Role of coping and perceived organisational support in relationship between emotional labour and burnout among public and private sector bank employees

Abstract

The emotional labour in 21st Century has become as vital as muscular labour of 18th Century. The emotional labour has been defined by Hochschild (1983) as the management of feeling to create a publicly observable facial and bodily display; emotional labour is sold for a wage and therefore has exchange value (p.7). The need to satisfy the emotional desires of customer, which often strongly predict better perception of product quality of both goods and services (Ashforth and Hamphery, 1993). Thus, the emotional labour has grown in service industry exponentially, having costs and benefits both. The most significant cost is burnout, this study is an attempt to understand the relationship between the cause and the cost, and also explore effect of coping and perceived organisational support on the relationship. newlineThe study originated with objective of exploring the emotional labour in public and private sector banks. The other objectives were to estimate the level of emotional labour, burnout, coping and perceived organisational support in public and private sector banks of India; and explore relationship between these variables. Last objective of this study was to examine the moderation effect of coping and perceived organisational support on the relationship between emotional labour and burnout. newline