The Relationship between Emotional Labour and Employee Job Satisfaction An Investigation of the Front Office Employees in Private Hospitals in Colombo, Sri Lanka

Abstract

Area of the Study As a significant determinant of job satisfaction of an employee, this study is to discuss the relationaship between emotional labour and job satisfaction of front office employees in private hospital sector in Sri Lanka. There is an empirical and knowledge gap in the Sri lankan context on the relationship between emotional labour and job satisfaction of employees and its impact. Problem of the Study The main objective of this research study is to identify the relationship between emotional labour and job satisfaction of front office employees in private hospitals in Colombo, Sri Lanka. The research problem of this study: Is there relationship between emotional labour and job satisfaction of front office employees in private hospitals in Colombo District of Sri Lanka? Method of the Study The data were collected from a convenient sample of 80 front office employees in three private hospitals in Colombo, Sri Lanka with a structured questionnaire consisted of 44 questions with seven point likert scales. Data was analyzed using univariate analysis, correlation and regression analysis with the SPSS 16.0 version and derived the results. Findings of the Study The finding at the end of the study was that there is a significant moderate positive relationship between emotional labour and job satisfaction. Also, it was proved that there is a significant strong positive relationship between deep acting and job satisfaction and there is no negative relationship between surface acting and job satisfaction. As per the regression analysis deep acting has an impact of 30.1% on job satisfaction and surface acting has an impact of 4.2% on job satisfaction. Conclusion of the Study It is concluded that there is a significant moderate positive relationship between emotional labour and job satisfaction.