Emotional labor and gender: A study of bank tellers in Kashmir

Researchers from the field of management and psychology are of firm belief that emotions significantly affect workplace attitudes and other organisational outcome variables. In service sector employees act as ambassadors of an organisation and represent the culture and values of an organisation to its customers. The relevance of emotional labor in studies of gender at workplace has increased in recent times. The present study has made an attempt to find whether men and women employees in the bank perform emotional labor diversely. The aim of the study was to assess emotional labor through hiding, faking emotions and deep acting that is performed by the banking employees operating in Kashmir province of the state Jammu and Kashmir. The findings of the present study reveal that the emotional labor is high in females than in males, it was found that female employees perform hiding and faking emotions more significantly than male employees and it was also found that the female employees perform more deep acting than male employees, In light to the above findings the implications to the organisation would be as emotional labor is performed differently as per both males and females, at the time of staffing decisions and training and development policies should be set as keeping in the view gender sensitivity, this will eventually reduce the negative effect of emotional labor and would lead to better performance of work. Further organisation should focus more on deep acting as of its positive outcomes at workplace.