6 Antecedents and Outcomes of Emotional Labor:

Abstract- The role of emotions has gained prominence in the last decade. With intense competition, customers are more interested in the manner in which each service is delivered. In recent years, there has been a growing interest in the role that emotions play in the workplace (Fisher & Ashkanasy, 2000). Emotional labor is a key component of effective job performance, job satisfaction and employee well-being. Arlie Russell Hochschild, in her book “The Managed Heart”, first coined the term emotional labor to refer to “the management of feeling to create a publicly observable facial and bodily display”. In this paper, the perceived Emotional Labor in the Hotel Industry is studied. This study also analyses its relationship to selected antecedent variables and outcome variables and determines a good model fit for the same