Abstract

Emotional labor—that is, work that requires public employees to be emotionally engaged with
citizens—is an emerging issue on the performance front. By examining a state agency whose
primary goal is to resolve consumer complaints, this paper analyzes the conditions under which
emotional labor influences three work outcomes that affect performance: job satisfaction, pride
in work, and burnout. Results indicate that the performance of emotional labor is self-motivating
and contributes to pride in work and to job satisfaction, just as it does in more emotionally
intense jobs such as emergency services and law enforcement. We conclude that managing affect
is central to program success whenever workers must interact with citizens, regardless of the
emotional intensity of the work.

[ CITATION Myu14 \l 13321 ]\

According to M. Eklund and L. Eklund (2016),More women than men performed externally-
oriented services and textile work, while men were in the majority in workshops. Externally
oriented services, working in workshops, and low satisfaction with the day centre services were
associated with higher motivation for employment. Women and men were equally motivated for
employment. Women scored higher on motivation for attending the day centre, something that
may deter transition into open-market employment. For men, less motivation for attending day
centres may reduce their possibilities of gaining skills that can facilitate transitioning to open-
market employment. [ CITATION Mon16 \l 13321 ]

According to Webb, Stegall, Mirabile, Zeman, Shields and Perry-Parrish (2016), compared to
boys, girls reported more intense pride experience and a higher likelihood of expressing pride.
Increases across adolescence were found for self-efficacy in suppressing pride expression, and
for expressing modesty in pride-eliciting situations. Older adolescents were less likely than
younger adolescents to expect to receive a negative peer reaction when inhibiting pride. These
results indicate the importance of gender-specific examinations of pride across adolescent
development with implications for adaptive psychosocial functioning and positive psychology.
[ CITATION Lin16 \l 13321 ]

According to Banerjee and Perrucci, 2010 women’s satisfaction on job are to be the
same or higher than men's, and nonwhites' job satisfaction lower than whites'. The
present research examines perceived job satisfaction for a large national sample in
2002. In a model that includes human capital and work context variables, race
continues to significantly impact job satisfaction. Sex and race segregation do not
 impact job satisfaction, but having supportive coworkers does. Such support is more
characteristic of women's than men's work relationships in these data and may help
account for women's comparable job satisfaction. [ CITATION Din10 \l 13321 ]

 According to Lee (2016) the increased life expectancy in contemporary societies, many
older people remain in paid employment for longer, or are seeking employment at
retirement age. Many older adults are interested in entry-level public-service positions
because these jobs allow them to have flexible schedules, offer secure employment
benefits, and make few physical demands, thereby assuring affective well-being. Most of
these public-service jobs require emotional labor, or the management of publicly
displayed emotions, in return for wages or salary. Performing work requiring emotional
labor is the autonomous choice of the employee who is engaged in emotional labor. Older
individuals possess greater experience with interpersonal interactions, and can manage
their emotional displays with suitable effectiveness for public-service jobs better than can
younger individuals. As they get older, people are generally able to regulate their
emotions better than when they were younger, and will try to filter out negative
situational information. [ CITATION Lee16 \l 13321 ]