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This study examines the emotional labour performed by employees in customer service roles working in the hospitality industry. The research investigates one of the consequences of performing emotional labour, namely, emotional exhaustion, and attempts to determine how self-monitoring and co-worker support can moderate the relationship between the emotional labour and the outcome variable taken in the study. Questionnaires were used to collect data from 230 participants working in five-star chains of hotel industry and those having direct customer interaction participated in the study. Self-monitoring was found to be a moderator in the relationship between emotional labour and emotional exhaustion. Similarly, the analysis indicated that the positive association was weakened between emotional labour and emotional exhaustion where the employees received higher support from co-workers. Managerial implications and suggestions for future research are also provided.

Emotional labor concerns emotions in organizational life and organizational attempts to control and direct how employees display emotions to customers. Teaching is a profession that requires almost constant interaction with students involving a high level of emotional labor. This includes such behavior as surface acting, deep acting and suppression of emotion. This paper reviews literature on emotional labor and aims to study the different constructs of emotional labor in the teaching profession. Data was collected from teachers teaching at the graduate and postgraduate level in reputed colleges. It discusses the association between the variables of emotional labor, emotional exhaustion and job satisfaction. [ABSTRACT FROM AUTHOR]