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A STUDY ON RELATIONSHIP

BETWEEN EMOTIONAL LABOR

ANDJOB SATISFACTION IN

SHERATON PARK HOTELS & TOWERS, CHENNAI

PROJECT REPORT

Submitted by

SUDHISH KRISHNA.K

Register No: 108001163046

in partial fulfillment for the award of the degree

of

MASTER OF BUSINESS ADMINISTRATION

IN

DEPARTMENT OF MANAGEMENT STUDIES

SNT GLOBAL ACADEMY OF MANAGEMENT STUDIES AND

TECHNOLOGY

COIMBATORE-641 105

APRIL 2012


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SNT GLOBAL ACADEMY OF MANAGEMENT STUDIES

AND TECHNOLOGY

COIMBATORE 641 105Department of Management Studies

PROJECT WORK

APRIL 2012

This is to certify that the project entitled

A STUDY ON RELATIONSHIP BETWEEN EMOTIONALLABOR AND

JOB SATISFACTION IN

SHERATON PARK HOTELS & TOWERS, CHENNAI

Is bonafide record of project work done by

SUDHISH KRISHNA.K

Register No: 108001163046

of M.B.A (Master of Business Administration) during the year 2011-2012

------------------- ---------------------

Project Guide Principal

Submitted for the Project Viva-Voce examination held on ____________________________

------------------------- ---------------------------

Internal Examiner External Examiner


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DECLARATION

I affirm that the project work titled A STUDY ON RELATIONSHIP BETWEENEMOTIONAL LABOR AND JOB SATISFACTION IN SHERATON PARK HOTELS &

TOWERS, CHENNAI being submitted in partial fulfillment for the award of MASTER OF

BUSINESS ADMINISTRATION is the original work carried out by me. It has not formed the

part of any other project work submitted for award of any degree or diploma, either in this or any

other University.

(Signature of the Candidate)

SUDHISH KRISHNA.K

(Register No. 108001163046)

I certify that the declaration made above by the candidate is true.

Signature of the Guide


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ACKNOWLEDGEMENT

The ultimate result of any research of any work depends upon the help and guidance of

many persons. The help and guidance of such people cannot be left unnoticed.

I take this opportunity to thank them for providing the relevant and necessary inputs for

successful completion of this project.

I thank ANNA UNIVERSITY, CHENNAI for this academic vision in integrating the

class room learning with real lifes situational experience by making the project work, a part of

curriculum.

I would like to express my deepest gratitude to our Principal Air Vice Marshal (Retd.)

Rtn. PHF. Dr .N.VIJAYAKUMAR, AVSM, VSM for being the inspiration and motivation force

which encourage to work towards excellence in challenging task.

I extremely thankful to external guide Mr. MANOJ SHARMA, HUMAN RESOURCE

MANAGER, SHERATON PARK HOTELS & TOWERS,CHENNAI, whose valuable council,

encouragement throughout this project made me possible to complete this project in a successful

way.

My words cannot adequately express my gratitude to my guide Dr. SANDHYA RANI.C,

for her valuable guidance, constant encouragement and supervision, motivation especially in times

of difficulty and stress.

I extended my thanks to my beloved parents, friends, who gave us encouragement and

helped us at different stages of this project with warm gestures

(SUDHISH KRISHNA.K)


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TABLE OF CONTENTS

CHAPTER NO TITLE PAGE NO

Abstract

List of Tables

List of figures

1 INTRODUCTION

1.1 Background of the Study

1.2 Uses of Emotional Labor and Job Satisfaction

1.3 Importance of Emotional Labor on Service sector

1.4 Need for the Study

1.5 Problem Statement

1.6 Research question

1.7 Specific Objective of the study

1.8 Significance of the study

1.9 Conclusion

2 REVIEW OF LITERATURE

2.1 Emotional Labor

2.1.1 Display Rules

2.1.2 Surface Acting

2.1.3 Deep Acting

2.1.4 Genuine Acting

2.2 Consequences of Emotional Labor

2.2.1 Negative Consequences

2.2.2 Positive Consequences

2.3 Emotional Labor Framework

2.3.1 Interactionist Framework

2.3.2 Dramaturgical Framework

2.4 Job satisfaction

2.4.1 Emotional Exhaustion


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2.4.2 Job Autonomy

2.5 Company Profile

2.5.1 History

2.5.2 The Hotel-Details of the Property

2.5.3 Classification based on Operations

2.5.4 Awards and Recognitions received by Sheraton Park

Hotels and Towers, Chennai

2.5.5 Organization Structure

2.6 Conclusion

3 RESEARCH METHODOLOGY

3.1 Research methodology and Significance

3.2 Design of the Study3.3 Hypothesis

3.4 Research setting and study Population

3.5 Sample Design

3.6 Construction and Standardization of Research Tool

3.7 Pilot Study

3.8 Collection of Final Data

3.9 Statistical Tool Used

3.10 Limitation of the Study

3.11 Conclusion

4 DATA ANALYSIS AND INTERPRETATION

4.1 General

4.2 Demographic Details of the Respondents using Percentage

Analysis

4.2.1 Classification of Respondents based on Gender

4.2.2 Classification of Respondents based on Age groups

4.2.3 Classification of Respondents based on Educational

Qualification

4.2.4 Classification of Respondents based on Department

4.2.5 Classification of Respondents based on Designation

4.2.6 Classification of Respondents based on Total


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Experience Levels

4.3 Analysis of Variance (ANOVA)

4.3.1 Analysis of Variance (ANOVA) between Emotional

Labor among Different Genders of Respondent


Labor among Different Age groups of Respondent


Labor among Different Educational Qualifications of

Respondent


Labor among Different Department of Respondent


Labor among Different Designations of Respondent


Labor among Different Total Experience Levels of

Respondent

4.4 Correlation

4.4.1 Correlation between Emotional Labor and Job

Satisfaction

5 FINDINGS, SUGGESTION AND RECOMMENDATION

5.1 Findings of the Study

5.2 Recommendation

5.3 Suggestions

5.4 Conclusion

6 APPENDIX

7 REFERENCES

LIST OF TABLES

SL.NO DESCRIPTION PAGE NUMBER


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4.1 Table showing Genders of Respondents

4.2 Table showing Age groups of Respondents

4.3 Table showing Educational Qualifications of Respondents

4.4 Table showing Departments of Respondents

4.5 Table showing Designations of Respondents

4.6 Table showing Total Experience Levels of Respondent

4.7Table showing Analysis of Variance (ANOVA) between

Emotional Labor and Genders of Respondents

4.8Table showing Mean scores of Emotional Labor among

different Genders of respondents


Emotional Labor and Age groups of Respondents

4.10

Table showing Mean scores of Emotional Labor among

different Age groups of respondents

4.11

Table showing Analysis of Variance (ANOVA) between

Emotional Labor and Educational Qualifications of

Respondents


different Educational qualifications of respondents


Emotional Labor and Departments of Respondents

4.14 Table showing Mean scores of Emotional Labor amongdifferent Departments of respondents


Emotional Labor and Designations of Respondents


respondents with different Designations


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Emotional Labor and Total Experience Levels of Respondent


respondents with different Total Experience Levels

4.19Table showing Correlation between Emotional Labor and Job

Satisfaction

LIST OF FIGURES

SL.NO DESCRIPTIONPAGE

NUMBER

2.1 Figure showing Interactionist Framework of Emotional Labor


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4.1 Figure showing Gender of respondents

4.2 Figure showing Age of respondents

4.3 Figure showing Educational qualification of respondents

4.4 Figure showing Department of respondents

4.5 Figure showing Designation of respondents

4.6 Figure showing Total Experience of respondents

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