Abstract:
This study examines how the process of performing emotional labour would impact on the individual’s
personal/family domain. The study was carried out in SriLankan Airlines, the national carrier of Sri Lanka, which is
renowned for its customer oriented culture. Two hundred and six participants from two departments responded to
the self administered questionnaire which measured three variables related to the study. Results indicated that
performing organisationally desired emotions positively related to work-family interference and this relationship is
not mediated by emotional exhaustion. The findings have implications for front-line employee training and
development, recruitment and long term employee and organisational wellbeing.
