Title: Emotional labour models: differing perspectives

Authors: V. Sreedevi; Sumathi Annamalai; S. Ramalingam

Addresses: Department of Management Studies, Dr. M.G.R Educational and Research Institute, Periyar E.V.R High Road, Maduravoyal, Chennai-600 095, Tamil Nadu, India ' Xavier Institute of Management & Entrepreneurship, Electronics City, Phase II, Hosur Road, Bangalore 560 100, India ' Department of Management Studies, Dr. M.G.R Educational and Research Institute, Periyar E.V.R High Road, Maduravoyal, Chennai-600 095, Tamil Nadu, India

Abstract: Human resource undoubtedly being the most important resource to any organisation gains this aura due to the power of its mind. Human resources, in their day today life display various kinds of emotions according to their state of mind and required social norms. However organisations demand display of required emotions for the job under all conditions from their employees. This labour or effort taken by the employees to conceal their true emotions and to adhere to the organisational expectations, at all times irrespective of their present state of mind is called 'emotional labour'. This conceptual paper focuses on various extant researches done in the area of emotional labour and the subsequent theories, models and framework developed which would help organisations to understand the emotional states of their employees and how it would affect the workplace.

Keywords: emotional labour models; emotional labour theories; emotional dissonance; employee emotions.

DOI: 10.1504/IJENM.2014.063390

International Journal of Enterprise Network Management, 2014 Vol.6 No.1, pp.14 - 29

Received: 08 Sep 2013
Accepted: 01 Dec 2013

Published online: 14 Jul 2014 *

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