The Relationship between Emotional Labor and Job Satisfaction among Nurses of Selected Private Hospitals in Sri Lanka with the Mediating Role of Emotions

Abstract

The healthcare system in Sri Lanka is distinguished by its distinctive and sophisticated model, which combines elements of traditional and Western medicine. It is emerging as a highly competitive industry in Sri Lanka, with an enhanced consciousness regarding the medical-related elements in daily life. This study explores the nuanced relationship between emotional labor, emotions, and job satisfaction among nurses in private hospitals in Sri Lanka within the distinctive context of its healthcare system. Focusing on surface acting and deep acting as emotional labor strategies, the research delves into the emotions of anxiety, anger, fear, and happiness, considering their impact on job satisfaction. The current investigation is primarily based on the problem of identifying the intricate relationship between emotional labor, emotions, and job satisfaction, with a gap in existing literature in the Sri Lankan context. Thus, the primary objectives are to explore the associations between emotional labor (specifically surface acting and deep acting), emotions (anxiety, anger, fear, and happiness), and job satisfaction. The researchers collected data from five selected healthcare organizations and distributed 313 questionnaires to the study sample. The data collection process was primarily based on a simple random sampling method. The Pearson correlation analysis and the Hayes Process Model 4 Mediation Analysis were employed to unravel the direct and mediating role of emotions and emotional labor. Robust correlations regarding deep acting as a positive link with job satisfaction and surface acting as a negative link with job satisfaction are identified. The findings underscore the importance of addressing emotional labor dynamics in healthcare settings for enhanced employee well-being and improved patient care quality. This study significantly advances the understanding of the intricate relationship between emotional labor, emotions, and job satisfaction among nurses in private hospitals in Sri Lanka. The findings contribute to academic scholarship and offer actionable insights for healthcare management.

Key Words: Anger, Anxiety, Deep Acting, Emotional Labor, Emotions, Fear, Happiness, Surface Acting