Impact of Emotional Labor on Emotional Exhaustion and Job Satisfaction in Public Sector Organizations

Abstract

Organizationally desired display of emotions is the need of today’s organization both in private and public sectors. However, display of emotions or emotional labor and its impact on job satisfaction have been an understudied area in public sector. Therefore, this research examines the impact of emotional labor on emotional exhaustion and job satisfaction. The findings of our study suggest that emotional labor (EL) has a significant positive impact on emotional exhaustion (EE) and job satisfaction (JS) consistent with the earlier research. We have used affective event theory and conservation of resource theory to build our model. Practical and managerial implications of the study are also discussed.