Study On The Antecedents And Consequences Of Emotional Labor At Work Of Lgu Front-Line Em-ployees In Batangas Province
Volume 2 - Issue 10, October 2018 Edition
[Download Full Paper]
Gina D. Bonifacio
Emotional Labor, Front-liners, Local Government Units, Emotional Exhaustion, Job Satisfaction
This study determined the emotional labor (EL) at work of front-line employees in local government sector in Batangas Province. Specifically, it sought to describe the employees’ individual characteristics in terms of affectivity and empathy, consequences of EL in terms of job satisfaction and emotional exhaustion, and moderator of EL in terms of social support and job autonomy. Further, this study explained the emotional labor of the respondents with regards to effects of antecedents to EL, and the effects of EL to its consequences and when social support and job autonomy moderate. Lastly, proposed a human resource development program based on the results of the study.
 OECD, 2008. The Contribution of Services to Devel-opment and the Role of Trade Liberalization and Regulation. OECD Global Forum on International Investment
 Russell Hochschild, Arlie 1983. The managed heart: commercialization of human feeling. Berkeley: University of California Press. California, USA
 Colella, A., Hitt, M., and Miller, C. 2011. “Organiza-tional Behavior”. Hoboken.
 Chu, K. H. 2002. “The Effects of Emotional Labor on Employee Work Outcome (Dissertation, Faculty of the Virginia Polytechnic Institute and State University, Blacksberg)”
 Aamodt, M. G. 2013. “Industrial and Organizational Psychology” 2nd Edition. Cencage Learning Asia Pte Ltd. 151 LorongChuan #02-08 New Tech Park Singa-pore 556741
 Armstrong, M. 2006. “A Handbook of human Resource Management Practice.” 10th Edition. Kogan Page Publishing, London.
 Arter, J. and Ford, L. 2013.“Human Relations: A Game Plan for Improving Personal Adjustment” 5th Edition. Pearson Education, Inc. 1 Lake St., Upper Saddle River, NJ 07458.
 Barrick, M., Field, H. S. and Gatewood, R., 2008.“Human Resource Selection.”6thEdition.Thomson South Western. 5191 Natorp Boulevard Mason, OH 45040 USA.
 Burger, J. M. 2000. “Personality.”5thEdition.Wadsworth, a division of Thompson Learning.
 Colquit, J. A., Lepine, J. A., and Wesson, M. J. 2013. “Organizational Behavior: Gaining Performance and Commitment in the Workplace.” McGraw- Hill Irwin.
 Daft, R. L., Marcic, D. 2007. “Management: The New Workplace.” Thomson South-Western Corp. South-Western, Thomson.
 David, K. and Newstrom, J. W. 1997. “Organizational Behavior: Human Behavior at Work.” 10thEdition.Beethoven Publishing, Copyright 1997.The McGraw-Hill Companies, Inc.
 Franken, R. E. 2007. “Human Motivation.” Thompson Wadsworth, Thompson Higher Education 10 Davis Drive Belmont, CA 94002- 3098 USA.
 Gerhart, B. et., al., 2010. “Human Resource Manage-ment: Gaining A Competitive Advantage” 7th Edition. McGraw- Hill Education (Asia).
 Glinow, M. V. and McShane, S. L. 2009. “Organiza-tional Behavior: Essentials.” 2ndEdition.The McGraw-Hill Companies, Inc. 1221 Avenue of the Americas, New York, NY 10020.
 Hellriegel, D. and Slocum, J. W. Jr. 2009, “Principles of Organizational Behavior.”12th Edition. China: South Western Publishing Co.
 Hendon, John R. 2013. “Human Resource Manage-ment Functions, Applications, and Skills Develop-ment”. 2nd Edition. SAGE Publications. CA, USA.
 Ivancevich, J. M., Konopaske, R., Matteson, M. T. 2008. “Organizational Behavior and Manage-ment.”The McGraw-Hill Companies, Inc. 1221 Ave-nue of the Americas, New York, NY 10020.
 Kinicki, A. and Kreitner, R. 2007. “Organizational Behavior.”7thEdition.McGraw- Hill Irwin.
 Lahey, B. B. 2004. “Psycholgy: An Introduction”. Bosto: McGraw-Hill.
 McShane, S. L. and Glinow, M. V. 2009. “Organiza-tional Behavior: Essentials.” 2ndEdition.McGraw-Hill Companies, Inc. 1221 Avenue of the Americas, New York, NY 10020.
 Mullins, J. L. 2005. “Management, Skills and Appli-cation.” 7th Edition. Pearson Education Limited.
 Roebuck, K. 2012. “Emotional Intelligence: High Im-pact Strategies, What You Need to Know…”
 Salovey, P., Rothman, A., Detweiler, J., and Steward, W. 2000. “Emotional States and Physical Health”. American Psychologist.
 Schermerhorn, Jr. J. R. 2005.“Management.”8th Edi-tion. C and E Publishing
 Sirug, W. S. 2011. “Introduction to Business Statistics: A Comprehensive Approach.” Mindshapers Co., Inc. 61 Muralla Street, Intramuros, Manila.
 Slocum, J. W. 2009. “Principles of Organizational Behavior.”McGraw-Hill Companies, Inc. 1221 Ave-nue of the Americas, New York, NY 10020.
 Stets, J., and Turner, J. H. 2007. “Handbook of the Sociology of Emotions.” 1st Edition, Springer-Verlag US.
 Wharton, Amy S. 2004. “The Sociology of Emotional Labor.” Washington State University.
 Zeithaml, A. and Bitner, M. 2000. “Services Market-ing: Integrating Customers focus Across the Firm.” 2nd Edition, McGraw-Hill Companies, Inc. New York.