An Empirical Study on the Impact of Emotional Dissonance and Quality of Work Life on Organizational Development in the Service Sector of India

The Service Industry has gained much importance now as it has become an important sector for growth and development of all the nations in the world. The share of service sector is increasing day by day in the overall growth of National Income of all the developed and developing countries of the world in recent periods. The emotions of employees play a vital role in the execution of services being offered by them, as these are used intensively. As there is a cut throat competition in this sector, understanding of the emotional processes is very important. Therefore, the aim of this paper is to understand the effect emotional dissonance has on the final outcome on the growth and development of the organisations in the service sector of India. It also affects employee’s turnover, intentions, absenteeism and organisational quality of work life. Through this study, an effort has been made to understand the various aspects of Emotional Dissonance and its implications on organisational development. We have examined the process by which emotional dissonance operates and the impact of self-esteem on emotional dissonance. Emotional Dissonance has been found to enhance the job tensions among the employees, which in turn leads to emotional exhaustion. The repercussions of emotional dissonance are very scary as it may have long lasting impacts on the organisation’s turnover. This paper tries to establish a relation between emotional dissonance and organisation’s overall performance. The results of this study indicate that employees having low self-esteem were more likely to experience emotional dissonance and emotional exhaustion in an organisation. It has affected the performance of other employees also as they ended up in reducing their self-esteem and dissatisfied persons, which in turn blocks the process of organisational development