A Study on Human Resource Perspectives of Emotional Labour in Service Sector.

Abstract

Emotional labor, the process of regulating both, feelings and expressions for organizational goals, is commonplace in the hospitality industry. Past research has constantly provided empirical evidence that emotional labor can have positive consequences on organizational success but negative impact on employees' well-being. Within the context of the Indian service industry, this paper discusses the concept and consequences, of emotional labor and how important it is for organizations to acknowledge their workers' emotional contribution to the organizational performance. Some suggestions in terms of human resources (HR) practices to assist service employees provide quality service while dealing more effectively with the strain associated with the performance of emotional labor are also offered.