Emotional Labour - An Empirical Analysis of Its Correlation with Well Being

Abstract

Banking organisations need an effective workforce to keep customers happy. These days, every organisation try to give the best possible outcomes to their client. For this they are training their employees to hide or face their personal feelings for better results. In the process of keeping customers happy by ignoring their personal feelings, employees generally face emotional labour which leads to lowering down of their mental and physical health. The present study aims at studying the relation between emotional labour and well-being. The data of 251 bank employees from three districts i.e. Jalandhar, Patiala, Ludhiana was collected through simple random sampling for collecting the data on Emotional Labour, a standardised questionnaire of Blau (2010) was used as for well-being, standardised questionnaire of Kaur (2014) was used. Empirical research was conducted to check the correlation between emotional labour and well being. Mean, median, mode and skewness was applied to test the level of emotional labour and well being and the results obtained from descriptive statistics showed average scores on emotional labour and low scores on well being. Emotional Labour was negatively correlated with well being. Females had higher scores of well being than males. ANOVA technique was applied to find the difference among different age categories with emotional labour and well-being and results revealed that there was no significant difference for emotional labour but partial difference for wellbeing. Similarly the test was applied for the testing of significant difference on the basis of gender and marital status. The results showed that unmarried employees had better scores of well being than male employees. Both the variables emotional labour and wellbeing showed a noticeable difference in the different category of experience. Employees working in various service organisations perform emotional labour on daily basis which affects their physical and mental health. When employees fake emotions they suffer from various problems related to heath which lowers done their well being. There was a reverse relation between emotional labour and well being wherein a higher emotional labour resulted in higher well being. Well being can be improved by providing training to employees. The present study was confined to 251 respondents of public sector banks only. Upcoming researcher can do research on private sector bank employees. The study was confined to three districts of Punjab. In the future, it can be done on other areas of northern Punjab.

Keywords: Emotional Labour, Well Being, Employees of Banks and Correlation

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