Moderating role of psychological contract in relation of Emotional Labor with Workplace Deviance and organizational commitment in Service sector

Abstract

This study is based on impact of psychological behavior of emotional Labor on work place deviance specifically in service industry. When a person tries to alter his own emotions thus he will suffer from psychic constraint, emotional dissonance and emotional labor, many researchers have highlighted several negative consequences of emotional labor on employees including psychological health problems, such as stress, burnout and emotional exhaustion. With the help of this study we will try to find out, whether the dimensions of emotional labor (Deep acting, Surface acting) directly affects the workplace deviance This study shows that surface acting is a strong predictor of the workplace deviant behaviors. The findings provided support for the prediction that surface acting will predict workplace deviance. In line with previous studies the present finding suggests that the front desk workers are more likely to engage in workplace deviance because of discrepancy between their expressed feelings and inner feelings. Thus, it is suggested that positive behaviors that are consistent with the organizational ethics should be adequately reinforced. This way the negative emotions felt which could be alleviated.