How Does Workplace Emotions Help Improve Work Outcomes?

1838 Words8 Pages
Introduction In the past, emotions were mostly ignored in the study of organisational behaviour as suggested in (Putnam & Mumby, 1993). The workplace was then viewed as a rational setting, where emotions compromise sound judgment. Consequently, emotions were not even considered as descriptions for a real workplace occurrence. Today, modern findings contradict the older views as more researchers are finding how workplace emotions help to explain important individual and organisational results. Specifically, researchers are starting to explore how employers and employees manage emotions to improve work outcomes in different type of industries. For example, an employee can alter how he/she feels, or what feelings he/she shows, in order to interact with customers or clients in a more effective way and in relation to organisational procedures. Managing emotions for a salary has been termed emotional labour by (Hochschild 1983) and the term will be used throughout the report in when describing this phenomenon. Hochschild’s emotional labour theory deals with emotions, which employees feel or pretend to feel, in order for them to meet their job’s requirements, even though their true emotions might differ from what the target (the customer) perceives. There is a great interest for the study of emotional labour in the service industry and there are numerous empirical studies in which researchers have studied various service industries, such as health care (Lentz 1954), fast food
Open Document