2nd Student Symposium - 2015
Permanent URI for this collectionhttp://repository.kln.ac.lk/handle/123456789/12573
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Item Effect of Emotional Labor on Emotional Exhaustion of Female Nurses in Sri Lankan Hospitals(Department of Human Resource Management, Faculty of Commerce and Management Studies, University of Kelaniya, 2015) Silva, D.P.A.K.H.; Thisera, T.J.R.The competition within the service sector made the organizations to think not only about satisfying their consumers but also about going beyond that and delighting their customers. The revolutionary concept of “emotional labor” has emerged as a result of this concept “quality of service”. The present study examines the concepts emotional labor, its two dimensions: surface acting and deep acing and emotional exhaustion. This exploratory study selected hundred nurses under convenience sampling method and used a 43 item survey to collect data. Correlation and regression analyses were conducted to test the proposed hypotheses. In the results of the study it has been determined that there is a relationship between emotional labor and emotional exhaustion, surface acting has a positive relationship with emotional exhaustion while deep acting has a negative relationship with emotional exhaustion which was consistent with previous research findings. In addition it is found that surface acting is the more dominant variable that effect emotional exhaustion. The study has implications for the ways by which nurses manage their emotional exhaustion at their employment. The issue of generalizing the findings over the population, time availability and access restrictions to the hospitals has been identified as limitations of the study.Item Emotional Labor and Job Satisfaction: Case Study on Bank Tellers in Sri Lanka (With Special Reference to Bank of Ceylon)(Department of Human Resource Management, Faculty of Commerce and Management Studies, University of Kelaniya, 2015) Kodikara, K.A.S.D.; De Alwis, A.C.This study was conducted to examine the relationship between emotional labor and job satisfaction of tellers working in banks in Sri Lanka. This study focus to identify surface acting and deep acting behavior of bank tellers, and in turn how it affects to job satisfaction. Gender was taken as a moderator in the current research. Bank tellers in the Bank of Ceylon is the population of this study. Study Sample size is sixty six and convenience sampling technique used to select sample and gathered data using self-administrative questionnaire. Correlation and regression analysis were used to test research hypotheses. There is significant relationship between performing emotional labor and job satisfaction. However surface acting has not been found to be significantly associated with job satisfaction and deep acting found significantly associated with job satisfaction. Further female workers significantly moderate relationship between emotional labor and job satisfaction. Tellers in the Bank of Ceylon perform surface acting technique more than deep acting. So it is recommended to the bank to give more training to develop necessary skills to performing deep acting. In order to increase performing deep acting and surface acting, so as to obtain the benefits of emotional labor it is recommended to use emotional labor as selection criteria in the front office employees’ selection process. Further it is prescribe to use orientation program to convey appropriate attitude and display rules to the new employees. This study identifies that, there is significant relationship between emotional labor and job satisfaction and surface acting has greater impact on job satisfaction than deep acting Bank of Ceylon tellers in Sri Lanka.