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Impact of emotional labor on job satisfaction: a study of education sector in pakistan

Author: 
Arooj Kanwal and Tehseen Ajaz

A work environment is a amalgamation of company’s culture, systems and policies which is changing globally with a prime focus on services sector. The employees engaged in customer services tend to exhibit socially desired emotions at work irrespective of how they actually feel at work. Results have shown a weak positive correlation between emotional labor and work stress. The research explored the role of autonomy as a moderator in relationships between emotional labor and job satisfaction and found out that the more independence a service worker has, less harmful the effects of performing emotional labor. In fact, autonomy was significantly related to job satisfaction.

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