Nowadaysthere has been a considerable increase in service sector jobs that involveface-to – face or voice- to- voice interactions between service providers andcustomers. Due to the rapid expansion of the service sector, Emotional Labourhas emerged as a prominent concept in the understanding of OrganizationalBehavior. There have been numerous attempts to define Emotional Labour, eachone having different emphasis and offers different perspectives toconceptualize it. The concept is undoubtedly multidimensional and implies afocus on the mechanisms employees use to match their outward emotional displaywith the organizational norms during their service encounter with thecustomers. Emotions at workplace are managed in response to the Organizationaldisplay rules which serves as a standard for the appropriate expression ofemotions.
During a typical service encounter, emotions are the cluster offeelings which are evoked in customers and employees and at times employees arerequired to manage and modify their own emotions, while attempting to managethe emotions of the customers. There is little agreement on the definition andconceptualization of Emotional Labour. The aim of this paper is to integratethe conceptualization of Emotional Labour through a systematic analysis ofliterature, to identify the effects of Emotional Labour on service employeesand to explore its significance in service encounter. As feelings are at the core of Humanemotions, emotions plays a very significant role in Organization. This papermakes an attempt to provide a comprehensive understanding of the concept of EmotionalLabour and its consequences during service encounter. The Service Organizationshould emphasize not only at the appropriate display of positive emotionsduring service encounter but also the ways in which these emotions areeffectively managed by the service employee and identify what associatedconsequences such an effort has on employees work outcome.