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Discuss the impact of emotional labour on front line service workers. What factors might influence this impact? Front Line Service Workers (FLSW) interact directly with customers, in service organisations. In this interaction, he will have to perform emotional labour. Emotional labour is that work performed by the FLSW who displays his emotions and feelings in the organisation's desired orientation (Morris, Feldman 1997). This concept differentiated between the organisation's expectations on emotional display and employees' actual experienced emotions. Emotional Labour has repercussions upon the management, the customer and, no doubt, the employee himself- the performer of emotional labour. Hochschild (1983), who coined the term emotional labour, would emphasise in the FLSW being required to induce or suppress feelings, to sustain this apparent orientation. She states this brings about a number of negative impacts upon the employee, without any benefits. Many other researchers, and empirical data, would suggest a contrary notion as there are...

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