The role of emotional labor in generating OCB and organizational commitment.

摘要

This research is an attempt to understand the role of affections in the organization by examining the relationship between service climate and psychological contract and the usage of emotional labour. This research also attempts to study the role of the usage of emotional labour in generating OCB and organizational commitment among the employees. This research predicts that employees' ability in regulating their emotion will have a moderation effect on the relationship between service climate, psychological contract, and the usage of emotional labour. It also predicts that employees' usage of emotional labour will have a direct effect on employees' behaviours in the organization. Having conducted two studies in two different types of service organization in Hong Kong, this research has shown employees react to the affective events in the organization by using their emotional labour and their ability in regulating their emotion play an important role in engaging employees to use their emotional labour. This research has also found that employees' usage of emotional labour will have a direct impact on employees' OCB. However, the prediction that the usage of emotional labour will have an impact on employees' organizational commitment is not supported. A theoretical framework is also developed in this research for future studies.