Syed Naiyar u nisa, Mushtaq Ahmad Lone
Syed Naiyar u nisa1*, Mushtaq Ahmad Lone2
1Research Scholar, Department of Management Studies, Central University of Kashmir, Ganderbal - 191201 Jammu and Kashmir, India.
2Sr. Assistant Professor, Department of Management Studies, Central University of Kashmir,Ganderbal - 191201 Jammu and Kashmir, India.
Volume - 13,
Issue - 2,
Year - 2022
Researchers from the field of management and psychology are of firm belief that emotions significantly affect workplace attitudes and other organisational outcome variables. In service sector employees act as ambassadors of an organisation and represent the culture and values of an organisation to its customers. The relevance of emotional labor in studies of gender at workplace has increased in recent times. The present study has made an attempt to find whether men and women employees in the bank perform emotional labor diversely. The aim of the study was to assess emotional labor through hiding, faking emotions and deep acting that is performed by the banking employees operating in Kashmir province of the state Jammu and Kashmir. The findings of the present study reveal that the emotional labor is high in females than in males, it was found that female employees perform hiding and faking emotions more significantly than male employees and it was also found that the female employees perform more deep acting than male employees, In light to the above findings the implications to the organisation would be as emotional labor is performed differently as per both males and females, at the time of staffing decisions and training and development policies should be set as keeping in the view gender sensitivity, this will eventually reduce the negative effect of emotional labor and would lead to better performance of work. Further organisation should focus more on deep acting as of its positive outcomes at workplace.
Cite this article:
Syed Naiyar u nisa, Mushtaq Ahmad Lone. Emotional Labor and Gender: A Study of Bank Tellers in Kashmir. Asian Journal of Management. 2022;13(2):134-8. doi: 10.52711/2321-5763.2022.00024
Syed Naiyar u nisa, Mushtaq Ahmad Lone. Emotional Labor and Gender: A Study of Bank Tellers in Kashmir. Asian Journal of Management. 2022;13(2):134-8. doi: 10.52711/2321-5763.2022.00024 Available on: https://ajmjournal.com/AbstractView.aspx?PID=2022-13-2-6
1. Grandey, A. (2000). Emotion regulation in the workplace: A new way to conceptualize emotional labor. Journal of Occupational Health Psychology, 5(1): 95–110
2. Hochschild, A. R. (1983/2003). The managed heart: Commercialization of human feeling. Berkeley: University of California Press
3. Bolton, S. C. (2009). Getting to the heart of the emotional labour process: a reply to Brook. Work, employment and society, 23(3): 549-560.
4. Morris JA and Feldman DC (1996) The dimensions, antecedents, and consequences of emotional labor. Academy of Management Review 21(4): 986−1010.
5. Rafaeli, A., and Sutton, R. I. (1987). Expression of emotion as part of the work role. Academy of Management Review, 12(1); 23–37
6. Gosserand, R. H., and Diefendorff, J. M. (2005). Emotional display rules and emotional labor: the moderating role of commitment. Journal of Applied Psychology, 90(6): 1256.
7. Pugh, S.D. (2001). Service with a smile: Emotional contagion in the service encounter. Academy of Management Journal, 44(5): 1018-1027
8. Wolcott-Burnam, S. B. (2004). Examining emotional labor from an interactionist perspective: The impact of work conditions on the relationship between emotional labor and outcomes (Doctoral dissertation, Central Michigan University).
9. Shridhar, R., and Sharma, A. (2020). Internet Technology and Indian Banking Sector. Asian Journal of Management, 11(1); 120-124.
10. Brody, L. R., and Hall, J. A. (2000). Gender, emotion, and expression. In M. Lewis and J. M. Haviland Jones (Eds.), Handbook ofemotions (pp. 338–349). New York, NY: Guilford Press
11. Shields, S. (2000). Thinking about gender, thinking about theory: Gender and emotional experience. In A. H. Fischer (Ed.), Gender and emotion: Social psychological perspectives (pp. 3–23). Cambridge: Cambridge University Press
12. Lutz, C. (1988). Unnatural emotions: Everyday sentiments on a Micronesian atoll and their challenge to Western theory. Chicago: University of Chicago Press
13. Connell, R. W. (2005). Masculinities. Berkeley: University ofCalifornia Presss
14. Jansz, J. (2000). Masculine identity and restrictive emotionality. In A. H. Fischer (Ed.), Gender and emotion: Social psychological perspectives (pp. 166–186). Cambridge: Cambridge University Press
15. Simon, R. W., and Nath, L. E. (2015). Gender and Emotion in the United States: Do Men and Women Differ in Self ‐ Reports of Feelings and Expressive Behavior? Gender and Emotion in the United States: Do Men and Women Differ in Self-Reports of Feelings and Expressive Behavior? 1, 109(5): 1137–1176.
16. Ashforth, B. E., and Humphrey, R. H. (1993). Emotional labor in service roles: The influence of identity. Academy of management review, 18(1): 88-115.
17. Biron, M., and Veldhoven, M. Van. (2012). Emotional labour in service work: Psychological flexibility and emotion regulation Emotional labour in service work: Psychological flexibility and emotion regulation, (June). https://doi.org/10.1177/ 0018726712447832
18. Lee, R. T., Lovell, B. L., and Brotheridge, C. M. (2010). Relating physician emotional expression to shared understanding and shared decision-making with patients. International Journal of Work Organisation and Emotion, 3(4): 336-350.
19. Lee, K. J., and Lee, E. (2011). The relationship of emotional labor, empowerment, job burnout and turnover intention of clinical nurses. Korean Journal of Occupational Health Nursing, 20(2): 130-142.
20. Newman, M. A., Guy, M. E., and Mastracci, S. H. (2009). Beyond cognition: Affective leadership and emotional labor. Public Administration Review, 69(1): 6-20.
21. Yang, S. B., and Guy, M. E. (2015). Gender effects on emotional labor in Seoul metropolitan area. Public Personnel Management, 44(1): 3-24.
22. Meier, K. J., Mastracci, S. H., and Wilson, K. (2006). Gender and emotional labor in public organizations: An empirical examination of the link to performance. Public Administration Review, 66(6): 899-909.
23. Phillips, S. G., and Masih, E. (2019). Impact of job satisfaction on performance of women employee of banking industry-A study in Kanpur city. Asian Journal of Management, 10(4): 394-399.
24. Burke, S., and Collins, K. M. (2001). Gender differences in leadership styles and management skills. Women in management review.
25. Furumo, K., and Pearson, J. M. (2007). Gender-based communication styles, trust, and satisfaction in virtual teams. Journal of Information, Information Technology and Organizations, 2
26. Fay, C. L. (2011). Gender Differences in Emotional Labor.
27. Simpson, P. A., and Stroh, L. K. (2004). Gender differences: emotional expression and feelings of personal inauthenticity. Journal of Applied psychology, 89(4): 715.
28. Lee, R. T., Lovell, B. L., and Brotheridge, C. M. (2010). Relating physician emotional expression to shared understanding and shared decision-making with patients. International Journal of Work Organisation and Emotion, 3(4): 336-350.
29. Lee, K. J., and Lee, E. (2011). The relationship of emotional labor, empowerment, job burnout and turnover intention of clinical nurses. Korean Journal of Occupational Health Nursing, 20(2): 130-142
30. Sampoornam, W. (2016). Effects of Emotional Labor and Communication Competence on Turnover Among Nurses in Selected Hospitals at Erode. International Journal of Advances in Nursing Management, 4(3): 277-278
31. Das, R. P., and Sahu, T. L. (2014). Relationship between Demographic Variables and Emotional Intelligence among Bank Employees-A Study. Asian Journal of Management, 5(2): 196-201.
32. Guy, M. E., and Newman, M. A. (2004). Women’s jobs, men’s jobs: Sex segregation and emotional labor. Public Administration Review, 64: 289-298.
33. Sahu, S., and Khan, K. A. U. Z. (2014). Moderating Role of Perceived Organizational Support on the Relationship between Emotional Intelligence and Organizational Commitment. Asian Journal of Management, 5(2): 202-204.