Nowadays offers different perspectives to conceptualize it. The

Nowadays
there has been a considerable increase in service sector jobs that involve
face-to – face or voice- to- voice interactions between service providers and
customers. Due to the rapid expansion of the service sector, Emotional Labour
has emerged as a prominent concept in the understanding of Organizational
Behavior. There have been numerous attempts to define Emotional Labour, each
one having different emphasis and offers different perspectives to
conceptualize it. The concept is undoubtedly multidimensional and implies a
focus on the mechanisms employees use to match their outward emotional display
with the organizational norms during their service encounter with the
customers. Emotions at workplace are managed in response to the Organizational
display rules which serves as a standard for the appropriate expression of
emotions. During a typical service encounter, emotions are the cluster of
feelings which are evoked in customers and employees and at times employees are
required to manage and modify their own emotions, while attempting to manage
the emotions of the customers. There is little agreement on the definition and
conceptualization of Emotional Labour. The aim of this paper is to integrate
the conceptualization of Emotional Labour through a systematic analysis of
literature, to identify the effects of Emotional Labour on service employees
and to explore its significance in service encounter.  As feelings are at the core of Human
emotions, emotions plays a very significant role in Organization. This paper
makes an attempt to provide a comprehensive understanding of the concept of Emotional
Labour and its consequences during service encounter. The Service Organization
should emphasize not only at the appropriate display of positive emotions
during service encounter but also the ways in which these emotions are
effectively managed by the service employee and identify what associated
consequences such an effort has on employees work outcome.