"MANAGING WORKPLACE EMOTIONS: A STUDY ON EMOTIONAL LABOUR AND ENRICHMENT IN THE LOGISTICS SECTOR"

Abstract

The concept of 'Emotional Labour' has experienced numerous transformations as described in the literature. Researchers have expanded its definition to encompass the management of emotions by professionals across various roles, examining both its advantageous aspects and the situational factors that affect emotion management. This paper aims to connect the positive and negative dimensions of emotion management by investigating the factors that may influence the outcomes. A significant factor identified is self-selection into roles that require emotional work, which determines whether the experience is viewed positively or negatively, thereby impacting the results of emotional labour. Additionally, the notion of 'emotional enrichment' is introduced, representing a process that is fundamentally opposed to 'emotional labour.' This occurs as a result of job satisfaction and personal achievement, contributing to physical, emotional, and psychological well-being. A comprehensive model illustrates the two facets of the consequences of emotional work, along with the antecedents and moderating factors.