ORGANIZATIONAL BEHAVIOR Management Research Paper Essay

Emotional Labor in Workplace Settings
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Table of Contents TOC \o "1-3" \h \z \u Introduction PAGEREF _Toc60336207 \h 3Literature Review PAGEREF _Toc60336208 \h 3Emotional Labor PAGEREF _Toc60336209 \h 3Factors of Emotional labor PAGEREF _Toc60336210 \h 4Impact of Emotional Labor on Work Engagement PAGEREF _Toc60336211 \h 4Emotional Labor in Different Businesses PAGEREF _Toc60336212 \h 5Food Industry PAGEREF _Toc60336213 \h 5Banking Industry PAGEREF _Toc60336214 \h 5Nursing Industry PAGEREF _Toc60336215 \h 5Analysis PAGEREF _Toc60336216 \h 6Survey on Emotional Labor PAGEREF _Toc60336217 \h 7Emotional Labor and Nursing Sector PAGEREF _Toc60336218 \h 7Emotional Labor and Banking sector PAGEREF _Toc60336219 \h 8Emotional Labor and Food Industry PAGEREF _Toc60336220 \h 8Discussion PAGEREF _Toc60336221 \h 8Summary and Conclusion PAGEREF _Toc60336222 \h 9References PAGEREF _Toc60336223 \h 11Appendix PAGEREF _Toc60336224 \h 13
"Emotional Labor in Workplace Settings"
Introduction
This paper represents the role of emotional labor on employee's well-being and engagement. Emotional labor is the management of employee's emotions concerning their job role. According to Cetin, Icoz, and Gokdeniz (2018), organizations expect their employees to regulate personal feelings and emotions while they are working. The outcome of emotional labor is both negative and positive for the organization. Though emotional labor engages employees, it adversely affects their well-being and job satisfaction. Therefore, this study investigated the attributes of emotional labor that are most influential in employees' work engagement and job satisfaction. The study examined emotional labor from three different work settings, namely the food sector, banking sector, and nursing, to support the findings from different dimensions. Specifically, the paper exaggerates findings of related literature within the context of the US economy. The structure of the study encompasses the literature review, analysis, conclusion, and recommendations.
Literature Review
Emotional Labor
According to Nguyen and Stinglhamber (2020), employees need massive energy to modify their inner emotions to work. In other words, the employees must pump themselves every time they go to work. For instance, flight attendants keep reminding themselves that passengers are their guests and must treat them well. The impact of emotional labor is negative and positive. The advantage of emotional labor is that it keeps the employee engaged with their work.
Moreover, employees stay motivated to perform their duties (Cetin, Icoz, & Gokdeniz, 2018). However, the disadvantage of emotional labor is that the outcomes are not consistent. Thus, organizations must incorporate intensive external pressure on the employees to keep them motivated.
Factors of Emotional labor
Cetin, Icoz, and Gokdeniz (2018) explored different factors of emotional labor. The authors figured out emotional dissonance, interaction, and positive relationship as the key factors of emotional labor. Previously, Erickson and Ritter (2001) examined the impact of emotional labor on employees' psychology and reported a strong relationship between the variables. The author also argued that emotional labor negatively influences the well-being of employees. Correspondingly, Dhamija and Singla (2016) defined when an individual's wellness is affected by emotional rules, and it gives rise to emotional dissonance. Besides, people interact with each other and develop a relationship. These relationships foster the level of each interaction. Altogether, factors of emotional labor affect the well-being of an individual.
Impact of Emotional Labor on Work Engagement
According to Hocschild (2008), interactions and relationships evoke feelings in an individual. As per Aung and Tewogbola (2019) findings, relationships, and interactions are emotional labor factors. Thus, the level of interaction and intensity of the relationship back up the outcome of emotional labor. Specifically, the impact of emotional labor on the work-engagement is strong (Aung & Tewogbola, 2019; Nguyen & Stinglhamber, 2020). The only drawback is that the impact is not consistent, and soon it fades away. It is the reason; most of the organizations mandate themselves to induce several externally motivational forces and boost employee engagement. Besides, the impact of emotional labor on work engagement is and strong.
Additionally, Yoo and Jeong (2017) listed that emotional labor negatively influences job satisfaction, well-being, and organizational commitment. Besides, the intention to leave the job becomes strong. Gradually, the employee turnover rate increases. Therefore, organizations try to maintain a balanced emotional level in the workplace.
Emotional Labor in Different Businesses
Various jobs demand outward enthusiasm and emotional labor from employees. The role of emotional labor is different in different sectors. For instance, in some businesses, emotional labor acts as a source of earning tips, while it is a fundamental demand (Wilkinson, 2018). Thus, this report explores the role of emotional labor in the following business sectors.
Food Industry
The food industry requires direct interaction between employees and customers. Therefore, employees must show outward enthusiasm and serve their customers with appealing gestures (Muller, 2016). Precisely, employees must display concerns towards customer's needs. This display fosters a strong relationship between the customers and the brand. However, the interests of the employees are sometimes compromised. Thus, emotional labor acts positively for the organization but negatively for the employees in the food sector.
Banking Industry
In the banking sector, employees must show concern to every consumer for sustaining a long-term relationship. During the process, the employee feels critical pressure from the organization. Dhamija and Singla (2016) confirmed a negative impact of emotional labor on the well-being of bankers. Subsequently, it influences the job satisfaction of the employees at the bank as well.
Nursing Industry
According to Oh and Kim (2018), it becomes extremely crucial for nurses to maintain an emotional balance at work. Additionally, Jung and Park (2019) illustrate that nursing is a complex profession because of emotional and physical involvement. Most importantly, the nurses have to interact with patients and their relatives simultaneously. Hence, the nurses have to maintain an emotional balance between the patient, relatives, and the doctors spontaneously. This act adds to the complexities of a nurse's job.
Analysis
In modern changes, management is exceptionally concerned with employees because consumers show more loyalty towards those brands that offer exceptional customer services and maintain a healthy relationship. In this manner, the customer service team plays a critical role in interacting with the focused group and acquires emotional-stability to handle the complicated situation without stress, burnout, and anxiety-like in nursing (Vermaak, Görgens-Ekermans & Nieuwenhuize, 2017). By observing the significant importance of emotional stability among frontline officers, human resource (HR) management overly focuses on improving the problem-solving and stress-management skills of emotional labor. Therefore, managing the workforce is a substantial need for HR, as they feel stressed while labeling emotions against their genuine outlooks (Wu, Shie & Gordon, 2017). Henceforth, emotional labor constructively adds value to the business bottom line by engaging with customers, but suppressing their emotions for organizational feeling rules upset their productivity at work situations.
The superficial acting among the emotional labor to be calm and positive in the uncertain situation to display the employee's well-being is stressful. It reduces employee dedication towards work responsibilities (Bartram et al., 2012). For understanding the intensity of satisfaction among emotional labor in different sectors, the research focuses on the field research and interviews on the emotional labor to discover the issue...