JUAN MANUEL GONZLEZ SNCHEZ Review Topic Proposal Justification

Based on the paper THE DIMENSIONS, ANTECEDENTS, AND CONSEQUENCES OF EMOTIONAL LABOR written by J. Andrew Morris and Daniel C. Feldman, I would like to work on emotional labor as a key factor affecting task performance at service delivery positions for service companies. As seen on the cited paper, emotional labor as the four dimensions construct presented on it, frequency of appropriate emotional display, attentiveness to required display rules, variety of emotions to be displayed and emotional dissonance generated by having to express organizationally desired emotions not genuinely felt; may represent an interesting point to review in order to understand what really happens with the performance of individuals serving in the front office in companies which their business is mainly a service, primarily when they are obliged, due to the nature of their labor, to reflect emotions related to what their companies really want to show. . Research preposition and motivation.

I am trying to answer the following question through going into emotional labor literature: is there any relationship between emotional labor and task performance in front office positions in service companies? I believe even though there are service positions on all types of organizations, front office posts in service companies need a very special attention due to the simplest reason they are the service per se. In light of that, the need of knowing how emotional labor affects the performance of people in those positions becomes a necessity. My starting point is to make a revision of literature about emotional labor and task performance and try to draw a link between/connecting them. I will look for references from J. Andrew Morris and Daniel C. Feldman s paper on emotional labor and references on task performance from Locke, Barrick, Latham and others to do my research. Theoretical framework

When building the theoretical framework, some aspects need to be taken into account: Services and their nature.

 Front office labor and its implication on service industries. Emotional labor as constituent part of service work. How task performance can be measured to understand the impact of emotional job on it. Some other to be discovered through the development of the proposed work.

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