A study on emotional labour and its effect in financial services sector

Abstract

The Services sector in India contributes more than 50% of the nation’s Gross Domestic Product (GDP) of which the financial services sector contributes 30%. Employees working in the services sector during the pandemic experienced emotional labour due to increasing emotional demands. Emotional Labour is associated with any job role and is one of the aspects that has been studied increasingly in the past few years. The present study focuses on the effect of perceived organizational support on emotional labour and also examines the effect of emotional labour on factors such as work-family conflict and work-family facilitation among the employees working in the sector. Previous studies suggest that perceived organizational support has a direct relationship with emotional labour. It was identified that emotional labour has a significant relationship with both work-related and personal- related burnout and that the more an individual feels the presence of a work-family conflict, the individual engages in emotional labour. The study follows a descriptive research design with an intended sample size of 150. The respondents were employees working in government insurance companies and private mutual fund companies. The data collected was from primary sources using a structured questionnaire distributed through both online and printed mediums with constructs like Perceived organizational support, Surface acting, Deep acting, Fear of COVID–19, Work-family facilitation, and Work-family conflict.