Impact of Emotional Labor on Organizational Role Stress – A Study in the Services Sector in India

The present study examines the impact of emotional labour on role related outcomes viz., organizational role stress in the services sector in India. Review of literature reveals that emotional labour studies in India hardly have a presence and just about 1% of studies have been researched empirically. This study tries to corroborate the emotional labour and its consequential impact on employee related outcomes in the Indian context as confirmed by numerous studies in the western context. Study reveals that there is positive and moderate relationship between emotional labour and organizational role stress for the overall sample irrespective of the demographic influences. This relationship proved to be higher and positive for the female married segment thus creating latitude for policymakers to examine the nuances.