Abstract
The primary purpose of this research is an investigation of the influence of psychological capital and emotions on emotional labour. Importance of this research is to conduct the literature and drawing attention effects of psychological capital on the relevance among the emotions and emotional labour to catch the attention of administrators. In this study, the impact of psychological capital and emotions on emotional labour is researched with employees working in the hospitality sector, which includes intense emotional labour. In this study, a questionnaire which is one of the quantitative decision techniques is used to collect necessary data. The consequence of the research demonstrates that psychological capital and emotions have an impact on emotional labour. In addition to that, hope which is one of dimensions of psychological capital and positive emotions affect emotional labour.
 Keywords: Psychological capital, emotions, emotional labour.
Highlights
In today’s modern world, companies from varied sectors exhibit competitive behaviour to succeed
According to descriptive statistics findings, mean scores show that participants; In the statements of emotional labour, participants tended to respond to the question of ‘neutral’ with the mean value of 3.19
Emotional labour was contributed to the literature in 1980 by Hochschild
Summary
In today’s modern world, companies from varied sectors exhibit competitive behaviour to succeed. As time passes and companies start to compete with each other, they began to differentiate their products or service with value-adding activities. Some industries prefer to develop their products, service sectors choose to differentiate their service by controlling their employees’ emotions. In these sectors, emotional display rules are used to maximise customer satisfaction and improve service quality. Emotional labour is the term that is proposed by Hochschild in 1980 to the literature. 7) identifies the term emotional labour behaviour as images that are created by employees and observed by other people. Emotional labour behaviour is necessary for employees’ job requirements and sellable service, which has a change value for them. Following Hochschild’s study, Ashforth and Humphrey (1993), Morris and Feldman (1996), and Grandey (2000), Rodrigues, (2017) studied on emotional labour and contributed literature by defining strategies of emotional labour, antecedents of emotional labour, dimensions of emotional labour and conclusions of emotional labour
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