The problem of which cues, internal or external, permit a person to label and identify his own emotional state has been with us since the days that James (1890) first tendered his doctrine that \"the bodily changes follow directly the perception of the exciting fact, and that our feeling of the same changes as they occur is the emotion\" (p. 449). Since we are aware of a variety of feeling and emotion states, it should follow from James' proposition that the various emotions will be accompanied by a variety of differentiable bodily states. Following James' pronouncement, a formidable number of studies were undertaken in search of the physiological differentiators of the emotions. The results, in these early days, were almost uniformly negative. All of the emotional states experi-

"Cognitive, social, and physiological determinants of emotional state": Erratum

The objective of the present study is to measure the well-being of employees who are engaged in frontline roles and actively engrossed in frequent regulation and management of emotions while performing interpersonal interactions. The study has conceptualised the comprehensive model to measure employee well-being with three work-related dimensions, namely work engagement, burnout and job satisfaction in emotional work settings.,The study has been conducted on employees of the civil aviation industry in North India working on various frontline profiles. Data have been collected from 600 employees through a pretested questionnaire, and structural equation modelling (SEM) has been performed to test the hypothesis.,The findings of the study have revealed that all three dimensions, namely work engagement, burnout and job satisfaction are statistically significant measures of employee well-being in emotional work settings. Also, the study has determined that employees are highly satisfied and engaged at work despite having a feeling of burnout.,The study has enriched the literature by presenting and analysing a comprehensive model of employee well-being in emotional work settings of the civil aviation industry.,The study will aid the various service industries in the framing of the intervention and training programs, which would help in promoting the well-being of employees who are specifically engaged in emotional work.,The study is very substantial in offering various parameters over which national well-being policies for individuals can be framed.,Priorly, very few studies have attempted to recognise the role of the aforementioned variables in emotional work settings in a comprehensive manner. Further, the study has emphasised the unrecognised role of job satisfaction and work engagement where burnout is prevailing due to the presence of high emotional job demands.

Fake it or make it: employee well-being in emotional work settings

Determinants of work-life conflict and its role in burnout among nursing staff

. Emotional labour – the act of subduing one’s felt emotions in order to display organisationally accepted emotions at work, is entwined with hospitality service since time immemorial. It has its commercial value and hence is regularly exchanged for pay. Emotional labour has its antecedents and eventual consequences on the employees performing it. There are various ways through which hospitality service employees perform emotional labour on a daily basis. The social construct of hospitality, both cultural and religious, have augmented the necessity of emotional labour in delivery of service to the guest. Thereby, making it a standard element of the overall hospitality experience paradigm. A lot of research has gone into understanding the cause and effect relationship of the ‘antecedent-consequence’ framework of emotional labour. This paper delves into the existing literature surrounding emotional labour. Interestingly, it was found that a deeper insight about the phenomenon of emotional labour and its lived experience by the individual employee still awaits its due attention.

Emotional labour: an archetypal element of hospitality service – a review

Emotional Display Rules and Emotional Labour Strategies as antecedents of Stress related outcomes among the Customer Interface Employees of Private Sector Hospitals in Kerala

Emotional labour is a relatively new topic of research in India. This paper discusses how the concept evolved in the last thirty years. The paper mainly aims to explain the different dimensions of emotional labour and the attempts made to quantify the construct. The paper also focuses the progress in emotional labour research in India. Suggestions for future research are also discussed.

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C Harini

Papers

Through the Years: Evolution of Emotional Labour as a Construct and a Measure