Emotional Labour And Work Family Interference: The Case Of Sri Lankan Airlines Front-Line Employees

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.