Effect of Emotional Labour on Job Satisfaction and Burnout of Restaurant Employees

Hotel employees work on a 24x7 basis and the job includes emotional labour along with physical and intellectual labour. The experience of emotional labour is related to reduced job satisfaction and increased burnout. Therefore, in the present research, the effect of emotional labour on the job satisfaction and burnout of 60 restaurant employees was studied. These employees from various restaurants in Pune were in direct contact with customers. A significant relationship was found between emotional labour and job satisfaction (r=-.279, p<.05). Deep acting was significantly related to emotional exhaustion (r=-.245, p< .05) and depersonalization (r=-.350, p<.01). Surface acting was significantly related to emotional exhaustion (r = .485, p <.001) and personal accomplishment (r = -.285, p< .05). Regression analysis indicated that Surface Acting is a significant predictor of Emotional Exhaustion (R² =235, β=485, p<.001) while Deep Acting alone is a significant predictor for Depersonalization (R² =.123, β=-.35, p<.01). Frequency of displaying emotions (R²=.095, β=-.52, p<.001) and Deep Acting (R²=.084, β=.36, p<.05) explained 17.9% of the variance injob satisfaction.