Open AccessWhat if it is too negative? Managing emotions in the organization
Author(s) -
Saqib Rehman,
Muhammad Ali Hamza,
Leena Anum,
Farah Sheikh Zaid,
Ahmed Hussain Khan,
Zahida Farooq
Publication year - 2021
Publication title -
management science letters
Language(s) - English
Resource type - Journals
eISSN - 1923-9343
pISSN - 1923-9335
DOI - 10.5267/j.msl.2020.12.024
Subject(s) - perception , emotional labor , business , hospitality , sample (material) , hospitality industry , psychology , situated , service (business) , marketing , tertiary sector of the economy , perceived organizational support , organizational commitment , public relations , social psychology , political science , chemistry , tourism , chromatography , neuroscience , artificial intelligence , computer science , law
Hospitality industry always looks for the exhibition of positive emotions from employees’ side and employees display it through suppressing negative emotions (surface acting) or expressing positive emotions (deep acting). The aim of this study is to examine the impact of emotional labor strategies on emotional exhaustion of employees through moderating effect of perceived organizational support. The study uses a sample of 190 employees of chain hotels situated in Lahore, Pakistan. Results concludes that hotels in hospitality sector should value the emotions of frontline employees to prevent them from getting emotionally exhausted, so they could serve the customers’ productively. Similarly, if organizations develop a mechanism and system that enhance the positive perception of organizational support among employees, it will decrease the adverse consequences of emotional labor. This research could be carried out in other service sectors like education, health, banking, airlines etc. where frontline employees matter a lot for organizational image.