With globalization, world has become so competitive that every organization is cracking the hard nut to obtain the reward from this. Service sector has been working on the mantra that customer is the king.
Purpose:
The objective of this study is to find out the influence of emotional labour on job satisfaction among employees in selected private hospitals of Punjab. The data were collected from 586 employees through stratified random sampling.
Methods:
Dutch questionnaire on emotional labour (D-QEL) developed and validated by Näring, Briët & Brouwers (2007) and job satisfaction tool by Sharma and Tripathy (2010) were used to collect the data. Descriptive statistics was applied to check the level of emotional labour and job satisfaction, t-test and ANOVA were applied for testing hypothesis. Structural equation modelling was applied to find out the influence of emotional labour on job satisfaction.
Conclusions:
There was no significant difference in the level of emotional labour and job satisfaction for demographic variables such as age, gender, marital status, designations and years of experience. There was a significant influence of emotional labour on job satisfaction of the employees in selected private hospitals of Punjab. Emotional labour was negatively related with job satisfaction. Out of various dimensions of emotional labour: deep acting and emotional consonance had emerged as major cause of job satisfaction
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