The influence of emotional labour on employee work outcomes: a case study of the police at Samarahan Police Station / Mussliha Malihi and Stephanie Chimbi

Emotional labour is a state that exists when there is a discrepancy between the emotional demeanor that an individual displays and the genuinely felt emotions that would be inappropriate to display (Mann 1999b). The study examined the influence of emotional labour towards the work outcome among the police at Kota Samarahan, Sarawak. In addition, the study investigates the emotional labour on emotional exhaustion and job satisfaction. Besides, it is also to determine the impact of emotional labor on the police itself. A sample of 148 the police participated in this study. Result showed that high level of self-awareness on emotional labour leads to high job satisfaction among the police. Furthermore, the dynamics of the display and expression of various emotions during their service interaction is needed in strengthening the relationship between emotional labour and work outcome. Based on the findings, the police portray positive affectivity while performing their duties to public. It is also stated that emotional labour leads to job satisfaction among the police. Several recommendations have been addressed such as the police should understand their emotional intelligent, able in practicing their display rule and willing to share their knowledge in order to enhance the emotional labour in the organizational setting.