EMOTIONAL LABOUR AND ITS EFFECT ON PERSONAL WORK OUTCOMES OF NON-MANAGERIAL STAFF WITH SPECIAL REFERENCE TO CINNAMON HOTELS AND RESORTS

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