“The Effects of Emotions in the”

Work Performance of Employees

in the Service Industry
By Matthew Co
 Statement of the Problem
• According to most researches that, emotions brings about both
positive and negative effects in the workplace as numerous
researches investigated the adverse consequences, with burnout and
job dissatisfaction as the most cited result.
• The problem in this study was that there were constant complains
from customers and one of the many reasons was due to poor
customer service in the hotel services. Many people think it was due
to the true nature of the individual or was a conflict on personal
life/work. This qualitative study will further review the emotions of
employees that takes effect in their workplace as the following
employees in the hotel will be surveyed/ interviewed to determine
the matters of the general effects of emotions to the service industry.
 Methodology

Oral Interview Survey

 Recommendation
The researcher recommends evaluating the participants behavior
based on their actions at work and with their colleagues.
The researcher recommends to gather feedbacks from customers
based on the attitude and how well they treat to their customers.
The researcher recommends interviewing the managers’ insights
based on the attitude at work or the possibilities of the employee’s
strengths and weaknesses at work.
 Conclusion

• This study shows that his performance is strongly influenced by one's

emotions. Now organizations are working too hard to define and measure
performance. Most precisely, there is a wide variety of feelings, opinions,
etc. Findings indicate that employees are mostly angry with subordinate
behavior, and personal issues.
• In companies to perform better, they need to have workers who have full
influence on their emotions. More important is trust and interest, where
the nature of an organization's work is team oriented. Their performance is
affected by this lack of trust between their colleagues and manage their
emotions from their work and their personal life. This analysis shows the
results in just a few psychological aspects. This study will help in analyzing
the emotions and the importance this has with the job performance of any
employees.