Emotional Labor affects productivity and role of

management: Myth or Reality?

1. INTRODUCTION
Problem Statement
Emotional Labor Affects Productivity and Role of Management: Myth or
Reality?
Defining Important Terms
Emotional Labor
Emotional Labor is control of person behavior to display appropriate emotions. This means
that a person suppress his emotion to conform social norms and workplace norms.
Example
Professions that require emotional labor are: nurses, doctors, television actors and customer
satisfaction managers.
According to Hochschild (1983) in his book The Managed heart, jobs involving emotional
labor is defined as those that:

Require face-to-face or voice-to-voice contact with the public, require the worker
to produce an emotional state in another person, allow the employer, through
training and supervision, to exercise a degree of control over the emotional
activities of employees.
Productivity
By definition productivity is defined as
An economic measure of output per unit of input. Inputs include labor and capital, while
output is typically measured in revenues and other GDP components such as business
inventories
In Organizational context:
When the employees will do profitable behavior to increase their job performance is
commonly known as productive behavior. Its carry employees job satisfaction also.
Role of Management
The manager needs organization skills in the area of professional development for his staff
and himself. In addition, the manager himself must engage in self-evaluation and
communication with his superior to plan his professional development. Organizing a schedule
of interacting with employees on a regular basis and providing feedback to help their
development is a critical part of managing a workforce.

Emotional Labor affects productivity and role of

management: Myth or Reality?

Brief History of Organizations under Observation

Telecommunication Sector
Telenor

Warid

Telenor Group (OSE: TEL) is a Norwegian

multinational telecommunications company
headquartered at Fornebu in Brum, close to
Oslo. It is one of the world's largest mobile
telecommunications companies with
operations in Scandinavia, Eastern Europe and
Asia.

Warid Telecom International is an Abu

Dhabi-based
mobile
telecommunication
investment firm whose portfolio companies
provide telephony services in the Republic of
the Congo, Pakistan, and Uganda.
Vision:
To become the leader in national
communications arena with strong
international presence

Vision:
We're here to help"

Mission:

Mission:

Leaders in innovation and services

Mission is based on four things:

Warid has set certain objectives to achieve.

Be respectful

Keep promises

Competitive Objectives

Make it easy

Sales Objectives

Be inspiring

Customer Oriented Objectives

In addition to our focus on extending the

benefits of mobile communications, Telenor
contributes to society through selected social
investments.
The
companys
social
investments are focused on long-term
partnerships that can contribute to lasting
change.

Management
Warid Telecoms management aims to provide
every employee with the tool to professionally
groom and develop as highly successful
professional while achieving their career goals.

Management
They have a very supportive management that
helps employees in several ways like
supporting them in crisis; help them having a
stress free environment.

Food Sector
Texas Steak House

Pizza Hut

Texas steak house (Ground Flr, Zarkoon Plaza, Pizza Hut is an American restaurant chain and
Saddar).Pindi isn't the place to go for a good international franchise that offers different
steak - but if you are looking for one then this styles of pizza along with side dishes including
2

Emotional Labor affects productivity and role of

management: Myth or Reality?
uncomplicated family restaurant is probably salad, pasta, buffalo wings, breadsticks, garlic
your only choice. Serves a range of western bread and desserts.
food, including sizzling hot-plate style steaks.
Pizza Hut initiated its operations in Pakistan
Mission:
with its first restaurant way back in 1993. The
journey that started then continues to this day,
"We are in the business of selling steaks."
as the chain consists of over 40 outlets spread
all across Pakistan, and is arguably the largest
"Texas goal is to sell the best quality steaks
restaurant chain in Pakistan.
possible. To sell the best steaks possible, we
Concept:
focus on Quality, Service, and Cleanliness."
Pizza Hut serves YOU in the manner most
Management
befitting our original concept of family-style
enjoyment with our assorted dine-in locations,
A very cooperative and warm team of
store-front delivery and hybrid locations that
managers and waiters await for the guests.
offer both delivery as well as the option of
Management cooperates with the students as
well. Waiters are not that educated but they do dining-in.
their jobs very well.

Management
As an international Pizza chain, Pizza Hut has
an educated team of managers, each branch has
its own manager which is controlled by the
head offices. The waiters and waitresses are not
very educated but are cooperative, cheerful and
knowledgeable towards the customers

Education Sector
Roots School System

Beaconhouse School System

Roots School System is Pakistani chain of

private, fee-paying schools established in April
1988 at 74 Harley Street Rawalpindi. Roots
School System has more than 60 campuses
nationwide with over 15,000 students.

Beaconhouse School System (BSS) in

Pakistan is the Pakistan-based branch of an
international company with the same name. It
is a group of private fee-paying academic
institutions located throughout 30 cities in
Pakistan. BSS provides preschool education,
primary education, secondary education and
preparation for the international General
Certificate of Education (GCE) and local
Secondary
School
Certificate
(SSC)
examinations

The schools are divided into four groups:

Roots Millennium Schools led by Faisal
Mushtaq, Roots Ivy International Schools led
by Khadija Mushtaq, Roots International
Schools led by Waleed Mushtaq and Roots
Harley Schools led by Riffiat Mushtaq.

Management
Mission:
Roots aims to be a global school/college A very well educated management and teachers
committed to meeting the needs and ambitions reside in BSS. They believe strongly in their
of a diverse range of students by providing employees i.e. teachers. They cooperate and
3

Emotional Labor affects productivity and role of

management: Myth or Reality?
challenging academic programs underpinned support their employees to the highest degree.
by innovative research, scholarship and They provide training programs to the teachers
professional practice.
in each and every branch of their schools.
Vision:
Over the next ten years Roots will develop its
role as a leading Pakistan based international
school / college, championing a socially
inclusive approach to participation in higher
education.
Management
The management is quite controversial. They
are a family chain so they have family
conflicts too. They also give a very hard time
to the teachers and want them on service 24/7
whenever called.

Emotional Labor affects productivity and role of

management: Myth or Reality?

Explanation of Topic
Independent Variable: Emotional Labor
Dependant Variable: Productivity
Moderator: Management
Independent variable

Moderator

I ndependent variable

Moderator

E mot ion alLa bo r

Ma na geme nt

Emotional labor: Productivity and role of

management

Significance of our Topic

Recently, Emotional labor has been focus of organizational behavior research. All services
industries require interaction with customers. These jobs require employees to be courteous
and nice too customers regardless of how customer is treating employee. Employee treatment
can have negative and positive effects on productivity. Too much stress may lead employee to
hypertension, burnout and other psychosomatic diseases. This will affect the work
effectiveness and quality of work. We assume perception that emotional labor will be low
when interacting with customer in good mood and high in when in bad mood. So, to analyze
that suppressing emotions actually affects the productivity of an organization. Management
role moderated the relationship between Emotional labor and productivity.

Emotional Labor affects productivity and role of

management: Myth or Reality?