EMOTIONAL LABOR, PSYCLOLOGICAL HEALTH AND JOB OUTCOMES

Present competitive market largely depends on the interaction between service providers and customers to make a strong service brand. Effective interaction involves display of appropriate emotions according to the job requirements. The process of showing appropriate emotions frequently demands suppression of genuine emotions or even expressing fake emotions. Such conscious effort of regulating emotions according to the job demands is termed as emotional labor. The two major strategies for emotional labor are surface acting and deep acting. Employees do this by following certain display rules. Emotional labor is associated with job satisfaction, better physical health and psycho-logical well being. Conscious display of artificial emotion sometimes causes long-lasting stress may damage physical well being, thus it becomes important to manage it. The present paper is an attempt to discuss the concept, antecedents, consequences, and implications of emotional labor.