Abstract:
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.
