An Investigation of Instigating and Consequent Factors of Emotional Labor

The changing scenario of today's organizational environment could be contributed to the inter-company competition and rivalry. In such scenario how emotions find their way in the organization is a matter of awe. Thus, this study aims to examine the process of emotional labor as performed by sales employees. In particular, this research investigates some of the hypothesized consequences of performing emotional labor such as job satisfaction ,job performance and burnout; and attempts to determine how certain variables like affectivity (positive and negative) and empathy (emphatic concern and emotional contagion) affect emotional labor The results of the study revealed a significant relation between negative aff-ectivity and surface level acting of emotional labor, where negative affectivity positively predicted surface level acting of emotions. Further, deep level of acting of emotions positively predicted burnout in employees.