Please use this identifier to cite or link to this item: https://www.um.edu.mt/library/oar/handle/123456789/6786
Title: A study on emotional labour in employees working in the Maltese service industry
Authors: Tagliaferro, Lorraine
Keywords: Work -- Psychological aspects
Job satisfaction
Big Five model
Service industries
Issue Date: 2015
Abstract: Emotional labour is a relatively new field of research for organisational scholars, and involves the management of emotions in line with organisationally defined display rules. Emotions are increasingly being traded for a wage as they become an integral part of many transactions in the economic world. Studies on the effect of performing emotional labour yield different findings, with the majority accepting the notion that performing emotional labour, and surface acting in particular take a toll on employees’ well-being and lead to emotional exhaustion and job dissatisfaction. This study examines the nature of emotional labour and explores research instruments for measuring job satisfaction, emotional exhaustion and personality. Furthermore, it searches for any existing association between the performance of emotional labour and related consequences of job satisfaction and emotional exhaustion. The project also evaluates how different subgroups reacted to the research questions and if there were high significant difference in how each group of respondents answered the various questions. Data from 279 participants was statistically examined and interpreted in light of findings from literature. Every care was taken to limit bias and error, however, considering the human element involved, the present study also puts forward a set of limitations which exist. As a concluding note, the study offers a number of recommendations for upcoming explorations, and presents several proposals for practical implementation in the field, in support of employees working in the service industry.
Description: EXECUTIVE M.B.A.
URI: https://www.um.edu.mt/library/oar//handle/123456789/6786
Appears in Collections:Dissertations - FacEma - 2015

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