http://dr.lib.sjp.ac.lk/handle/123456789/3697 2026-01-07T05:59:06Z http://dr.lib.sjp.ac.lk/handle/123456789/3701 Effect of Emotional Labour on Emotional Exhaustion of Tellers in Two Sri Lankan Banks Perera, S.V.B.P.; Arachchige, B.J.H. Area of the Study As service sector is extremely growing extremely and the employers require their front line employees to display certain types of emotions, this study concentrated on the emotional laboour (The emotional demand on service providers) and the effect of emotional labour on emotional exhaustion of tellers in two private banks in Sri Lanka. Problem of the Study To examine the effect of emotional labour on emotional exhaustion of tellers of two banks in Sri Lanka and further, finding ways of enacting emotional labour leading to different consequences. Method of the Study Forty-four tellers of two private Sri Lankan banks were tested quantitatively using a questionnaire comprised of 40 questions out of which 30 tested emotional labour (surface acting and deep acting) and 10 questions were used to test the variable of emotional exhaustion. The data collected were analyzed through correlational and regression analysis to test the hypothesis developed at the beginning. Findings of the Study The main finding was that emotional labour affects emotional exhaustion showing a negative relationship. In addition, it was revealed that both surface and deep acting were related negatively with emotional exhaustion. Most of these findings were found to be opposite to the previous scholarly evidenc.e. Conclusion of the Study Performance of emotional labour is healthy for the tellers since they are experiencing less emotional exhaustion when their performance of emotional labour is increased. When the surface acting and deep acting are considered separately then it can be concluded that performance of deep acting is more beneficial than enacting surface acting due to the reason that deep acting has a greater positive impact on emotional exhaustion than the surface acting. 2014-01-01T00:00:00Z http://dr.lib.sjp.ac.lk/handle/123456789/3700 Impact of Work Factors on Employee Engagement of Office Employees in Private Hospitals in Colombo, Sri Lanka Hirimuthugoda, H.R. Area of the Study As a significant determinant of engagement of employee, this study is to discuss the impact of work factors on engagement of office employees in private hospitals in Colombo, Sri Lanka. Problem of the Study To investigate the extent to which perceived organizational support, perceived supervisor support, recognition and procedural justice affect employee engagement of office employees in private hospitals in Colombo, Sri Lanka. Method of the Study The data were collected from a randomly selected sample of 80 office employees who work in the Human Resources Department, the Accounts Department, the Information Technology Department, the Internal Audit Department, the Marketing Department, the Stores Department and Purchasing Department in three selected private hospitals in Colombo, Sri Lanka by administrating a structured questionnaire, which consisted of 32 questions/statements with 5 points scale. The data analysis included the univariate and bivariate, analyses. Findings of the Study The findings of the study are that perceived organizational support, perceived supervisor support, recognition and procedural justice were positively and significantly correlated with employee engagement of office employees in private hospitals in Colombo, Sri Lanka. Conclusion of the Study It is concluded that among the four employee work factors, perceived supervisor support, specially should be considered to enhance the engagement of office employees in private hospitals in Colombo, Sri Lanka as a common work factor. Further, the enhancement of perceived organizational support, perceived supervisor support, recognition and procedural justice will result in improved employee engagement to work. 2014-01-01T00:00:00Z http://dr.lib.sjp.ac.lk/handle/123456789/3699 Perception of Employability Skills of HRM Graduates From Employers’ and Graduates’ Perspective Tharunya, S.R.; Kottawatta, H. Area of the Study The portion of unemployment of HRM graduates which can be due to the mismatch of perception between employers’ and graduates’ regarding employability skills in the field of Human Resources Management in Sri Lanka. Problem of the Study The purpose of this paper is to study the perception of employers’ as well as HRM graduates’ towards employability skills required by HRM graduates in the manufacturing and service industries.. Method of the Study A sum of two samples were selected for this comparative investigation namely, graduates and employers. For the study 45 graduates and 25 employers were obtained as the two samples. Two self-administered survey questionnaires were developed targeting the two groups. Descriptive statistics were used for the data analysis. Findings of the Study The findings reveal that there are differences in the perception between employers and undergraduates for certain employability skills where as for others no difference can be identified. In addition for some employability skills there is a skill gap where the employers’ level of expectation is higher than the level of skills possessed by the graduates. Conclusion of the Study As the findings reveal that there is considerable skill gap pertaining to undergraduates with regard to most important employability skills due attention must be paid by the relevant parties in order to cultivate the employability skills before entering to the labour market. The findings of the present study will contribute to eliminate not only unemployment but also underemployment of HRM graduates. 2014-01-01T00:00:00Z http://dr.lib.sjp.ac.lk/handle/123456789/3698 The Relationship between Emotional Labour and Employee Job Satisfaction An Investigation of the Front Office Employees in Private Hospitals in Colombo, Sri Lanka Jayawardena, G.D.C.R.; Arachchige, B.J.H. Area of the Study As a significant determinant of job satisfaction of an employee, this study is to discuss the relationaship between emotional labour and job satisfaction of front office employees in private hospital sector in Sri Lanka. There is an empirical and knowledge gap in the Sri lankan context on the relationship between emotional labour and job satisfaction of employees and its impact. Problem of the Study The main objective of this research study is to identify the relationship between emotional labour and job satisfaction of front office employees in private hospitals in Colombo, Sri Lanka. The research problem of this study: Is there relationship between emotional labour and job satisfaction of front office employees in private hospitals in Colombo District of Sri Lanka? Method of the Study The data were collected from a convenient sample of 80 front office employees in three private hospitals in Colombo, Sri Lanka with a structured questionnaire consisted of 44 questions with seven point likert scales. Data was analyzed using univariate analysis, correlation and regression analysis with the SPSS 16.0 version and derived the results. Findings of the Study The finding at the end of the study was that there is a significant moderate positive relationship between emotional labour and job satisfaction. Also, it was proved that there is a significant strong positive relationship between deep acting and job satisfaction and there is no negative relationship between surface acting and job satisfaction. As per the regression analysis deep acting has an impact of 30.1% on job satisfaction and surface acting has an impact of 4.2% on job satisfaction. Conclusion of the Study It is concluded that there is a significant moderate positive relationship between emotional labour and job satisfaction. 2014-01-01T00:00:00Z