TABLE OF CONTENTS

ACKNOWLEDGEMNT.............................................................................................................i

SYSNOPSIS..............................................................................................................................iv

CHAPTER I: INTRODUCTION...........................................................................................1

1.1 Motivation for this study…………………………………………………………………..2

1.2 Dissertation Layout………………………………………………………………………..8

CHAPTER II: LITERATURE REVIEW: THE CONCEPT OF EMOTIONAL LABOUR.........9

2.1 Emotional labour in workplace........................................................................................................10

2.2 Emotional labour in nurses..............................................................................................................12

2.3 Conclusion……………………………………………………………..…………………40

CHAPTER III: RESEARCH GAP AND HYPOTHESES DEVELOPMENT…………41

3.1 Objectives of the Study......................................................................................................42

3.2 Development of Hypotheses

3.2.1 Display Rules and Emotional Labour.....................................................................................44

3.2.2 Closeness of Monitoring and Emotional Labour....................................................................45

3.2.3 Job Autonomy and Emotional Labour....................................................................................45

3.2.4 Emotional Labour and Turnover Intention.............................................................................46

3.2.5 Emotional Labour and Burnout...............................................................................................47

3.2.6 The Moderating Effect of Emotional Intelligence.................................................................48

3.2.7 The Moderating Effect of Supervisor and Co worker Support.............................................48

3.3 Conclusion..........................................................................................................................49

CHAPTER IV: METHODOLOGY AND DATA COLLECTION...................................50

4.1. Questionnaire Design........................................................................................................50
4.2 Measures: The Constructs and Their Scales.......................................................................51
4.2.1 Emotional Labour-The Dependent Variable...............................................................51
4.2.2 Display Rules..............................................................................................................52
4.2.3 Closeness of Monitoring.............................................................................................53
4.2.4 Job autonomy .............................................................................................................54
4.2.5 Burnout........................................................................................................................55
4.2.6 Turnover Intention.......................................................................................................56
4.2.7 Emotional Intelligence................................................................................................57
4.2.8 Supervisor and Co-worker Support.............................................................................58
4.3 Target Population ..............................................................................................................59
4.4 Sampling Frame, Sampling unit, Sampling method and Sampling Size...........................60
4.5 Pilot Study.........................................................................................................................62
4.6 Data Collection...................................................................................................................63
4.7 Statistical tools and software.............................................................................................65

4.8 Conclusion.........................................................................................................................68

Chapter V: DATA ANALYSIS............................................................................................69

5.1 Sample profile....................................................................................................................69

5.1.1 Gender.......................................................................................................................71

5.1.2 Age.............................................................................................................................72

5.1.3 Years completed as Nurse..........................................................................................73

5.1.4. Years spent with the current employer......................................................................74

5.1.5. Area of work..............................................................................................................75

 5.1.6 Employment status.....................................................................................................77

5.1.7 Income........................................................................................................................78

5.2. Purification of Scales and validation of constructs..........................................................79

5.3 Results of measurement Validation....................................................................................81

5.3.1 Emotional labour: surface acting and deep acting.......................................................83

5.3.2. Display rules...............................................................................................................86

5.3.3 Closeness of Monitoring.............................................................................................90

5.3.4 Job autonomy..............................................................................................................95

5.3.5 Turnover Intention.......................................................................................................96

5.3.6 .Burnout......................................................................................................................98

5.3.7 Emotional Intelligence.............................................................................................104

5.3.8 Social Support.........................................................................................................110

5.4 Conclusion........................................................................................................................113

Chapter VI: HYPOTHESES TESTING AND RESULTS..............................................114

6.1 ANOVA...........................................................................................................................115
6.2 Correlation Analyses........................................................................................................118
6.3 Simple linear regression...................................................................................................120
6.4 Hierarchical regression.....................................................................................................127
6.4.1 Moderating effect of emotional intelligence on the relationship between surface acting
and turnover intention.................................................................................................130
6.4.2 Moderating effect of emotional intelligence on the relationship between surface acting
and burnout............................................................................................................................131
6.4.3 Moderating effect of emotional intelligence on the relationship between deep acting and
turnover intention............................................................................................................132
6.4.4 Moderating effect of emotional intelligence on the relationship between deep acting and
burnout...........................................................................................................................133
 6.4.5 Moderating effect of social support on the relationship between surface acting and
turnover intention.................................................................................................................134.
6.4.6 Moderating effect of social support on the relationship between surface acting and
burnout..................................................................................................................................135
6.4.7 Moderating effect of social support on the relationship between deep acting and turnover
intention................................................................................................................136
6.4.8 Moderating effect of social support on the relationship between deep acting and
burnout..................................................................................................................................137
6.5 Conclusion.......................................................................................................................138

Chapter VII: DISCUSSION AND CONCLUSION..........................................................139

7.1 Discussion of results.........................................................................................................140

7.2 Contributions of the study................................................................................................145
7.3 Implications for the healthcare industry...........................................................................146
7.4 Limitations for the current study......................................................................................147
7.5 Recommendation for future research...............................................................................147
7.6 Conclusions......................................................................................................................148

APPENDIX I: QUESTIONNAIRE.......................................................................................149

APPENDIX-II: DETAILS OF HOSPITALS (SAMPLING FRAME)...............................157

APPENDIX-III: LIST OF HOSPITALS WITH DETAILS OF SAMPLE COLLECTED..161

APPENDIX IV: MEAN AND STANDARD DEVIATIONS OF EACH ITEM.................165

APPENDIX V: REMOVAL OF ITEMS-DISPLAY RULES..............................................168

REFERENCES.....................................................................................................................169