Abstract:
Emotional labour is the regulation of employee feelings and expressions at work.
Emotional labour is a critical aspect, especially in the hotel employees, because they
are required to interact with the customers and the co-workers more closely. The hotel
workers need emotional display requirements, and the employees have to actively
regulate the emotions and the emotional displays to meet the customers' expectations.
Therefore, the objective of this study was to identify the impact of emotional labour on
the work outcomes of non-managerial employees. The philosophical approach of the
research was positivism because the research was based on natural sciences following
the employees' labour outcomes. The researcher implemented quantitative research
approach to measure the objectives of the research. The research method relied
basically on the questionnaire, and focused on the collection and the analysis of the
numerical data and the statistics. The sample size was the subgroup of the elements.
Among twelve groups of the Cinnamon hotels, three organizations were selected as the
sample. The results from 172 employees were used to analyse the data. The research
findings identified that the hotel's heavy workload had affected employees badly. The
employees felt adverse effects, including stress, mood disorders and illness. Those
overwhelming workloads had led to physical fatigue, employee burnout, and mental
disorders and directly affected the employee's performance. According to the feedback,
most employees were unhappy with their job and were totally dissatisfied and
emotionally exhausted. The suggestions would be conducting training and awareness
programs about emotional labour, increasing the salary of the non-managerial
employees, organizing field trips and day outings to minimize the stress, burnout
fatigue, and dissatisfaction of the employees, regulating the working hours of the
employees.
Keywords: Emotional e
