Research port

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RESEARCH PROJECT REPORT

ON

TOPIC OF IMPACT OF EMOTIONAL LABORON JOB RELATED AFFECTIVE WELL BEING

WITH SPECIAL REFERENCES OF BANKING

SECTOR

SUBMITTED TOWARDS PARTIAL FULFILLMENT

FOR THE AWARD OF

MASTER OF BUSINESS ADMINISTRATION

(2013-2014)

UNDER THESUPERVISION OF: SUBMITTED BY:

MISS. ILA MEHROTRA TARUN AGRAWAL

128410161

INSTITUTE OF BUSINESS MANAGEMENT

GLA UNIVERSITY, MATHURA


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DECLARATION

This is to certify for Report entitled TOPIC IMPACT OF EMOTIONAL LABOR ON JOB

RELATED AFFECTIVE WELLBEING. Which is submitted by me towards partial fulfillment

for the requirement of the award of degree MBA from GLA UNIVERSITY, MATHURA

comprises only my original work and due acknowledgement has been made in the text to all

other material used.

DATE NAME OF STUDENT


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ACKNOWLWDGEMENT

In preparation of this report by me, I feel great pleasure because it gives me extensive practice

knowledge in my career. I get idea about emotional labor and job related affective well being in

the banking sector by this project.

I am indeed grateful to professor. MISS. ILA MEHROTRA for giving me project as it help me

in enhancing my knowledge and also for providing me the necessary guidance and facility

required for completion of this project and for being an effective source of inspiration.

I would like to take opportunity to express my gratitude towards all of them who have

contributed directly and indirectly in my project work.

I express my deep sense of gratitude to my mentor, MISS. ILA MEHROTRA for this valuable

guidance during my project work.


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EXECUTIVE SUMMARY

This project sought to extend the understanding of the emotional labor performed by service

workers in the banking sector, in order to identify more clearly the skills required to perform

such labor and the management strategies which can support service workers in their client

service work.

The performance of emotional labor involves the display of organizationally desired

emotion, such as friendliness, by customer service workers in their interactions with customers

or clients. It is significant activity as the skill with which emotional labor is performed impacts

on perceptions of service quality. Another contributing factor to perceptions of service quality is

the personality of service workers, as the service exchange is essentially a social interaction.

It is generally recognized that there can be either positive or negative consequences

for those performing emotional labor, depending on how it is performed. One of the negative

consequences of theperformance of such labor is burnout, a syndrome of emotional exhaustion

and cynicism observed amongpeople who do peoplework.This syndrome is of significance to

managers, as it can lead to deterioration in the quality of service provided and appears to

contribute to job turnover, absenteeism and low morale.

Through a focus group and a series of discussing with banking employees and service

workers in the accommodation, banking sectors. the study revealed a lack of awareness of theterm emotional labor. It did show however, that experientially,the discussion understood very

well the challenges of emotion management in the course of their client service work. Although

the performance of emotional labor was readily and widely accepted as being part of the job,

the need to support workers was also widely acknowledged.


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Table of Contents

SI.NO. Particulars Page No.

1. Chapter 1

1.1 Introduction to the Topic 8

1.2 Significance of the study

1.3 Objective of the Study

2. Chapter 2 14

2.1 Overview of the banking sector 15

3. Chapter 3 16

3.1 Research Methodology 18

4 Chapter 4 19

4.1 Literature review

5 Chapter 5 20

5.1 Data Analysis and Interpretation Literature review 23

6. Chapter 6

6.1 findings 30

7. Chapter 7

7.1 Conclusion 35

7.2 Suggestion and Recommendations

7.3 Bibliography

7.4 Appendix


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INTRODUCTION TO THE TOPIC

Emotional labor is the work a person does to make his or her displayed emotions match those

expected for a position. Some people have more difficulty with this type of work than others, and

for many people emotional labor can lead to increased stress and burnout. The most easily

recognizable case of emotional labor is when a supervisor demands that employees incustomer

servicepositions smile and remain pleasant at all times, even in the face of insults. Jobs in which

the employee's intelligence is valued more than his or her physical presence often require less

emotional labor, so this type of labor disproportionately punishes the poor and disenfranchised.

Emotional labor applies to both mens and womens work, but is the softer

emotions, those required in relational tasks, such as caring and nurturing, that disappear most

often from job description, performance evaluations, and salary calculations (Guy, M. E. and

Newman, 2004, p.289).

As per Hochschilds (1983) dramaturgical perspective the two main ways

through which actors manage their emotions states that these acting, where one regulates the

emotional expressions, and through deep acting, where one consciously modifies feelings in

order to express the desired emotion.

Emotional labor is control of a persons behavior to display the appropriate emotions. This

means that a person evokes or suppresses certain emotions to conform to social norms. The

concept of emotional labor is not confined to the workplace; it invades every aspects of life

(Wharton, 2009:148). Hochschild (1983) describes two types of emotional acting: surface acting

and deep acting.

(i) Surface acting is expressing and emotion without feeling that emotion. This is the type of

emotional acting of most concern in the workplace. Surface acting most often involves the

masking of negative emotions, such as anger, annoyance, sadness, etc., with happier emotions,

such as happiness, care, excitement, etc.,

SURFACE ACTING DEEP ACTING
http://www.wisegeek.com/what-is-customer-service.htmhttp://www.wisegeek.com/what-is-customer-service.htmhttp://www.wisegeek.com/what-is-customer-service.htmhttp://www.wisegeek.com/what-is-customer-service.htm


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(ii) Deep acting refers to two different emotional actions. The first is to exhibit the actual

emotion that you feel. The other is true method acting, using past emotional experiences to

encourage real emotion that you may not have felt otherwise.

There are three basic characteristics of emotional labor:

1. The face-to-face or voice contact between social workers and clients

2. The expression of specific emotions and attitudes during work that might be in contrast with

the real feelings that the individual experiences

3. The display rules derive from three main sources:

a). Training programs for a particular profession

b). Organizational norms of work behavior

c).Social stereotypes of behavior for certain occupational categories (Hochschild, 1983: 24;

Wharton, 2009:155).

The concept of emotional labor describes the management of emotions as

part of everyday work performance. Hochschild (1983) first disclosed this emotional demand on

service providers in her study of flight attendants. She coined the term emotional labor to

describe this occupational emotional demand. According to Hochschild (1983:7), emotional

labor is defined as*Ankara University, Faculty of Health Sciences, Department of Social Work

the management of feeling to create a publicly observable facial and bodily display; emotional

labor is sold for a wage and therefore has exchange value. Thisdefinition explicitly delineatesthat service providers are required to regulate or manage their felt emotions. After Hochschild

(1983), much research has been

conducted to further explore the concept of emotional labor on fast-food employees, waitresses,

amusement park employees, cashiers, 911 dispatchers, police officers, to name a few. In this

point; it can be said that emotional labor asconcept is neglected both theory and application in

social work

Emotional labor is described as the effort, planning, and control needed to

express organizationally desired emotions during interpersonal transactions. Hochschild points

out those service providers often undertake acting strategies, surface or deep acting, to manage

their emotions and to display their emotional labor (Hochschild 1979). For that reason those

business entities which provides services and interacts with customers must understand their

employees emotional labor status. This will assist them in ensuring their first line employees


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will always in a good mood and emotions while facing the customers. How? Training,

knowledge exposure to Emotional Intelligence would be a great mark for the emotions stability

Emotion during Mumby and Putnam (1992) conceptualized emotional labor as, the way

individuals change or manage emotions to make them appropriate or consistent with a situation,

a role, or an expected organizational behavior. According to this view, expression of wider

range of emotions at work is desirable, not to enhance productivity but to foster subjective

wellbeing of the organizational members and their families.

According to Morris and Feldman (1996),emotional labor is the effort, planning, and

control needed to express organizationally desired interpersonal transactions.

Emotional labor as a necessary skill

Emotional labor or emotion work is the engagement, suppression, or evocation of the workers

emotions necessary to get the job done; it can be purposeful or unplanned, and influences the

actions and responses of others. In general, the performance of emotion work requires a wide

range of personal and interpersonal skills, which, like most skills, are based on talent and

individual characteristics but can be honed and refined through practice and training. Emotional

labor occurs in the context of a wide variety of organizations, and nature

of these organizations can shape the expression and experience of emotional labor(Ashforth and

Humphrey, 1993: 89). Another way to think about emotional labor is to view it as a specialized

form of knowledge work for jobs that require person-to-person transactions. Emotional labor

requires face-to-face or voice-to-voice interactions, emotive sensing, perceptiveness, active

listening, negotiating, empathizing, developing

Rapport and monitoring ones own affect as well as that of others. Emotional labor requires

affective sensitivity and flexibility with ones emotions as well as with those of others.

Emotional labor as performance

Emotional labor is proactive and reactive performance. It is deliberate and artful, and it is

reactive and, to a degree, outside the conscious control of the worker. It is relational work that is

tempered by the affective skills of the worker, the affective skills of the worker, the affective

state of the client, and the purpose and nature of the exchange between worker an client. It

requires the artful sensing of the others emotional state and crafting of ones own affective

expression so as to elicit the desired response on the part of the other (Zapf, 2002:240).


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For the skilled professional worker, emotional labor becomes a performance art designed to elicit

a predetermined desirable outcome. This outcome may be directly related to client outcomes,

such as better parenting or job skills, or their own emotional responses (Guy, Newman,

Mastracci and Maynard- Moody, 2010:298). 6 In this point, the role of social work educational

institutions becomes crucial in development of a workforce that not only will be aware of the

informal emotional skills necessary in practice but will also know how to use them effectively

for his/her personal benefit as well as for the benefit of clients.

Job related affective well being

Well-being has become an area of great importance in recent years, and much research has been

conducted to investigate the effects of personal and environmental factors on well-being.

However, to date, very little research has examined the combined effects of many factors on

Well-being (Warr, 1999). There exists in the literature a need for the development and testing of

models which consider the combined influence of many features on well-being. One such models

that developed by Warr (1999).

Well-being is often measured along a single dimension, from feeling good to feeling bad.

However, the complexities of affective well-being are better understood through the use of two

separate dimensions, namely pleasure and arousal (Warr, 1987). These dimensions are laid

out in a two-dimensional model of well-being which may be viewed in Appendix B. In this

model, a persons wellbeing may be described in terms of its location relative to these two

dimensions and to the midpoint of the model (Warr, 1987). Warr (1999, p393) explains that a

particular degree of pleasure or displeasure may be accompanied by high or low levels of mental

arousal, and a particular quantity of mental arousal (sometimes referred to as activation) maybe

either pleasurable or un pleasurable. The value of using a two dimensional model rather than

single dimension to understand wellbeing was supported by Matthews, Jones and Chamberlain

(1990) in their research.

Well-being can also be defined as the anticipation, recognition, evaluation and control of

conditions at that may cause adverse health effects and poor performance (keita & sauter,

1992:202) employees must provide and maintain as far as reasonably practicable a working

environment that is safe and with out risk to the health of his employees.


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Well being is a state within an individual of acceptable equilibrium or balance between his or her

health of his employees.

Luthans (1998:145-146) listed 5 dimensions that influence employees well being.

(i) The work itself: the concept of the work itself is a major source of satisfaction. Some

of the most important ingredients of a satisfying job uncovered by surveys include

interesting and challenging work, work that is not boring and a job that provides

status.

(ii) Pay: wages and salaries are recognized to be a significant but a cognitively complex

and multidimensional factor in job satisfaction. Money not only helps people attain

their basic needs but is instrumental in providing upper-level need satisfaction .

(iii) Promotion: promotion opportunities seem to have a varying effect on job satisfaction.

This is because promotion takes a number of different forms and has a variety of

accompanying rewards. For example individuals who are promoted on the basis of

seniority often experience job satisfaction but not as those who are promoted on the

basis of performance.

(iv) Supervision: supervision is another moderately important source of job satisfaction. It

can be said that seem to be two dimensions of supervisory style that affect job

satisfaction. One is employee centeredness, which is measured by the degree to which

a supervisor takes a personal interested in the employees welfare. It is commonlymanifested in ways such as checking to see how well the subordianate is doing.

Providing advice and assistance to the individual and communicating with the worker

on a personal as well as official level.

(v) Working condition: working condition have a modest effect on job satisfaction. If the

working conditions are good (clean, attractive, surrounding for instance), the personal

will find easier to carry their jobs. If the working conditions are poor (not, noisy

surrounding for example), personnel will find it more difficult to get things done, in

other words the effect of working are good, there may or may not be a job satisfaction

problem, if things are poor, there very likely will be. Most people do not give

working conditions a great deal of thought unless they are extremely bad.

Additionally, when there are complaints about working conditions, these sometimes

are really nothing more than manifestations of other problems. For the purpose of


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their study, the focus of job related affective well being is directly linked with the

workplace.

As per my concern emotional labor is particular very challenging task. A large part of the

challenge comes from the need the hide the emotions, acceptance, and continue to smile and

nod your hand, even when receiving negative or critical feeling.

Emotional labor in the service sector

It has been estimated that some degree of emotional labor is present in approximately two-thirds

of workplace communications (Mann, 1999). Nonetheless, it is a fundamental component of

service work where a high degree of emotional control may be required to maintain positive

relations with customers (Brotheridge and Grandey, 2002). Although members of other

occupational groups, such as physicians and the police, experience situations that are emotionally

taxing, it has been argued that they possess the authority to tip the interactional control balance

in their favor (Tolich, 1993, p. 366). Customer service providers are typically subordinate to

their consumers; their interactions with members of the public tend to be routine and scripted,

constraining opportunities for personal expression (Grandey et al., 2004; Grandey and Fisk,

2006). A fundamental goal of service work is to make interactions with customers warm and

friendly and prevent emotional leakage of boredom orfrustration (Leidner, 1999; Putnam and

Mumby, 1993; Schneider and Bowen, 1999; Zapf et al., 2003). Customer service providers are

frequently required to treat customers politely even when subjected to abuse (Glomb and Tews,

2004).

The manner in which service sector employees manage their emotional states promotes customer

spending and repeat business (Tsai and Huang, 2002). There is evidence that customers have

become more adept in discerning the difference between genuine emotional display in service

providers and that which is feigned (Taylor, 1998). The quality of employee-customer

interactions, and how to enhance this, is therefore of considerable concern for management.

Emotional display rules may be communicated through company mission statements, staff

handbooks, training and performance appraisals and more implicitly disseminated through

organizational socialization processes (Bolton, 2000; Seymour and Sandiford, 2005; Zapf, 2002).

Rules may be enforced through random monitoring of telephone calls, customer service


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questionnaires, video surveillance and mystery customers (Noon and Blyton, 1997; Deery et

al., 2002; Rafaeli and Sutton, 1989). Employees who are deemed to perform poorly are often

penalized (Tolich, 1993).


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IMPORTANCE OF STUDY

1. An ideal emotional labor will have positive impact on the efficiency and results produced

by employees, it will encourage the employees to perform better and achieve the

standards fixed.

2. The outcomes of emotional labor are extremely important in studies relating to

employees in the service sector as it directly effects employee turnover and

organizational sustainability.

3. The emotional labor is important to choose best employees who hide the emotions at the

workplace and focus on the task and easily handle a critical situation during the task

performance.


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OBJECTIVES OF STUDY

1. The primary purpose of this study is to understand the concept of emotional labor and its

important in service sector with special reference to banking industry.

2. To study the impact of emotional labor on job related affective well-being.

3. To analyze the individual characteristics that affect the way employees perform emotional

labor.


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INTRODUCTION TO BANKING SECTOR

The Indian banking system has undergone significant structural transformation since the 1990s. An

administered regime under state ownership until the initiation of financial sector reforms in 1992, the

sector was opened to greater competition by the entry of new private banks and more liberal entry of

foreign banks in line with the recommendations of the Report of the Committee on the Financial System

(chaired by Shree M. Narasimham):

Freedom of entry into the financial system should be liberalized and the Reserve Bank should now permit

the establishment of new banks in the private sector, provided they conform to the minimum start up

capital and other requirements and the set of prudential norms with regard to accounting, provisioning and

other aspects of operations. (Government of India, 1991, p.72)

A second Committee on Banking Sector Reforms (also chaired by Shree M. Narasimham) was appointed

in 1998 to review the record of implementation of financial system reforms and to look ahead and chart

the reforms necessary in the years ahead. In its stocktaking of the recommendations of the first phase of

reforms, the Committee observed that:

One of the more significant measures instituted since 1991 has been the permission for new

Private Banks to be set up, and the more liberal approach towards foreign bank offices being opened in

India. These steps have enhanced the competitive framework for banking the more so as the new

private and foreign banks have higher productivity levels based on newer technology and lower levels of

manning. (Government of India, 1998, Para 1.21) During this period, ownership in public sector banks

was also diversified. Along with the flexible entry norms for private and foreign banks, this changed the

competitive conditions in the banking industry. The importance of competition was also recognized by

the Reserve Bank, when it observed that:

Competition is sought to be fostered by permitting new private sector banks, and more liberal entry

of branches of foreign banks.Competition is sought to be fostered in rural and semi-urban areas also by

encouraging Local Area Banks. Some diversification of ownership in select public sector banks has

helped the process of autonomy and thus some response to competitive pressures. (Reddy, 2000) and

more recently:


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The competition induced by the new private sector banks has clearly re-energized the Indian banking

sector as a whole: new technology is now the norm, new products are being introduced continuously, and

new business practices have become common place. (Mohan, 2004)Prior to the initiation of financial

sector reforms in 1992, the Indian financial system essentially catered to the needs of planned

development, and the government sector had a predominant role in every sphere of economic

activity. The preemption of a large proportion of bank deposits in the form of reserves and an

administered interest rate regime resulted in high-cost and low quality financial intermediation.

The existence of a complex structure of interest rates arising from economic and social concerns

about providing concessional credit to certain sectors resulted in cross subsidization, which

implied that higher rates were charged to non-concessional borrowers. The system of

administered interest rates wascharacterized by detailed regulatory prescriptions on lending and

deposits, leading to amultiplicity of interest rates. As a result, the spreads between deposit and

lending rates ofcommercial banks increased, and the administered lending rates did not factor in

credit risk.The lack of transparency, accountability, and prudential norms in the operations of

thebanking system led also to a rising burden of non-performing assets. On the expenditure

front, inflexibility in licensing of branches and management structures constrained the

operational independence and functional autonomy of banks and raised overhead costs. The

financial environment during this period was characterized by segmented and underdeveloped

financial markets. This resulted in a distortion of interest rates and the inefficient allocation of

scarce resources.2 The banking system in India consists of commercial and cooperative banks,

with the formeraccounting for around 98 percent of banking system assets. The entire segment is

referred to asScheduled Commercial Banks, because they are included in the Second Schedule

of the Reserve Bankof India Act, 1934.

The period 1992-97 laid the foundations for reform in the banking system

(Rangarajan, 1998). It saw the implementation of prudential norms pertaining to capital

adequacy, income recognition, asset classification, provisioning, and exposure norms. Whilethese reforms werebeing implemented, the world economy also witnessed significant changes,

coinciding withthe movement towards global integration of financial services (Government of

India, 1998).Against such a backdrop, a second government-appointed committee on banking

sector reforms provided the blueprint for the current reform process (Government of India,


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1998).Critical and noteworthy reforms in the financial system during the reform period included

thefollowing (Bhide, Prasad, and Ghosh, 2001)

Lowering of statutory reserve requirements to the current levels of 5 percent for cashreserves

and 25 percent for statutory liquidity ratios.

Liberalizing the interest rate regime, allowing banks the freedom to choose theirdeposit and

lending rates.

Infusing competition by allowing more liberal entry of foreign banks and permitting the

establishment of new private banks.

Introducing micro-prudential measures such as capital adequacy requirements, income

recognition, asset classification and provisioning norms for loans, exposure norms, and

accounting norms.

Diversifying ownership of public sector banks by enabling the state-owned banks toraise up to

49 percent of their capital from the market. Seventeen state-owned banksaccessed the capital

market and raised around 82 billion rupees (Rs) as of end-March2004.

Mandating greater disclosure in the balance sheets to ensure greater transparency.

Adopting a consultative approach to policy formulation with measures being ushered in after

discussions with market participants to provide useful lead time to marketplayers to make

necessary adjustments.


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RESEARCH METHODOLOGY

Data had been collected by primary and secondary methods. Research Methodology is a way to

systematically solve the research problem. It may be understood as a science of studying how

research is done scientifically. The study of research methodology gives the student the

necessary training in gathering material and arranging them.

DATA COLLECTION

The task of data collection begins after a research problem has been defined and research design/

plan chalked out. While deciding about the method of data collection to be used for the study, the

researcher should keep in mind two types of data.

There are two types of data.

Primary data

Secondary data

My study based on primary data. Which through collect with the help of hr manager of yatra.com

Primary Sources:

To communicate with the management officers

To conduct a questionnaire

Secondary Sources:To help with the different journals and past study to the topic to collect data and

understand the what impact of the emotional labor on job related affective well being.

Research Design:


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A research design is the arrangement of conditions for collection and analysis of data in a

manner that aims to combine relevance to the research purpose with economy in procedure. I

used Descriptive type of research.The main goal of this type of research is to describe the data

and characteristics about what is being studied. Descriptive research is mainly done when a

researcher wants to gain a better understanding of a topic. Descriptive research is the exploration

of the existing certain phenomena.

Sample design

A sample of 100 individuals from 12 different banks employees (public bnaks as well as

private banks) participated in this study. Selections of respondents at random have also been

done on the basis of accessibility & co-operation of employees.

Tools for study

1. To collect the data through communicate with the staff of different banking sector

employees..

2. To conduct a questionnaire

3. To take data through study of journals, past study etc.

.Questionnaire

The questionnaire was divided in to two sections keeping in terms of job profile of the selected

sample, working environment, market segment, operating hours and the type of people they are

dealing with in their day to day activities. Earlier recognized scale on emotional labor, job

related affective well-being. These scale was developed by man (man emotion requirements

inventory), and ( job related affective well-being) JAWS was developed by Katwyk et al.

(2000).

Demographic information for the sample was collected on the questionnaire. This information

integrated: occupancy, ethnicity, as well as, age and gender (control variables).


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LITERATURE REVIEW

Emotional laborEmotions are feelings that people experience, interpret, reflect on, express, and manage (Thoits,

1989; Mills and Kleinman, 1988). They arise through social interaction, and are influenced bysocial, cultural, interpersonal, and situational conditions (Martin, 1999). In many situations in

our daily lives, we often find ourselves suppressing feelings and displaying a more socially

accepted emotion that is deemed more appropriate. For example, showing excitement about a

colleagues promotion or suppressing anger when being cut off by someone in a waiting line.

Regulating ones emotions to comply with social norms then is referred to as emotion work

(Hochschild, 1990; p. 118). When our job roles require us to display particular emotions and

suppress others, we do our emotion management for a wage. Hochschild (1983) termed this

regulation of ones emotions to comply with occupational or organizational norms as emotional

labor. She defined emotional labor as the management of feeling to create a publicly

observable facial and bodily display; emotional labor is sold for a wage and therefore has

exchange value (Hochschild, 1983; p.7).


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According to Hochschild (1983), jobs involving emotional labor possess three characteristics:

they require the workers to make facial or voice contact with the public; they require the worker

to produce an emotional state in the client or customer, and they provide the employer with an

opportunity to exert some control over the emotional activities of workers (Hochschild, 1983).

Ashforth and Humphrey (1993) defined emotional labor as the act of displaying the appropriate

emotion. Their definition differs from Hochschilds (1983), since their definition emphasizes

the actual behavior rather than the presumed emotions underlying the behavior (Ashforth&

Humphrey, 1993).

As the flight attendants described in Hochschilds study, to comply with the emotion requirement

of the organizations, service providers need to practice to play roles, fake a smile or a laugh, and

try to maintain a happy appearance (Hochschild, 1983; Karabanow, 1999). In other words,

when interacting with the public under the guidance of organizations, service providers manage a

publicly displayed emotion that is not necessarily privately felt. Managing emotions then become

public acts when emotions are sold as products which need to be monitored by the company

(Hochschild, 1983). As Albrecht and Zemke (1985) stated, the service person must deliberately

involve his orher feelings in the situation. He or she may not particularly feel like being cordial

andbecoming a one-minute friend to the next customer who approaches, but that is indeed what

interactive work entails (p.114).


Well-being is an essential component of the current research, as it lies at the centre of the model

Well-being, a distinction may be made between physical and psychological well-being. Physical

well-being is usually operational through measures of physical health, such as heart health

(Kubzansky et al., 1997), or other physical symptoms such as headaches, dizziness, and stomach

problems (Ruthig, Chipperfield, Perry, Newall, & Swift,2007). Psychological well-being is most

frequently operational through measures of positive and negative emotions and life satisfaction

(e.g. Ruthig et al., 2007).

Much research has been conducted to investigate the effects of variables such as age and gender

on job-specific well-being (for example Clark, Oswald, &Warr, 1996; Rystedt, Johnsson&

Evans, 1998). Rystedt et al. (1998) examined the effects of stressors on the wellbeing of male


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and female bus drivers. The sample consisted of 52 bus drivers who were employed full-time and

worked at the same terminal in Central Stockholm, Sweden

Coetzee, et al. (1997: 63) define job well being as that science and art devoted to the recognition,

evaluation and control of those environment factors and stresses arising in or from the

workplace, which may cause sickness, impaired health and well being.

Keita and sauter (1992: 201) define job well being as a dynamic state of mind

characterized by reasonable harmony between persons ability, needs and expectations and

environmental demands and opportunities.


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DATA ANALYSIS

The following steps will help understand the interpretation and analysis of data.

Test Statistic


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Analysis: - The reliability statistics is .778 that is accepted for the research project.

Case Processing Summary

N %

Cases Valid 100 100.0

Excludeda 0 .0

Total 100 100.0

a. List wise deletion based on all variables in

the procedure.

Reliability Statistics

Cronbach's

Alpha

Cronbach's

Alpha Based

on

Standardized

Items

N of

Items

.778 .764 34

Summary Item Statistics

Mean Minimu

m

Maximu

m

Range Maximum /

Minimum

Varianc

e

N of

Items

Item Variances 2.445 .713 5.545 4.832 7.776 1.863 34

Inter-Item

Covariances

.229 -1.208 3.246 4.454 -2.686 .273 34

Inter-Item

Correlations

.087 -.384 .707 1.092 -1.840 .036 34

Scale Statistics

Mean Variance Std.

Deviation

N of

Items

130.54 339.867 18.435 34


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DEMOGRAPHIC ANALYSIS

Banking sector employees from across different banks with in Mathura & agra region and

participants in this study 100 respondent. The demographic of the sample of the banking sector

employees are represented in this table 1

QUA

NTIT

ATIV

E DATA ANALYSIS

1 Emotional labor:-

Total MERI Scores Categorized by Scoring Band (Table no. 2)

Emotional Labor Scoring range 17-136

s/n scale Scale(17-65)

Very high

Scale(65-90)

High

Scale( 90-114)

Moderate

Scale(114-

136) low

1. Emotional labor

scale

16% 75% 2% 7%

ANOVA

Sum of

Squares

df Mean

Square

F Sig

Between People 989.613 99 9.996

Within

People

Between Items 2528.839 33 76.631 34.571 .000

Residual 7241.867 3267 2.217

Total 9770.706 3300 2.961

Total 10760.319 3399 3.166

Grand Mean = 3.84

Table 1 Demographic details of the study group

s/n Age no. of

Male

% no. of

female

% no. %

1 20-30 19 27.54% 15 48.39% 34 34%

2 30-40 23 33.33% 11 35.48% 34 34%

3 40-50 20 28.99% 5 16.129032 25 25%

4 50-60 7 10.14% 0 0 7 7%

total 69 100% 31 100% 100 100%


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.The distribution of emotional labor scores shows that 16% of banking employees scored in the

very high and 75% in the high emotional labor scoring band respectively. That represented in

the banking sector most of the employees highly emotionally feel at the performing task in the

bank. Generally experience high levels of emotional labor in their working life. This means that

frequently have to fake emotions that they do not really feel whilst hiding those emotions that

they do feel. They may have a job that demands a great deal of contact with people, perhaps with

customers, and that involves their taking on a role that is not the real them.

1. Job related affective well being (table no. 2.1)


s/no. scale HPHA HPLA LPHA LPLA

1. Job related affective well

being

27% 27% 26% 20%

the job related affective well-being status of the banking sector employees is as follows:

(i) High pleasure/low arousal (satisfied, content, proud, pleased and calm)

(ii) High pleasure/high arousal (elated, enthusiastic, excited, cheerful and inspired)

(iii) Low pleasure/low arousal (depressed, discouraged, confused, fatigued and bored)

(iv) Low pleasure/low arousal (furious, frustrated, frightened, intimidated, disgusted)

In the table 2.1 show that the banking sector employees most highly pleasure/high arousal

(HPHA) and sometime show high pleasure/low arousal (HPLA) because of highly emotion.


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Correlation analysis

Correlations

age gender

age Pearson Correlation 1 .027

Sig. (2-tailed) .788

N 100 100

gende

r

Pearson Correlation .027 1

Sig. (2-tailed) .788

N 100 100

Series1, HPLA,

1423Series1, LPLA,

1371

Series1,

HPHA, 1472

Series1, LPHA,

1094

JOB RELATED AFFECTIVE WELL B

EINGHPLA LPLA HPHA LPHA


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DATA INTERPRETATION AND ANALYSIS

(DATA ANALYSIS OF THE EMOTIONAL LABOR)

Ques.1. How much during the encounter did you hide (or try to hide) some kind of emotion from

the other person?

1 strongly agree 1


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Analysis:- it was analyzed that most of employee hide emotional,feeling at the workplace.

Ques.2. . Because of events in my personal life or at work, I felt negative (e.g. depressed, upset,

angry, frustrated) BEFORE this encounter, but felt that I had to try to hide my feelings and put

on a brave face to the other person?

Analyzed :- it show that some employee suffering through

negative but they show a good or laughing face.

Strongly agree

agree

somewhat agree

slightly agree

neither agree nor disag

somewhat disagree

disagree

Strongly agree

agree

somewhat agree

slightly agree

neither agree nor disa

somewhat disagree

disagree

2 agree 26

3 somewhat

agree

21

4 slightly agree 9

5 neither agree

nor disagree

25

6 somewhat

disagree

10

7 disagree 6

8 strongly

disagree

1

sum 99

1 strongly agree 1

2 agree 7

3 somewhat agree 39

4 slightly agree 29

5 neither agree

nor disagree

11

6 somewhat

disagree

5

7 disagree 3

8 strongly

disagree

5


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34

Ques.3. Because of events in my personal life or at work, I felt positive (e.g. excited, happy,

proud) BEFORE this encounter, but felt that I had to try to hide (or tone down) my feelings from

the other person?

Note:- it was analyzed that in the banking much of employees

slightly agree that they are hide to emotions and try make happy,

excited in the workplace.

Ques.4. During the encounter, I felt that I was acting a role or taking on a role such as helper,advisor, expert, teacher, parent, counselor or boss?

Notes:- it was shows that most of employees slightly agree

they acting as help the customers and other employees as

advisor, parent etc.

Strongly agree

agree

somewhat agree

slightly agree

neither agree nor dis

somewhat disagree

disagree

Strongly agree

agree

somewhat agree

slightly agree

neither agree nor d

somewhat disagree

1 strongly agree 1

2 agree 15

3 somewhat

agree

15

4 slightly agree 39

5 neither agree

nor disagree

7

6 somewhatdisagree

8

7 disagree 12

8 strongly

disagree

3

1 strongly agree 11

2 agree 7

3 somewhat agree 16

4 slightly agree 18

5 neither agree nor

disagree

16

6 somewhat disagree 16

7 disagree 10

8 strongly disagree 6


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Ques.5. At some point during the encounter I felt that I intentionally conveyed (or attempted to

convey) a positive emotion or feeling that I did not really feel but that was appropriate at the time

(I pretended to be happy, excited, interested etc)?

1 strongly agree 1

2 agree 10

3 somewhat agree 13

4 slightly agree 20

5 neither agree nor

disagree

8


7 disagree 20


Note:- it was analyzed that in the banking sector somewhat employees agree they treat the other

person, customers as a the feeling rules.

Ques.6. At some point in the encounter, I felt that I intentionally conveyed or attempted to

convey) a negative emotion or feeling that I did not really feel but that was appropriate at the

time (e.g. I pretended to be angry, upset, dismayed etc)?

Strongly agree

agree

somewhat agree

slightly agree

neither agree nordisagreesomewhat disagree

disagree

1 strongly agree 8

2 agree 5


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notes:- in the banking sector some employees disagree they feel negative at the workplace this

show the employees understand the duty & responsibility.

Ques.7. During the encounter I felt that the other person expected me to take on a role such as

helper, advisor, expert etc?

Notes:- it was analyzed that in the banking sector

most of the employees work as the acting in the workplace like helper, advisor etc.

Question.8. I felt that I acted differently in this encounter than I would have done at home or

with friends?

Ser

str

agr

Series1, 2

agree, 5, 5%

Series1, 3

somewhat

agree, 14,

14%Series1, 4

sligtly agree

7, 7%n

n

Series1, 6

somewhat

disagree, 18,

18%

Series1, 7

disagree, 15,15%

Series1,

8

strongly

disagree

, 17,

17%

Chart Title

Series1

strong

agree,

2%Series1, 2

agree, 38,

38%

Series1, 3somewhat

agree, 20,

20%

Series1, 4

sligtly

agree, 8, 8%

Series1, 5

neitheragree nor

disagre

Series1, 6

somewha

t

disagre

Series1, 7disagree,

13, 13%

Series1, 8

strongly

disagree,

4, 4%

Chart Title

3 somewhat agree 14

4 slightly agree 7

5 neither agree nor

disagree

16

6 somewhat

disagree

18

7 disagree 15


1 strongly agree 2

2 agree 38

3 somewhat agree 20

4 sligtly agree 8

5 neither agree nor

disagree

4


7 disagree 13


1 strongly agree 2

2 agree 12

3 somewhat agree 25


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Note:- it was analyzed that somewhat employees agree feel very friendly in the work place.

Question.9. I felt a bit fake as if I was not really being me at some point in this encounter?

Note:- it was show that in the banks most employees

slightly agree that they feel fake as a emotional labor.

Question.10. I felt that I suppressed or hide (or tried to)

positive emotions at some point in this encounter (e.g. I felt happy or excited but tried not to

show it)?

Notes:- in the banking sector much of employees hide

emotion employees say that they not support proper I mean

Series1,

1

strongly

agree,

Series1, 2

agree, 12,

Series1, 3

somewhat

agree, 25,

25%

Series1,

4 sligtly

agree,

19, 19%

Series1, 5

neither agree

nor disagree,

14, 14%

Series1, 6

somewhat

disagree, 12,

12%

Seri

disag

1

Series1,

Other, 28,

28%

Chart Title

1 strongly agre

2 agree

3 somewhat ag

1 strongly agree

2 agree

3 somewhat agree

4 sligtly agree

4 slightly agree 19

5 neither agree nor disagree 14


7 disagree 11


1 strongly agree 4

2 agree 153 somewhat agree 19

4 slightly agree 24

5 neither agree nor

disagree

8


7 disagree 8


1 strongly agree 0

2 agree 6

3 somewhat agree 9

4 slightly agree 15

5 neither agree nor

disagree

25


7 disagree 18



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neither agree nor disagree.

Question.11. I felt that I suppressed or hid (or tried to) negative emotions at some point in this

encounter (e.g. I felt angry, depressed or dismayed but I tried not to show it)?

Note:- it was analyzed that in the banking sector employees

most employees disagree that they show hide negatively emotions.

Question.12. I felt that at some point, the other person expected me to have a particular face or

disposition (e.g. the expected me to act friendly, helpful, enthusiastic, cool, emotionless, distant,

warm etc?

Note:-

1 strongly ag

2 agree

3 somewhat

4 sligtly agre

5 neither ag

disagree

Chart Title 1 strongly ag

2 agree

3 somewhat

4 sligtly agre

5 neither ag

disa ree

1 strongly agree 2

2 agree 6

3 somewhat agree 17

4 slightly agree 10

5 neither agree nor

disagree

17


7 disagree 25


1 strongly agree 3

2 agree 14

3 somewhat agree 23

4 slightly agree 11

5 neither agree nor

disagree

19


7 disagree 8



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Question.13. I psyched myself up so that I would genuinely feel any emotion that I was

expected to feel (e.g. the other person was very excited so I tried to work up enthusiasm too)?

Notes:- it was analyzed that much of employees feel

genuinely at the work place

Question.14. At some point, I laughed r frowned because it was expected rather than because I

found something amusing or distressing?

Notes:- it was so much of employees said neither agree nor

disagree

Question.15. At some point I felt stressed or found it a strain because I could not show my true

feelings (because it would not have been appropriate)?

Series1, 1

strongly

agree, 1

Series1, 2

agree, 15

Series1, 3

somewhat

agree, 26

Series1, 4

sligtly agree,

25

Series1, 5

neither agree

nor disagree,

20 Series1, 6

somewhat

disagree, 4

Series1, 7

disagree, 4

Serie

stro

disagr

1 strongly agree 2 agree

3 somewhat agree 4 sligtly agree

5 neither agree nor disagree 6 somewhat disagree

7 disagree 8 strongly disagree

Series1,

1

strongly

agree, 2,

2%

Serie

agreeSeries1, 3

somewhat

agree, 15, 15%

Series1, 4

sligtly agre

15, 15%Series1, 5

neither agree

nor disagree,

18, 18%

Series1, 6

somewhat

disagree, 11,

11%

Series1, 7

disagree, 16,16%

Series1,

8

strongly

disagree,

17, 17%

1 strongly agree 1

2 agree 15

3 somewhat agree 26

4 slightly agree 25

5 neither agree nor

disagree

20


7 disagree 4


1 strongly agree 2

2 agree 6

3 somewhat agree 15

4 slightly agree 15

5 neither agree nor

disagree

18


7 disagree 16


1 strongly agree 6

2 agree 17

3 somewhat agree 8


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Note:- it was analyzed that not feel stressed at the workplace say most of the employees

Question.16. At some point during the encounter I felt stressed or found it a strain because it was

difficult to maintain the role that I was taking on?

Notes:- it was analyzed that so much employees said they

are not agree not disagree that they feel stress and not follow proper role to perfume the job.

Question.17. I felt that there were rules or protocol about how I spoke or acted in this encounter

(e.g. my company expects people in my position to behave in a certain way or have a certain

manner)?

Chart Title

1 strongly agree 2 agree

3 somewhat agree 4 sligtly agree

5 neither agree nor disagree 6 somewhat disagree

7 disagree 8 strongly disagree

Chart Title1 strongly agree

2 agree

3 somewhat agree

4 sligtly agree

5 neither agree no

disagree

4 slightly agree 12

5 neither agree nor

disagree

8


7 disagree 21


1 strongly agree 7

2 agree 13

3 somewhat agree 13

4 sligtly agree 15

5 neither agree nor

disagree

25


7 disagree 13


1 strongly agree 4

2 agree 35

3 somewhat agree 13


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Notes:- it was analyzed that most of employees agree with my company expects people in my

position to behave in a certain way or have a certain manner.

DATA ANALYSIS OF JOB RELATED AFFECTIVE WELL BEING

Question.1. my job made me feel at ease?

Analysis:- it was analyzed that most of employees feel at ease at the workplace to performing

1 strongly agree

2 agree

3 somewhat agr

4 sligtly agree

5 neither agree

6 somewhat dis

7 disagree

8 strongly disag

never

rarely

sometimes

often

always

4 slightly agree 10

5 neither agree nor

disagree

12

6 somewhat

disagree

14

7 disagree 6


1 never 8

2 rarely 12

3 sometimes 16

4 often 22

5 always 42

total 100


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job

Question.2. My job made me feel angry?

Analysis:- it was analyzed that in some case they feel angry in rare case through dealing with

customer its the basic human nature .

Question 3. My job made me feel anxious?

Analysis:-it was analyzed that sometime employees feel very anxious, restless at the job

performing time.

1 neve

2 rare

3 som

4 ofte

5 alwa

1 ne

2 rar

3 som

4 oft

5 alw

1 never 12

2 rarely 46

3 sometimes 23

4 often 15

5 always 4

total 100

1 never 3

2 rarely 41

3 sometimes 42

4 often 10

5 always 4

total 100


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Question 4. My job made me feel bored?

Analysis:- it was analyzed that sometimes most of employees feel bored because throughinteracting with customer they hide the actual feeling, smile sometime its feeling bored.

Question 5. My job made me feel calm?

Analysis:-it was analyzed sometimes at the workplace employees feel calm, peace

Question 6. My job made me feel content?

1 never

2 rarely

3 somet

4 often

5 alway

1 never

2 rarely

3 sometim

4 often

5 always

5 total

1 never 15

2 rarely 23

3 sometimes 41

4 often 12

5 always 9

total 100

1 never 1

2 rarely 16

3 sometimes 50

4 often 16

5 always 17

total 100


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Analysis:- it was analyzed that most of employees often feel content through job which through

they perform task amazingly

Question 7. My job made me feel depressed?

Analysis:- it was analyzed that sometime most of the employees feeling depressed at the job

performing time

Question 8. My job made me feel discouraged?

1 nev

2 rare

3 som

4 ofte

5 alw

1 never

2 rarely

3 sometime

4 often

5 always

1 never 3

2 rarely 25

3 sometimes 18

4 often 39

5 always 15

total 100

1 never 10

2 rarely 34

3 sometimes 37

4 often 10

5 always 9

total 100

1 never 21

2 rarely 24

3 sometimes 38


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Analysis:- it was analyzed that sometime employees suffering through discouraged in case of

new project, others

Question 9. My job made me feel energetic?

Analysis:- it was analyzed that in the banking sector often that most of employees feel energetic

workplace

Question 10. My job made me feel excited?

1 n

2 ra

3 so

4 o

5 a

1 ne

2 ra

3 so

4 of

5 al

4 often 13

5 always 4

total 100

1 never 7

2 rarely 12

3 sometimes 27

4 often 30

5 always 24

total 100

1 never 8

2 rarely 8

3 sometimes 34

4 often 17

5 always 33

total 100


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Analysis:- it was analyzed that sometimes employees feel excited when they performing task

Question 11. My job made me feel enthusiastic?

Analysis:- in the banking sector it was often sometime banking employees feel enthusiastic at

the task time or assign new project.

Question 12. My job made me feel frightened?

1 never

2 rarely

3 sometimes

4 often

5 always

1 nev

2 rare

3 som

4 ofte

5 alw

1 never 4

2 rarely 19

3 sometimes 30

4 often 27

5 always 20

total 100

1 never 34

2 rarely 25


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Analysis:- it was analyzed that in the banking sector most the employees dont participate in the

frighten

Question13. My job made me feel furious?

Analysis:-it was analyzed that in the banks so much politics at the performing task and most of em

rarely feel furious at the workplace

Question 14. My job made me feel gloomy?

1

2

3

4

5

1 nev

2 rare3 som

4 ofte

5 alw

3 sometimes 19

4 often 11

5 always 11

total 100

1 never 9

2 rarely 37

3 sometimes 22

4 often 21

5 always 11

total 100

1 never 4

2 rarely 28


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Analysis:- sometime employees feel gloomy to performing task, interacting with customer

Question 15. My job made me feel fatigued?

Analysis:- it was analyzed that sometime banking employees feel very tried to the working task

Question 16. My job made me feel inspired?

1 never

2 rarely

3 sometime

4 often

5 always

1 never

2 rarely

3 sometim

4 often

5 always

3 sometimes 48

4 often 9

5 always 11

total 100

1 never 4

2 rarely 18

3 sometimes 48

4 often 22

5 always 8

total 100

1 never 2

2 rarely 14

3 sometimes 23

4 often 12


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Analysis:- it was analyzed that most of employees feel that this job feeling very inspired always

Question 17. My job made me feel satisfied?

Analysis:- it was analyzed that in the banking sector employees feeling satisfied with your job

always

1 nev

2 rar

3 som

4 oft

5 alw

1 never

2 rarely

3 sometimes

4 often

5 always

5 always 49

total 100

1 never 1

2 rarely 12

3 sometimes 21

4 often 17

5 always 49

total 100


50/60

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FINDINGS

1. Employees are staying in banks in long time that which through they get more experience

and hide the emotion at the workplace.

2. Working environment of banking sector is very well and understandable.

3. Most Employees are high pleasure and high arousal which through they reduced their

work stress and control their emotions.

4. Most of the employees given best grade to the company which through company get the

growth.

5. Employees are satisfied with job related affective well-being.


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SUGGESSTIONS AND RECOMMENDATIONS

1. For the employees development time to time update through providing trainging and

conduct the workshop of new task it is obviously come under the emotional labor and job

related affective well-being.

2. Employees motivation and confidence is necessary for the employees which through

employees work very effectively and very efficiently. So time to time provide some

benefits to the employees and updating to the new technology.

3. To provide the leave in proper time to the employees rest.

.4. To create a healthy environment in the company which through employees work very

effectively


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LIMITATION OF THE STUDY

1. Not to proper support to the banking employees in the workplace.

2. The study which posses a time constraint on the research.

3. There was lack of availability of ample information. Most of the information has been

kept confidential.


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CONCLUSION

The emotional labor and job related affective well-being is one of the most challenging of HRM

activities. Emotional labor and job related affective well-being plays an important role in

attracting, retaining, motivating, and enhancing employees performance as well as in the

achievement of organizational goals. Employees expect to be healthy and well-being

environment and expect to the customer for the contribution to healthy relation if any fault find

then to disclose the feeling, emotions not expose its affect in job related affective well being.

They make toward the achievement of organizational objectives. At the same time, employees

expect rewards to be fair and healthy environment.


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BIBLIOGRAPHY

REFERENCES

1. Rafaeli, A., & Sutton, R. I.(1987). Expression of emotion as part of the work role. . 12,23-

37.

2. Rafaeli, A., & Sutton, R. I.(1989). The expression of emotion in organizational life 11,1-

42.

3. Mann, S. (1999), Emotion at work: to what extent are we expressing, suppressing, or

faking it?, European Journal of Work & Organizational Psychology, Vol. 8, pp. 347-69.

4. Brotheridge, C.M. and Grandey, A.A. (2002), Emotional labor and burnout: comparing

two Perspectives of people work, Journal of Vocational Behavior, Vol. 60 No. 1, pp.

17-39.

5. Tolich, M.B. (1993), Alienating and liberating emotions at work: supermarket clerks

performance of customer service, Journal of Contemporary Ethnography, Vol. 22 No.

3,pp. 361-81.

6. Leidner, R. (1999), Emotional labor in service work, Annals of the American Academy

of Political Science, Vol. 56 No. 1, pp. 81-95.

7. Glomb, T.M. and Tews, M.J. (2004), Emotional labor: a conceptualization and scale

Development, Journal of Vocational Behavior, Vol. 64 No. 1, pp. 1-23.

8. Taylor, S. (1998), Emotional labor and the new workplace, in Thompson, P. and

Warhurst, C. (Ads), Workplaces of the Future, Macmillan, Basingstoke.

9. Tsai, W. and Huang, Y. (2002), Mechanisms linking employee affective delivery and

customer behavioral intentions, Journal of Applied Psychology, Vol. 87 No. 5, pp. 1001-

8.

10.Hochschild, A. (1983). The managed heart: Commercialization of human feeling.

Berkeley: University of California Press.

11.Ashforth, B.E. and Humphrey, R.H. (1993), Emotional labor in service roles: the

influence of identity, Academy of Management Review, Vol. 18 No. 1, pp. 88-115.


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12.Karabanow, J. (1999). When caring is not enough: Emotional labor and youth shelter

workers. Social Service Review, 73, 340-358.

13.Guy, M. E., & Newman, M. A. (2004). Womens jobs, mens jobs: Sex segregation and

emotional labor.Public Administration Review 64(3), 289-298

14.Kubzansky, L. D., Kawachi, I., Spiro, A., Weiss, S. T., Vokonas, P. S., & Sparrow, D.

(1997). Is 84 worrying bad for your heart? A prospective study of worry and coronary

heart disease inthe normative aging study. Circulation, 95, 818-824.\

15.Ruthig, J. C., Chipperfield, J. G., Perry, R. P., Newall, N. E., & Swift, A.

(2007).Comparative risk and perceived control: Implications for psychological and

physicalwell-being among older adults. The Journal of Social Psychology, 147, 345-367.

16.Rystedt, L. W., Johnsson, G., & Evans, G. W. (1998). A longitudinal study of work load,

health and well-being among male and female urban bus drivers. Journal ofOccupational and Organizational Psychology, 71, 35-45.


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APPENDIX

(QUESTIONAIRE)

Name ..

Age (A) 20 to 30 (B) 30 to 40 (C) 40 to 50 (D) 50 to 60

Where you work

Mobile No. (Optional) ...

Gender (A) Male (B) Female

SCALE NO. 1 Emotional Labor Scale

Given the rate for that you are feeling

Agree 1 2 3 4 5 6 7 8 Disagree

1 How much during the encounter did you hide (or try to hide) some kind of emotion

from the other person?

2 . Because of events in my personal life or at work, I felt negative (e.g. depressed,

upset, angry, frustrated) BEFORE this encounter, but felt that I had to try to hide my

feelings and put on a brave face to the other person

3 Because of events in my personal life or at work, I felt positive (e.g. excited, happy,

proud) BEFORE this encounter, but felt that I had to try to hide (or tone down) my

feelings from the other person.

4 During the encounter, I felt that I was acting a role or taking on a role such as

helper, advisor, expert, teacher, parent, counselor or boss.

5 At some point during the encounter I felt that I intentionally conveyed (or attempted

to convey) a positive emotion or feeling that I did not really feel but that was

appropriate at the time (I pretended to be happy, excited, interested etc).

6 At some point in the encounter, I felt that I intentionally conveyed or attempted to

convey) a negative emotion or feeling that I did not really feel but that was

appropriate at the time (e.g. I pretended to be angry, upset, dismayed etc).7 During the encounter I felt that the other person expected me to take on a role such

as helper, advisor, expert etc

8 I felt that I acted differently in this encounter than I would have done at home or

with friends

9 I felt a bit fake as if I was not really being me at some point in this encounter

10 I felt that I suppressed or hid (or tried to) positive emotions at some point in this


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encounter (e.g. I felt happy or excited but tried not to show it)

11 I felt that I suppressed or hid (or tried to) negative emotions at some point in this

encounter (e.g. I felt angry, depressed or dismayed but I tried not to show it)

12 I felt that at some point, the other person expected me to have a particular face or

disposition (e.g. the expected me to act friendly, helpful, enthusiastic, cool,

emotionless, distant, warm etc

13 I psyched myself up so that I would genuinely feel any emotion that I was

expected to feel (e.g. the other person was very excited so I tried to work up

enthusiasm too)

14 At some point, I laughed r frowned because it was expected rather than because I

found something amusing or distressing

15 At some point I felt stressed or found it a strain because I could not show my true

feelings (because it would not have been appropriate)

16 At some point during the encounter I felt stressed or found it a strain because it was

difficult to maintain the role that I was taking on17 I felt that there were rules or protocol about how I spoke or acted in this encounter

(e.g. my company expects people in my position to behave in a certain way or have

a certain manner)

Total no.

SCALE NO. 2 Job related Affective Well-Being Scale

1. Never 2.Rarely 3.Sometimes 4.Often 5.Always

Job related Affective Well-Being Scale

1 My job made me feel at ease Never Rarely Sometimes Often Always

2 My job made me feel angry Never Rarely Sometimes Often Always

3 My job made me feel anxious Never Rarely Sometimes Often Always

4 My job made me feel bored Never Rarely Sometimes Often Always

5 My job made me feel calm Never Rarely Sometimes Often Always

6 My job made me feel content Never Rarely Sometimes Often Always

7 My job made me feel depressed Never Rarely Sometimes Often Always

8 My job made me feel discouraged Never Rarely Sometimes Often Always9 My job made me feel energetic Never Rarely Sometimes Often Always

10 My job made me feel excited Never Rarely Sometimes Often Always

11 My job made me feel enthusiastic Never Rarely Sometimes Often Always

12 My job made me feel frightened Never Rarely Sometimes Often Always

13 My job made me feel furious Never Rarely Sometimes Often Always

14 My job made me feel gloomy Never Rarely Sometimes Often Always


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15 My job made me feel fatigued Never Rarely Sometimes Often Always

16 My job made me feel inspired Never Rarely Sometimes Often Always

17 My job made me feel satisfied Never Rarely Sometimes Often Always

Research port

Documents

performance of emotional

theterm emotional labor

project work

quality of service

performsuch labor

emotional laboron job

service exchange

customer service workers