jobs, mens jobs: Sex segregation and
emotional labor.Public Administration Review 64(3), 289-298
14.Kubzansky, L. D., Kawachi, I., Spiro, A., Weiss, S. T., Vokonas, P. S., & Sparrow, D.
(1997). Is 84 worrying bad for your heart? A prospective study of worry and coronary
heart disease inthe normative aging study. Circulation, 95, 818-824.\
15.Ruthig, J. C., Chipperfield, J. G., Perry, R. P., Newall, N. E., & Swift, A.
(2007).Comparative risk and perceived control: Implications for psychological and
physicalwell-being among older adults. The Journal of Social Psychology, 147, 345-367.
16.Rystedt, L. W., Johnsson, G., & Evans, G. W. (1998). A longitudinal study of work load,
health and well-being among male and female urban bus drivers. Journal ofOccupational and Organizational Psychology, 71, 35-45.
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APPENDIX
(QUESTIONAIRE)
Name ..
Age (A) 20 to 30 (B) 30 to 40 (C) 40 to 50 (D) 50 to 60
Where you work
Mobile No. (Optional) ...
Gender (A) Male (B) Female
SCALE NO. 1 Emotional Labor Scale
Given the rate for that you are feeling
Agree 1 2 3 4 5 6 7 8 Disagree
1 How much during the encounter did you hide (or try to hide) some kind of emotion
from the other person?
2 . Because of events in my personal life or at work, I felt negative (e.g. depressed,
upset, angry, frustrated) BEFORE this encounter, but felt that I had to try to hide my
feelings and put on a brave face to the other person
3 Because of events in my personal life or at work, I felt positive (e.g. excited, happy,
proud) BEFORE this encounter, but felt that I had to try to hide (or tone down) my
feelings from the other person.
4 During the encounter, I felt that I was acting a role or taking on a role such as
helper, advisor, expert, teacher, parent, counselor or boss.
5 At some point during the encounter I felt that I intentionally conveyed (or attempted
to convey) a positive emotion or feeling that I did not really feel but that was
appropriate at the time (I pretended to be happy, excited, interested etc).
6 At some point in the encounter, I felt that I intentionally conveyed or attempted to
convey) a negative emotion or feeling that I did not really feel but that was
appropriate at the time (e.g. I pretended to be angry, upset, dismayed etc).7 During the encounter I felt that the other person expected me to take on a role such
as helper, advisor, expert etc
8 I felt that I acted differently in this encounter than I would have done at home or
with friends
9 I felt a bit fake as if I was not really being me at some point in this encounter
10 I felt that I suppressed or hid (or tried to) positive emotions at some point in this
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encounter (e.g. I felt happy or excited but tried not to show it)
11 I felt that I suppressed or hid (or tried to) negative emotions at some point in this
encounter (e.g. I felt angry, depressed or dismayed but I tried not to show it)
12 I felt that at some point, the other person expected me to have a particular face or
disposition (e.g. the expected me to act friendly, helpful, enthusiastic, cool,
emotionless, distant, warm etc
13 I psyched myself up so that I would genuinely feel any emotion that I was
expected to feel (e.g. the other person was very excited so I tried to work up
enthusiasm too)
14 At some point, I laughed r frowned because it was expected rather than because I
found something amusing or distressing
15 At some point I felt stressed or found it a strain because I could not show my true
feelings (because it would not have been appropriate)
16 At some point during the encounter I felt stressed or found it a strain because it was
difficult to maintain the role that I was taking on17 I felt that there were rules or protocol about how I spoke or acted in this encounter
(e.g. my company expects people in my position to behave in a certain way or have
a certain manner)
Total no.
SCALE NO. 2 Job related Affective Well-Being Scale
1. Never 2.Rarely 3.Sometimes 4.Often 5.Always
Job related Affective Well-Being Scale
1 My job made me feel at ease Never Rarely Sometimes Often Always
2 My job made me feel angry Never Rarely Sometimes Often Always
3 My job made me feel anxious Never Rarely Sometimes Often Always
4 My job made me feel bored Never Rarely Sometimes Often Always
5 My job made me feel calm Never Rarely Sometimes Often Always
6 My job made me feel content Never Rarely Sometimes Often Always
7 My job made me feel depressed Never Rarely Sometimes Often Always
8 My job made me feel discouraged Never Rarely Sometimes Often Always9 My job made me feel energetic Never Rarely Sometimes Often Always
10 My job made me feel excited Never Rarely Sometimes Often Always
11 My job made me feel enthusiastic Never Rarely Sometimes Often Always
12 My job made me feel frightened Never Rarely Sometimes Often Always
13 My job made me feel furious Never Rarely Sometimes Often Always
14 My job made me feel gloomy Never Rarely Sometimes Often Always
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15 My job made me feel fatigued Never Rarely Sometimes Often Always
16 My job made me feel inspired Never Rarely Sometimes Often Always
17 My job made me feel satisfied Never Rarely Sometimes Often Always