Purpose: This paper aims to describe strategies for human resource managers in dealing with job roles that involve use of emotional labor as part of service delivery. Design/methodology/approach: The paper suggests improvements in the four processes of recruitment and selection, compensation management, training and development, and performance management to adapt to the needs of employees who perform emotional labor in their job roles. Findings: The findings show that many interventions can be designed to help these workers; one of the key to these interventions is the recognition of emotional labor as being “affective job demand.” Selecting, rewarding, developing, and evaluating individuals with competencies requires to perform emotional labor can aid service organizations in enhancing their human capital for the long run. Originality/value: The paper brings forth the importance of emotional labor in organizations and how it can be effectively managed.

Jatin Pandey

Organizational Behaviour and HRM

Fulltext

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IIM Indore

Managing emotional labor for service employees: an HRM-based approach

Human Resource Management International Digest

Purpose: This paper aims to examine the relationship between perceived investments in employees' development (PIED) on work engagement and the moderating effects of psychological capital on this relationship for liquid knowledge workers, employed in the Indian cutting and polishing of diamond industry (CPD). Design/methodology/approach: A questionnaire composed of established scales was administered to 134 liquid knowledge workers. Having established convergent and discriminant validity using structural equation modelling, the model was further analysed using the Process macro to check for direct and moderating effects. Findings: The research findings suggest that the perceived investment in employee development and psychological contract enhancement (relational and transactional) made by CPD units for liquid knowledge workers positively influenced their work engagement level. The study also finds that relational contract (not transactional contract) positively moderates the relationship between perceived investment in employee development and work engagement. Research limitations/implications: This is a cross-sectional single source study; future studies could look at longitudinal and multisource perspective. Practical implications: The study presents a “star matrix of engagement” that guides the application of the two strategies of perceived employee development and psychological contract enhancement for liquid knowledge workers. This has implications for design and implementation of human resource management practices and policies for employee management. Originality/value: The study makes significant contributions to existing literature on antecedents of work engagement of liquid knowledge workers by examining the direct and moderating influences.

Journal of Global Operations and Strategic Sourcing

Examining the role of perceived investment in employees’ development on work-engagement of liquid knowledge workers

Purpose: Job performance is an important variable, which primarily affects outcomes at three levels: the micro level (i.e. the individual), the meso level (i.e. the group) and the macro level (i.e. the organisation). This paper aims to identify, analyse and synthesise factors that affect job performance. Design/methodology/approach: Through an extensive integrative review of literature, this study identifies and classifies the factors that affect job performance. A synthesised model based on the schema of demands, resources and stressors is also developed. Findings: The demands identified are grouped into physical, cognitive and affective. Stressors adversely affecting job performance are classified at an individual level, job level and family level. Finally, resources are classified at an individual level, job level, organisational level and social level. Research limitations/implications: This review enhances the job demands-resources (JD-R) model to job demands-resources-stressors (JD-R-S) model by identifying a separate category of variables that are neither job demands nor resources, but still impede job performance. Practical implications: The subgroups identified under demands, resources and stressors provide insights into job performance enhancement strategies, by changing, managing or optimising them. Originality/value: This study helps in better understanding the factors that go on to impact job performance differentially, depending on the group to which they belong. It gives a holistic picture of factors affecting job performance, thereby integrating classifying and synthesising the vast literature on the topic.

Management Research Review

Factors affecting job performance: an integrative review of literature

Religion holds a unique position in personal lives of individuals but is often ignored in organizational context. The study positions the importance of religious coping in lives of rural working women by proposing the Positive Religious Coping Model. Results from the multisource longitudinal study on accredited social health activists in India show the three functions of religious coping in this model viz. Work Life Positive Religious Coping Function, Stressor Moderated Religious Coping Function and Religious Coping Moderated Performance Enhancement Function. It shows enhancing effect of religious coping on job satisfaction and job performance, the diminishing effect on work to family conflict and exhaustion. Further, the moderating role of work to family conflict and exhaustion in the relation between religious coping and job satisfaction was established. Lastly, the enhancing effect of religious coping in the relationship between job satisfaction and job performance was studied. The theoretical, philosophical and practical implications are also discussed. The recognition of religion as an important facet of employee life would make working in organizations more meaningful. By ignoring positive aspects of religion, organisations may limit their employees' ability to cope with undesirable outcomes and enhance positive outcomes.

Academy of Management Proceedings

Role of Religious Coping in the Lives of Rural Working Women

IETE Journal of Research

Electronically Tunable Grounded Capacitance Multiplier

Emotional labour involves management of one's emotions to match the demands of their roles. This emotion display involves just expression (surface-level emotional labour) or experience in addition to expression (deep-level emotional labour) of the desired emotions. Emotional labour is required in the effective, efficient and successful healthcare service delivery. Burnout associated with emotional labour is an important factor that decides how satisfied frontline service providers with their job are. This empirical study investigates the link between surface and deep-level emotional labour, burnout and job satisfaction in women community health workers from India. Our results from the structural equation modelling of 177 accredited social health activists (ASHAs) indicate a negative relation between surface and deep-level emotional labour, clearly demarcating them as two different strategies for performance of emotional labour in community health care setting. Surface-level emotional labour is associated with higher job satisfaction, and burnout partially mediates this relation. Deep-level emotional labour is associated with lower job satisfaction; burnout fully mediates this relation. Qualitative post hoc analysis based on interviews of 10 ASHAs was done to understand the findings of the quantitative study. Surface-level emotional labour was found to be a more desirable strategy for community health care workers for the effective and efficient performance of their work roles. Our results have a significant contribution to design, redesign, and improvement of employment practices in community healthcare. This study brings forth the neglected issues of emotions and their implications for these healthcare workers in low and middle-income countries who are a vital link that delivers healthcare to weaker section of the society. The findings have relevance not merely for the individual providing this service but the beneficiary and the organization that facilitates this delivery. Interventions based on demographic, community, national and occupational factors have also been presented.

Journal	Human Resource Management International Digest
Publisher	Emerald
ISSN	0967-0734
Open Access	No