Emotional labour and its consequences during service encounter: A review of literature

Pages: 341-344
Payal Kapoor and Rashmi Kumar (Department of Psychology, University of Allahabad, Allahabad, Uttar Pradesh)

Due to the rapid expansion of the service sector, Emotional Labour has emerged as a prominent concept in the understanding of Organizational Behavior. Managing emotions at work setting is termed as Emotional Labour. During a typical service encounter, emotions are the cluster of feelings evoked in customers and employees and at times employees are required to manage and modify their own emotions, while trying to manage the emotions of the customers. There is little agreement on the definition and conceptualization of Emotional Labour. In this regard, the present paper makes an attempt to review the literature to explain the concept ‘Emotional labour’. The aim of this review paper is to integrate the conceptualization of Emotional Labour through a systematic analysis of literature and to identify its consequences during service encounter. This paper focuses on certain key perspectives of Emotional labour and thus provides a platform for further research.