Emotional labor can be defined as the degree of manipulation of one's inner feelings or outward behavior to display the appropriate emotion in response to display rules or occupational norms. This study concerns the development of an emotional labor model for the hospitality industry that aims at identifying the antecedents and consequences of emotional labor. The study investigates the impact of individual characteristics on the way emotional labor is performed; it investigates the relationships among the different ways of enacting emotional labor and their consequences, and addresses the question of whether organizational characteristics and job characteristics have buffering effects on the perceived consequences of emotional labor, which are emotional exhaustion and job satisfaction. This study involves the rigorous development of a 10 item scale, the Hospitality Emotional Labor Scale, to measure the emotional labor that employees perform. the results of the study conformed to a two-factor structure of emotional labor: emotive dissonance and emotive effort. these two dimensions tap three types of service-acting that employees perform: surface acting, deep acting, and genuine acting. The scale was used to survey 285 hotel employees. Structural equation modeling (SEM) and moderated multiple regression (MMR) were employed to examine the proposed model, as well as to test the hypotheses. It was found that both surface acting (high emotive dissonance) and deep acting (emotive effort) associate positively with job satisfaction and negatively with emotional exhaustion. Genuine acting (low emotive dissonance) was found to associate positively with emotional exhaustion and negatively with job satisfaction. This study did not find strong relationships among the antecedents (affectivity and empathy) and emotional labor factors. Similarly, the proposed moderators (job autonomy and social support) were not found to moderate the relations between emotional labor and its consequences. In sum, this study found that both deep acting and surface acting lead to positive work outcomes, but genuine acting leads to negative work outcomes. The results provide support for prior qualitative studies. Further, deep acting plays an important role in determining employees' work outcomes. Based on these significant research findings, detailed theoretical and practical implications were discussed. / Ph. D.

Employment relations literature is concerned with what is exchanged between the employer and the employee via an employment contract, a social contract or a psychological contract, with perceived mutual obligations (Rousseau, 1995; Capelli, 1999; Kalleberg, 2001). The psychological contract finds its foundation in the perceptions of the employee, that is, what the employee believe the employer has offered the employee in terms of their work relationship and the social contract refers to the expectations and obligations employers and employees have for their work and the employment relationship (Grahl, & Teague, 2009). The new employment contract differs from the old employment contract in that it is largely informal and even unwritten (Gilbert, 1996). This is in line with the new trend of business management as used by people-driven world-class organisations with a globalised focus (Gilbert, 1996). A research need exists to examine the potentially different or redundant effects of promises and expectations on the development of the obligations that are perceived to constitute the employment, the social and the psychological contracts (Martocchio, 2004; Shore, Tetrick, Taylor, Coyle-Shapiro, Liden, McLean-Parks, et al. 2004). The primary objective of this research is to investigate the relationship between the social- and the psychological contracts of private security employees (N=217) in the Vaal Triangle in terms of employability, job insecurity, job satisfaction, life satisfaction and intention to quit. This study is submitted in article form. The research method for each of the two articles consists of a brief literature review and an empirical study. Factor analyses, as well as Cronbach alpha coefficients were computed to assess the reliability of the research. Validity, Pearson product moment correlation coefficients as well as regression analysis were utilised to examine the relationship between the constructs employed in this research. The Employment Contract Scale (ECS) was also utilised as a research instrument, as the questionnaire-method proves to be largely reliable. Reliability analysis confirmed sufficient internal consistency of the subscales. The observed correlations were found to be comparable with the values reported in previous research by Edward and Karau (2007). By using multiple regression analysis, it was established that by investigating the relationship between the social- and the psychological contracts of private security employees (N=217) in the Vaal Triangle in terms of employability, job insecurity, job satisfaction, life satisfaction and intention to quit (the primary objective of this research) that job satisfaction and intention to quit predicted the social contract and that job satisfaction and life satisfaction predicted the psychological contract. No relationship however exists between employability, intention to quit and the psychological contract. Recommendations are advanced for future research. / MA (Labour Relations Management) ,North-West University, Vaal Triangle Campus, 2013

<p>D. C. Strubler och K. M. York (2007) har skapat en modell, Team Characteristics Model. Denna modell ligger till grund för och används som metod i den här undersökningen. Två studier utförs, en kvalitativ studie där produktions- och teamledare intervjuas om sina erfarenheter </p><p>av teamarbete. Dessutom tillfrågas de om teamets sammansättning har positiva effekter på medlemmarnas arbetsutfall. I den andra studien som är kvantitativ och utförs på industriarbetare, studeras om empowerment samt delaktighet påverkar arbetstillfredsställelsen för team. Den kvalitativa undersökningen visar att teamets sammansättning och arbete anses ha positiva effekter på utfallet, effekter som arbetsglädje och social gemenskap. Det kvantitativa resultatet påvisar ett samband mellan delaktighet och arbetstillfredsställelse men inte mellan empowerment och arbetstillfredsställelse</p>

D. C. Strubler och K. M. York (2007) har skapat en modell, Team Characteristics Model. Denna modell ligger till grund för och används som metod i den här undersökningen. Två studier utförs, en kvalitativ studie där produktions- och teamledare intervjuas om sina erfarenheter  av teamarbete. Dessutom tillfrågas de om teamets sammansättning har positiva effekter på medlemmarnas arbetsutfall. I den andra studien som är kvantitativ och utförs på industriarbetare, studeras om empowerment samt delaktighet påverkar arbetstillfredsställelsen för team. Den kvalitativa undersökningen visar att teamets sammansättning och arbete anses ha positiva effekter på utfallet, effekter som arbetsglädje och social gemenskap. Det kvantitativa resultatet påvisar ett samband mellan delaktighet och arbetstillfredsställelse men inte mellan empowerment och arbetstillfredsställelse

Employment relations literature is concerned with what is exchanged between the employer and the employee via an employment contract, a social contract or a psychological contract, with perceived mutual obligations (Rousseau, 1995; Capelli, 1999; Kalleberg, 2001). The psychological contract finds its foundation in the perceptions of the employee, that is, what the employee believe the employer has offered the employee in terms of their work relationship and the social contract refers to the expectations and obligations employers and employees have for their work and the employment relationship (Grahl, & Teague, 2009). The new employment contract differs from the old employment contract in that it is largely informal and even unwritten (Gilbert, 1996). This is in line with the new trend of business management as used by people-driven world-class organisations with a globalised focus (Gilbert, 1996). A research need exists to examine the potentially different or redundant effects of promises and expectations on the development of the obligations that are perceived to constitute the employment, the social and the psychological contracts (Martocchio, 2004; Shore, Tetrick, Taylor, Coyle-Shapiro, Liden, McLean-Parks, et al. 2004). The primary objective of this research is to investigate the relationship between the social- and the psychological contracts of private security employees (N=217) in the Vaal Triangle in terms of employability, job insecurity, job satisfaction, life satisfaction and intention to quit. This study is submitted in article form. The research method for each of the two articles consists of a brief literature review and an empirical study. Factor analyses, as well as Cronbach alpha coefficients were computed to assess the reliability of the research. Validity, Pearson product moment correlation coefficients as well as regression analysis were utilised to examine the relationship between the constructs employed in this research. The Employment Contract Scale (ECS) was also utilised as a research instrument, as the questionnaire-method proves to be largely reliable. Reliability analysis confirmed sufficient internal consistency of the subscales. The observed correlations were found to be comparable with the values reported in previous research by Edward and Karau (2007). By using multiple regression analysis, it was established that by investigating the relationship between the social- and the psychological contracts of private security employees (N=217) in the Vaal Triangle in terms of employability, job insecurity, job satisfaction, life satisfaction and intention to quit (the primary objective of this research) that job satisfaction and intention to quit predicted the social contract and that job satisfaction and life satisfaction predicted the psychological contract. No relationship however exists between employability, intention to quit and the psychological contract. Recommendations are advanced for future research. / MA (Labour Relations Management) ,North-West University, Vaal Triangle Campus, 2013

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Thesis (M.A. (Industrial Sociology))--North-West University, Vaal Triangle Campus, 2007.

Workplace change is caused by the utilization of new technology, changing legislation, globalization and competitive markets. Employees are exposed to new management techniques as well as altered Human Resource policies and activities which consequently lead to an altered employment relationship. The psychological contract plays a major role in the relationship between an employee and employing organisation. The aim of this study was to determine employees' work outcomes associated with the psychological contract within private training institutions. The research method included a comprehensive literature review and an empirical study. The measuring instrument the Psychological Contract of Employment Survey (PSYCONES) "Questionnaire on the perceptions of work was used to attain the research objectives. Through target sampling 218 employees participated in the study. The SSPS programme was utilized for statistical analysis and it was found that no significant relationship between job satisfaction, health, well-being and organisational commitment existed. There was a correlation found between job satisfaction and health and well-being. Regression analysis indicated that variance in job satisfaction and organisational commitment is practically significant but not statistically significant. The same type of analysis indicated that health and well-being did not have a significant amount of predictive value with regard to organisational commitment. Relatively high levels of job satisfaction, health, well-being and organizational commitment were confirmed for workers in private training institutions. / Thesis (M.A. (Industrial Sociology))--North-West University, Vaal Triangle Campus, 2007.

Workplace change is caused by the utilization of new technology, changing legislation, globalization and competitive markets. Employees are exposed to new management techniques as well as altered Human Resource policies and activities which consequently lead to an altered employment relationship. The psychological contract plays a major role in the relationship between an employee and employing organisation. The aim of this study was to determine employees' work outcomes associated with the psychological contract within private training institutions. The research method included a comprehensive literature review and an empirical study. The measuring instrument the Psychological Contract of Employment Survey (PSYCONES) "Questionnaire on the perceptions of work was used to attain the research objectives. Through target sampling 218 employees participated in the study. The SSPS programme was utilized for statistical analysis and it was found that no significant relationship between job satisfaction, health, well-being and organisational commitment existed. There was a correlation found between job satisfaction and health and well-being. Regression analysis indicated that variance in job satisfaction and organisational commitment is practically significant but not statistically significant. The same type of analysis indicated that health and well-being did not have a significant amount of predictive value with regard to organisational commitment. Relatively high levels of job satisfaction, health, well-being and organizational commitment were confirmed for workers in private training institutions. / Thesis (M.A. (Industrial Sociology))--North-West University, Vaal Triangle Campus, 2007.

Through the use of multiple methodologies and analytical approaches, this dissertation combines (1) sales control; (2) call center service; and (3) motivational theory to extend sales control literature beyond its current state, to consider the conflicting motivational perspectives an inside sales agent has to experience. To achieve this unification, this dissertation consists of three essays intended to: (1) identify the influence of autonomous and controlled motivation on operational sales outcome controls and performance; (2) explore the influence these motivators have on sales controls and sales performance; and, (3) understand the impact of autonomous and controlled motivation on sales agent tenure.