arsalan mujtaba 07-hitec-bba-09 bba thesisdocshare01.docshare.tips/files/29938/299385747.pdf ·...

Impact of Pay, Promotion and Consequences of Emotional

labor on Employees’ Attitude in Education Sector in Pakistan

By

Arsalan Mujtaba

07-HITEC-BBA-09

BBA Thesis

Bachelors in Business Administration

HITEC University, Taxila Cantt, Pakistan

Spring, 2012

1

HITEC University, Taxila Cantt

Impact of Pay, Promotion and Consequences of

Emotional labor on Employees’ Attitude in Education

Sector in Pakistan

A Thesis Presented To

HITEC University, Taxila Cantt

In partial fulfillment

Of the requirement for the degree of

(BBA)

By

Arsalan Mujtaba

07-HITEC-BBA-09

Eighth semester, spring, 2012

2



Sector in Pakistan

An undergraduate Thesis submitted to The Department of Management

Sciences as partial fulfillment of the requirement for the award of degree of

BACHELORS IN BUSSINESS ADMINISTRATION (BBA).

Name Registration No

Arsalan Mujtaba 07-HITEC-BBA-09

Supervisior

Mr.Iftikhar Ahmed Bhatti

Department of Management Sciences

HITEC University, Taxila Cantt.

September, 2012

3

Final Approval

This Thesis Titled



Sector in Pakistan

By

Arsalan Mujtaba

07-HITEC-BBA-09

For Department of Management Sciences

has been approved

HITEC University, Taxila Cantt,

Internal Examiner: ___________________________________

Dr…………………

External Examiner: ______________________

Dr……………………

Supervisor: ____________________________________



Chairperson: ____________________________________

4

Mr.Bakhtiar Hakeem


Declaration

In my thesis, and to the best of my knowledge, this research does not contain

any previously published data except where appropriate acknowledgment

has been made. Any material, which has been accepted for awarding some

other degree or diploma in any university, is not included in my thesis.

Date: ________________ Signature of the student: ___________

Arsalan Mujtaba

07-Hitec-BBA-09

5

Certificate

It is hereby certified that the work presented by Mr. Muhammad Arsalan

Mujtaba and 07-HITEC-BBA-09 in the thesis entitled “Impact of pay,

promotion and consequences of Emotional labor on employees’ attitude

in education sector in Pakistan” has been carried out under my

supervision. He has fulfilled all the requirements and is qualified to submit

in partial fulfillment of the requirements for the degree of Bachelors in

Business and Administration (Marketing) to the Department of Management

Sciences, HITEC University Taxila.

Date: ____________________

Supervisor: _______________


Lecturer

Chairperson of Department:

_______________________

Mr.Bakhtiar Hakeem

6


ACKNOWLEGMENTS

I am thankful to my supervisor, Sir Iftikhar for his unremitting support.

Without his commendable assistance, direction and keen interest, my thesis

would not be completed.

I would like to acknowledge Professor Sir Iftikhar who managed all the

arrangements for successful completion of the thesis through the splendid

leadership in Department of Management Sciences, HITEC University

Taxila.

Lastly, I would like to thank my family for their help and support in

completing my thesis.

Arslan Mujtaba (07-HITEC-BBA-09)

7

ABSTRACT

This study investigated the impact of three HRM practices namely pay,

promotion and consequences of emotional labor on employee’s attitude in

education sector of Pakistan. Three hypotheses were formulated with respect

to subsequent discussed variables. Result indicated that pay practices was

significantly and positively associated with employee’s attitude in education

sector of Pakistan. On the other hand promotion practices were found to be

little insignificantly associated with employee performance.

Keywords: Pay, Promotion Practices, Emotional Labor, Education sector

of Pakistan, Employees’ Attitude.

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TABLE OF CONTENTS

1. Introduction…………………………………………………………………..11.1. Problem

Statement………………………………………………………...41.2. Significance of

study…………………………………………………........41.3. Objective of

study………………………………………………………….41.4. Research

questions……………………………………………………........41.5.

Hypothesis………………………………………………………………….5

2. Literature Review……………………………………………………………...62.1. Pay……………………………………………………………………........

72.2. E

mployees Attitude…………………………………………………….......92.3. Emotional

Labor……………………………………………………………142.4. Promo

tion…………………………………………………………….........17

3. Research Methodology……………………………………………………........223.1. Aim and purpose of

research…………………………………………….....223.2. Research

Approach……………………………………………………........223.3. Theoretical

Framework……………………………………………………..233.4. Research

Design………………………………………………………….....243.5. Sample

Size…………………………………………………………….......243.6. Data Collection

Method………………………………………………….....24

9

3.7. Sampling Techniques and Sampling

Design………………………………..253.8. Data Analysis and Data

Generation…………………………………….......25

4. Result and Discussion……………………………………………………….......26

4.0. Reliability Test………………………………………………………….......27

4.1. Regression

Test…………………………………………………………........274.2. Correlation

Test………………………………………………………….......294.3. An

alysis………………………………………………………………….......29

5. Conclusion………………………………………………………………………..316. Implication for managers………………………………………………….........327. References…………………………………………………………………….......338. Appendix……………………………………………………………………........359. Questionnaire………………………………………………………………….....36

LIST OF FIGURES

1. Figure 3.1…………………………………………………………………….23

LIST OF TABLES

1. Table 4.1……………………………………………………………………………282. Table 4.2……………………………………………………………………………283. Table 4.3……………………………………………………………………………29

LIST OF ABBREVIATIONS

1. HEC Higher Education Commission2. E.L Emotional Labor3. I-V Independent Variable4. D-V Dependent Variable5. MD-V Moderating Variable

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Chapter 1

Introduction

11

Impact of Pay, Promotion and Consequences of Emotional labor on

Employees’ Attitude in Education Sector in Pakistan

1.0. Introduction:

Employee‘s Job satisfaction has been defined in many different ways, but for the

purposes of this thesis, it may be defined as “the summary evaluation that people make of

their work Job satisfaction reflects the nature of the work performed, the characteristics

of the organization and individual needs and values. Pay, promotion procedures and

policies matter to organizations and employees alike; they will shape employees’

perceptions of fairness and justice, and hence, their commitment to the organization. In

this thesis we explore the effects of a specific set of pay and promotional policies within

the Pakistan educational sector.

Rewards are part of the exchange when workers exert effort to help in the advancement

of organizational objectives. Policies aimed at reducing labor turnover should revolve

around giving employees both extrinsic (economic) and intrinsic (psychological) reasons

to stay. This thesis emphasizes the extrinsic reasons, although it should be recognized that

these two categories are not completely distinct, and that one may impact on the other,

particularly within certain social contexts.

Emotional labor can be defined as the degree of manipulation of one’s inner feelings or

outward behavior to display the appropriate emotion in response to display rules or

occupational norms. This study concerns the development of an emotional labor model

for the hospitality industry that aims at identifying the antecedents and consequences of

emotional labor.

12

This study investigates the impact of individual characteristics on the way emotional

labor is performed; it investigates the relationships among the different ways of enacting

emotional labor and their consequences, and addresses the question of whether

organizational characteristics and job characteristics have buffering effects on the

perceived consequences of emotional labor, which are emotional exhaustion and job

satisfaction.

Previous studies suggested that both pay and promotion opportunities are important

determinants of commitment. It has shown that both opportunities for advancement and

pay have a positive effect on organizational commitment. The importance of promotion

opportunities as a significant determinant of organizational commitment is also part of

this thesis. Organizational commitment is also one of the principle determining factors of

propensity to stay However, performance-based pay has the potential to undermine

supportive relations amongst workers; hence it represents a “two-edged sword”.

The Higher Education Commission (HEC), formerly the University Grant

Commission, is the primary regulator of higher education in Pakistan. In Pakistan, up till

2002, Universities were recognized by the University Grants Commission (UGC) which

draws its powers from The University Grants Commission Act, 1974. The Act was

repealed in 2002 by the Higher Education Commission Ordinance, 2002 and since

then, Higher Education Commission of Pakistan (HEC) is responsible for higher

education policy, quality assurance, and degree recognition, development of new

institutions and uplift of existing institutions in Pakistan. It also facilitated the

development of higher educational system in Pakistan. Its main purpose was to upgrade

universities in Pakistan to be centers of education, research and development. The HEC

has played a leading role towards building a knowledge based economy in Pakistan by

giving out hundreds of doctoral scholarships for education abroad every year. Dr. Javaid

Laghari is the last incumbent appointed HEC Chairman.

Education in Pakistan is overseen by the government’s Ministry of Education and the

provincial governments, whereas the federal government mostly assists in curriculum

development, accreditation and in the financing of research. The article 25-A of

Constitution of Pakistan obligates the state to provide free and compulsory quality

13

education to children of the age group 5 to 16 years. “The State shall provide free and

compulsory education to all children of the age of five to sixteen years in such a manner

as may be determined by law”.

The education system in Pakistan is generally divided into five levels: primary (grades

one through five); middle (grades six through eight); high (grades nine and ten, leading to

the Secondary School Certificate or SSC); intermediate (grades eleven and twelve,

leading to a Higher Secondary (School) Certificate or HSC); and university programs

leading to undergraduate and graduate degree.

1.1. Problem Statement:

The variables such as HR practices and their relative significance and impact yet to be

explored. Impact of monetary rewards (Pay) and growth/success/career (Promotion) is

discussed .Impact of Emotional Labor (Surface Acting and Deep Acting) to be discussed.

Effect of Monetary, non-monetary factors as well as Emotional Labor on Higher

Education Industry in Pakistan.

1.2. Significance of study:

Pay, promotion and consequences procedures and policies matter to organizations and

employees alike; they will shape employees’ perceptions of fairness and justice, and

hence, their commitment to the organization. The purpose of this study is to find how pay

and promotion affect on the attitude of employees in education sector in Pakistan. There

is high impact of pay and promotion on employee’s attitude and their work.

1.3. Objective of study:

Objective (OBJ1) = to identify impact of pay on employee’s attitude.

Objective (OBJ2) = to identify impact of promotion on attitude of employees.

Objective (OBJ3) = to identify moderating effect of emotional labor on pay and

promotion effects on employee’s attitude towards job.

1.4. Research Question:

Research Question (RQ1) = what is impact of pay on employee’s attitude?

Research Question (RQ2) = what is impact of promotion on attitude of employees?

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Research Question (RQ3) = what is moderating effect of Emotional Labor on pay and

promotion effects on employee’s attitude towards job?

1.5. Hypothesis:

Hypotheses (H1) =There is impact of pay on attitude of employees.

Hypotheses (H2) =There is impact of promotion on attitude of employees.

Hypotheses (H3) =There is impact of Consequences of Emotional labor on employees’

attitude which derived from Pay and Promotion.

15

Chapter 2

Literature Review

16

2.0. Pay:

The relationship between fairness and pay satisfaction was strong and major for both

junior and senior secondary school teacher. The relationship between fairness and

affective commitment, pay satisfaction and purpose to turnover, and affective

commitment (Motshegwa Baakile ).

The value while relation to be studied because pay satisfaction can potentially have either

positive or negative penalty. Focusing on th e concluding, some of the negative cost of

pay satisfaction include turnover, absenteeism, motivation to strike and lowered job

performance Pay satisfaction and its relationship to intent to turnover (Heneman) 2006.

In pay, fulfillment of significant predictors of organizational was commitment through a

sample of 128 employees from service industry (2003). The pay satisfaction was

positively connected to organizational commitment in a survey of 211 full-time

employees in Pakistan. Maliket al (2010).

Though member of staff attitudes such as pleasure will not be a major determinant

connected with career functionality, these are nevertheless significant. Many people

promote (or discourage) absenteeism along with an impact on turnover, plus they guided

to create the tradition of the group. In accordance with Ed (1999) several significant

gener1Lzations about member of staff attitudes along with incentives.

Very first, member of staff pleasure is influenced by simply how much is obtained along

with simply how much the individual perceives needs to be obtained. Minute, member of

staff pleasure is impacted by side by side comparisons with what occurs in order to other

folks. Finally, workers generally misperceive the incentives connected with other folks.

When staff feels that someone else is doing additional money in comparison with see

your face genuinely tends to make, the likelihood of discontentment boosts. For this all

17

round career pleasure is impacted by exactly how happy workers are generally having the

extrinsic along with the implicit rewards many people obtain from other jobs.

Pulling through the content concepts along with requirement principle, this realization

suggests that numerous requirements could potentially cause habits understanding that

habits might be channeled towards a variety of aim.

Incentive persons based on the efficiency results represent their entire group. This process

presumes that all employees functioning jointly can easily crank out better organizational

results that lead to superior financial efficiency. These kinds of programs generally write

about some of the financial benefits towards company having employees by way of

obligations worked out like a portion of each and every employee’s foundation spend.

Furthermore, organizational incentives may be given like a lump-sum total just about all

employees, as well as different quantities may be provided to different amounts of

employees through the entire group. Probably the most common forms of organization-

wide incentives usually are profit- expressing ideas along with member of staff

investment ideas. Regarding senior professionals along with executives, changing spend

ideas generally usually are set up to supply stock options and other forms of deferred

settlement that minimize this place a burden on liabilities of the recipients. (Benneth

1990, Cole 2000, Luthans 2003).

A few specific inducement packages that offer awards for you to folks are already

employed, including one-time prize draws intended for getting together with efficiency

locates for you to rewards intended for efficiency with time.

As an example, safe-driving awards are shown for vehicle drivers without having

damages or even violations on their documents within a year. Although specific packages

could also end up being developed intended for organizations and intended for total

companies, these kinds of packages usually concentrate on rewarding solely high-

performing folks.

Honors Dollars product, gift accreditation, and travel would be the normally applied

motivation incentives. Dollars is still very sought after through a lot of employees simply

because they get attention on how to invest this.

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However, in the past two full decades, there has been considerable analysis increases

throughout realizing dispositional in addition to national influences about job fulfillment

as effectively, that's not really still effectively understood simply by practitioners.

Additionally, probably the most critical areas of the project circumstances to be able to

affect job satisfaction they perform itself is frequently unnoticed simply by practitioners

whenever addressing job fulfillment. (House,Shane, & Herold, 1996)

2.2. Employees Attitude:

The Employees with far above the ground affective commitment have high emotional

attachment classification with the organization and taking part in the organization, and

consequently are not possible to leave (Meyer & Allen, 2006). A lot of responsibility for

the low late of organizational commitment in China two factors like low reward and the

lack of opportunities to grow within their organization (Han 2006).

The meta-examination of correlates and consequences of organizational commitment

found that all forms of organizational commitment were strongly related to taking out

cognition and turnover. In the addition, the authors strongly recommended the need for

researchers to do more studies on organizational commitment outside Pakistan, yet the

publication of this meta-examination in 2001. We have seen a gradual increase in

research on organizational commitment outside Pakistan (2006).

In the Ethical behavior of coworkers was a major factor impacting organizational

commitment of Pakistan employees. The Ethical performance of successful managers

also radically impacted organizational commitment of employees. The china has been

reported to have a requirement culture where personal goals are secondary to goals of the

workgroup and referent others. (Jackson 2005).

Where the Older employees have greater commitment to their organization than younger

employees. The Younger employees may be more likely to give up when they are not

satisfied with their jobs or when they want to seek a better opportunity to develop their

career.

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The Organizational commitment is an issue of prime meaning, especially to the

management and owners of the organizations. Organizational commitment and job

satisfaction are related to an organization’s profitability and competitive position in the

market. Organizational commitment affects employees’ performance and is therefore

treated as a subject of great importance (Shore & Martin, 1989; Meyer et).

The Commitment is a kind of link between an employee and the organization he is

working for (Buchanan, 1974). The strength of this kind is dependent on various factors.

That study will try to find the relation of some of these factors with organizational

Commitment.

Organizational commitment has a strong relation with employee behavior. But an

employee is committed to an organization; it would reduce the chances or occurrences of

absenteeism and turnover (Igbaria & Greenhaus, 1992).

The Commitment refers to an employee’s motivation to work positively in an

organization and his persistence to work for it (Mowday et al., 1982). The Organizations,

like Banks, are considered to be one of the more stressed-out sectors in the World

(Ebiringa, 2011).

But in the Pakistan’s culture, job security is considering an important requirement for a

job. Government jobs are measured more secure than private jobs because of the legal

and cultural constraint which work in the help of an employee. For example, it takes a

long process to finish an employee from his job, still if enough evidence exists against

him. For like reasons, people prefer to get into government jobs because of the high level

of job security offered. Also, handsome pay and packages add to the attraction of such

jobs. In the part from the monetary benefits, non-monetary benefits also play vital role in

an employee’s commitment towards his organization.

Government jobs in Pakistan offer benefits like house rent (or house leasing), medical

allowance, free medical facilities (for family also), easy loans (zero interest loans in case

of bank employees), pensions, bonuses, regular increments etc. Such facilities securely

tie an employee’s job interest to the organization in the working environment is usually

quite lovely.

20

People respect each other and are willing to help in work-related and other issues besides

good relations (working and after-work) exist between peers; and even managers and the

employees. But input in Pakistani culture is a variable that is, generally, not considered

significant. The Decisions are made by the higher management with no-say of the

employees in the decision-making process. In most of the work-related issues, employees

are not consulted for their input.

A safe job is an employees’ obligation and wish. Job anxiety affects an employee’s

commitment to the organization. Employees’ do not think risks and are willing to stay in

an environment that provides satisfaction rather than optimized change (Kirmizi & Deniz,

2009).

The Commitment refers to the focus and the want of attachment of an individual to a

certain task or his work. Organizational commitment has been a topic widely researched

over the years. In the Affective, continuance and normative commitment are the tools to

measure organizational commitment (Meyer & Allen, 1991; Dunham et al., 1994).

Perceptions are generally propensities, or even tendencies, to behave in the good or even

unfavorable approach in the direction of a thing. The thesis could be most jobs in the

world all-around you. Perceptions mirror a new person’s likes and dislikes in the

direction of different folks, things, events, and routines of their setting. It feels right to

analyze and learn about attitudes mainly because powerful attitudes can probably impact

a new person’s actions. Perceptions in the direction of oversight, pay, gains, marketing

and advertising, or even any situation that might trigger optimistic or even unfavorable

side effects. Subsequently, employee satisfaction and attitudes characterize one among

the key areas intended for calculating organizational performance. Due to the fact that

your back links involving task, contextual, and honest overall performance along with

essential methods involving organizational performance, one of the crucial goals

involving operators will be to develop linkages between employee overall performance

and their particular satisfaction.

Nevertheless, it isn't often all too easy to transform a new person’s attitudes regarding

their particular operation. The excuse is that you'll see, attitudes in the direction of

21

operate might be one important aspect from the person’s construction involving attitudes.

They could be connected powerfully to different essential ones, generating these

individuals far stuck, and thus limiting how considerably operators could reach your

goals in transforming how personnel sense and react. Nevertheless, certain attitudes and

satisfactions at your workplace could and perform transform, sometimes speedily, seeing

that events transform. Employees who are delighted and profitable at some point could

become disappointed and exacerbated immediately as a consequence of a few managerial

steps.

Perceptions always apply to a number of identifiable targets. Persons include perceptions

in relation to one thing or perhaps a person, for example, toward government entities, the

examiner, the employment, or perhaps the usage of couch belts. It is not from a technical

perspective precise to mention a person has a good mindset or even a bad mindset

without having specifying the item of the mindset.

Probably the most generally definitions associated with stress might be categorized in to

three forms (Beehr as well as Franz, 1987). The primary sort can be stimulus-based

which often takes stress being a situational or perhaps environmentally friendly based

stimulation, impinging about the person. The other sort can be response-based,

identifying stress as a possible individual’s psychological or perhaps bodily reaction to

environmental/situational allows.

In the Secord and Beckman (1969, r. 167) defined thought patterns since certain

regularities of the individual’s emotions, thoughts and predispositions to do something

towards several element of his / her surroundings. Arnold et 's. (1995) suggested which

“attitudes reveal any person’s habit to experience, consider as well as respond within a

optimistic as well as unfavorable way on the subject from the attitude”.

In line with Elizur and Guttman (1976), thought patterns towards transform in general

incorporate any person’s cognitions with regards to transform, affective tendencies to

change, and behavior habit towards transform. Scientists get as a result, discovered

different employees’ replies with an organizational transform starting from strong

optimistic thought patterns (i. age. “this transform is important to the firm to succeed”) to

22

strong unfavorable thought patterns (i. age. “This transform can wreck this company”),

(Piderit, 2000).

For that reason, transform may be acquired with excitement and contentment as well as

rage and dread while employees’ a reaction to perhaps it will vary from optimistic

purposes to guide this transform to unfavorable purposes to oppose the item.

A lot of studies recommended that organizational modify work are often very stress filled

knowledge for people (Elrod as well as Tippett, 2002; Offer, 1996). Emotions as well as

answers to change could be therefore demanding the literature with organizational modify

offers compared these individuals having individual answers to help disturbing

improvements such as death as well as sadness (Henderson-Loney, 1996; Offer, 1996;

Kubler-Ross, 1969.)

Folks arrived at corporations along with specific needs, knowledge, objectives plus they

expect to locate a work place where they will work with their skills along with meet their

needs. When an organization provide these chances, it is likely that growing dedication is

usually greater. It's obvious that swap doesn’t imply exploitation involving staff.

Commitment can be seen as a no less than several associated aspects; a substantial

approval from the organization’s values along with targets, the willingness to be able to

apply considerable work regarding the business and a robust prefer to keep account inside

the organization.

Subsequently, dedication is determined by a range of organizational along with person

aspects such as personalized characteristics, structural characteristics, work experience

along with part associated features. There is certainly evidence inside the modify

supervision literary works pinpointing the particular part involving organizational

dedication in a modify wording. Numerous experts mentioned that will organizational

dedication plays a vital part with employee’s approval involving modify (Darwish, 2000;

Cordery et ing., 1993). Iverson (1996).

A organizational commitment for the reason that next most significant determinant right

after nation membership rights associated with attitudes when it comes to organizational

modify. A lot more specially, Lau as well as Woodman (1995).

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Staff members along with higher organizational commitment tend to be more prepared to

set a lot more work in a modify task as well as, consequently, it really is very likely to

develop beneficial attitudes towards organizational modify (Iverson, 1996; Customer,

1987).

Also, Customer (1987) encouragedWorkstrain163 which organizational commitment

mediated the whole causal results associated with beneficial affectivity, career stability,

Career satisfaction, and career enthusiasm as well as environment opportunity about

organizational modify. Consequently, it really is hypothesized that the beneficial romantic

relationship is available involving organizational commitment as well as attitudes to vary.

2.3. Emotional Labor:

The Emotional labor know how to be clear as the degree of handling of one’s inner mind-

set or away from behavior to display the proper emotion in counter to display rules or

professional norms. In that study the concerns the development of an emotional labor the

model for the kindness industry that aims at identify the background and consequences of

emotional labor. That study investigates the effect of individual’s individuality on the way

emotional labors are performed. (Kay Hei-Lin Chu).

To investigates the relationships in the middle of the different ways of enact emotional

labor and their consequences, addresses the question of whether organizational

characteristics and job characteristics have buffer effects on the seeming consequences of

emotional labor, which are emotional fatigue and job satisfaction. (Kay Hei-Lin Chu).

These are typical “help wanted” ads that can be found everywhere in the hospitality

industry. While farms or factories are hiring “hands” or “heads,” hospitality companies

want to hire people with more motivated. The spirit of the hospitality industry is not only

“getting a job done,” but also involves getting the job done with the right attitude, with

the right degree of sincerity, and with the right amount of concern for the guests. (Kay

Hei-Lin Chu).

24

Every company in the hospitality industry requires that employees, while interacting with

customers, display certain types of emotions such as friendliness, cheerfulness, warmth,

enthusiasm or confidence. (Kay Hei-Lin Chu).

There are other jobs that demand particular emotional displays. Nurses are called on to

display caring and kindness, food servers to show friendliness and cheerfulness; bill-

collectors need to be forceful and angry, and police calm and cool. One attributes that the

above job categories have in common is that they all are service occupations, in which

face-to-face or voice-to-voice interactions with customers, clients, or the public constitute

a major part of the work. ((Kay Hei-Lin Chu).

The communication between the service provider and customer is the core of a check

know-how that influences customers’ perceptions of service class, it is necessary for

employers to regulate or manage employees’ behavior or emotional words to ensure

service quality. For example, in the employee handbook of a deli store, two of the items

in the company’s job statement make clear how the important customer satisfaction is to

the company’s fiscal success and how employees’ behavior affects customer satisfaction

(Steinberg & Figart, 1999).

The results of an employee’s emotional display are no longer a private experience, but a

community act that is controlled by employer supervision. The rules for emotional

display are industrial and training programs are fixed. Employees go through interrupted

sessions to learn how to smile in a sincere way and how to change the private irritation

(or impatience) into public sympathy and kindness (Yanay & Shahar, 1998).

The management of feeling to create a publicly observable facial and bodily display

;emotional labor is sold for a wage and therefore has exchange value” This definition

explicitly delineates that service providers are required to regulate or manage their “felt”

emotions and display those emotions for commercial purposes.

25

These “displayed” emotions have economic value, which can be transformed into wages.

According to Hoch child (1983),

Both equally talk about efforts to generate a normative mental state, mask emotions so

that you can found a certain mental state, as well as limit, exaggerate; you aren't

management the appearance of mental declares. Experience operations is usually

achieved inside circumstance of applicable "feeling rules" (Hoch child, 1979), which in

turn prescribe mental declares, as well as "display rules, inch which in turn information

the appearance of feeling (Ekman, Friesen, & Ellsworth,1982).

Labour may be the effectiveness of varied kinds of feeling management inside the

circumstance regarding paid work. Precisely what separates psychological labour by

feeling function throughout formula is actually that psychological labour is conducted

regarding salary which is led by means of imperatives regarding function corporations.

As a result, psychological labour is actually at the mercy of command and oversight by

means of recruiters. Hochschild's (1983).

Emotive toil is frequently directly described with regard to communications with buyers

in addition to workers' work to manage their particular feelings. This kind of filter

conceptualizations belies the multidimensionality associated with emotive toil as

disclosed by simply empirical scientific studies. Emotive toil is just not usually available

to communications that will arise in the course of the provision of the service or perhaps

different primary duties associated with perform. Alternatively, feeling is untouched in

every societal relationship throughout organizational contexts (Gibson, 1997).

As a result, only a few emotive toil comes about throughout impersonal relationships

with customers, neither is this usually led by simply organizational suffers from in

addition to skilled as inauthentic Erickson & Wharton, 1997; Pugliesi & Shook, 1997.

The emotive toil is usually grounded in the specific varieties regarding feelings operate

associated with emotive toil led toward often customers or coworkers.

26

While famous sooner, feelings managing (or emotive regulation) can encompass the

particular managing of your respective personal emotions or the particular managing in

the emotions regarding others. The two of these general varieties of feelings operate is

show themselves inside a couple kinds of emotive toil at work: self-focused in addition to

other-focused emotive toil.

The consequences associated with emotive work emphasized it is hazardous outcomes in

personnel, scientific studies associated with personnel in a range of employment

recommend how the outcomes associated with emotive work are not evenly unfavorable.

Ethnographic scientific studies associated with emotive work especially employment

uncover complexness throughout workers' experiences associated with emotive work of

which is related to circumstance and also that means with regards to this do it yourself

(Gimlin, 1996; Leidner, 1993; Stenross & Kleinman, 1989; Tolich, 1993). Hoch child

(1993).

In the additional hands, psychological toil generally seems to possess optimistic

outcomes if it is experienced seeing that self-enhancing or even any time individuals are

in control of his or her emotion managing. Qualitative scientific tests recommend

sleeping pad any time psychological toil involves managing involving others' feelings, it

may be experienced seeing that strengthening (Leidner, 1993; Stenross & Kleinman,

1989; Tolich, 1993). Over emotional toil focused on other folks also can minimize

reputation variations concerning individuals and the clients these people provide (Gimlin,

1996).

2.4. Promotion:

In the other hand, the particular outsourcing craze impacts employees over the decline

involving fixed-employment opportunities and also ends in a growing number of part

time and also agreement individuals typically gaining less shell out when compared with

everlasting individuals and also without wellness, existence, short- and also long-term

impairment, and also old age positive aspects (Charara, 2004;Crolius, 2006).

27

Outsourcing techniques generally comes with an affect the particular sorted labor by

simply intimidating the particular labor force, while employees tend to be endangered by

the prospective client involving careers relocating abroad and so are not thinking about

unionizing (Lazes & Savage, 2000).

The Kennedy, et ing. (2002) considered entrusting in general, as a negative adjust, which

usually consequently could produce greater degrees of discontentment and also greater

probability of leaving his or her jobs. One more examine conducted by means of Walsh

and also Deery (2006)

Screened the effects of the entrusting method on those who become applied seeing that a

direct result of which method. They identified that the entrusting commitment developed

nominal job safety measures for that fresh personnel for the reason that group wasn't

invested in these kinds of personnel further than your three-year commitment. The

research also identified limited.

The particular reaction of these staff members that attend this outsourcing techniques

plan should likewise be evaluated. Survivor affliction, while identified throughout HOUR

OR SO FOCUSAug2009, "refers into a marked loss of determination, bridal, along with

output involving staff members in which remain with the business caused by downsizing

along with labor force discounts.

This entails several difficult emotional operations along with following behavioral

replies. Inches Sensations involving fear, fury, suffering, sense of guilt, insecurity,

unfairness, depression, lowered possibility having, along with determination usually are

expression involving emergency affliction.

Besides, "survivors" are required to create result quickly, protect this extra function, and

along with develop completely new thoughts (Baruch & Hind, 1999; HOUR OR SO

FOCUS, the year just gone; Kiplinger, 2009).

This specific further force may cause substantial turnover. Various other empirical

scientific tests possess revealed that discontented workers, following your setup

28

connected with outsourcing techniques method, may depart this company when

compared with their particular content fellow workers are (Spector,1997; Charara, 2004).

In the present examine illustrates frame of mind along with understanding connected with

retail staff members towards participation within promoting actions. The importance

connected with member of staff participation in different corporation is usually a worry

knowing that the item cannot be overstressed in different world connected with pastime

of the corporation, allow it to needlessly end up being any enterprise, training and even

social operates. Investigation of the examiner demonstrates a few staff members have an

interest within strategy system however they are certainly not considering advertising

actions although they will featuring involvement in the actual referral marketing

promotions, these kinds of member of staff frame of mind obtained in various class

connected with retail staff members, the existing examine demonstrates retail member of

staff extremely enjoyed in a variety of promoting actions. (Dr. B.V. Sangvikar).

The member of staff participation procedures have been among the approaches

extensively employed for enhancement purposes by groundbreaking agencies. Some of

those endeavors, upgrade connected with do the job joined with employment enrichment

usually are a pair of which have been used extensively aiming top quality boost by

developing jobs that entail autonomy and also feedback (Hackman & Oldham, 1980).

Restructuring do the job close to teams has become one more option organizational

transform software for you to bring about performance enhancement by means of

enhancing achievement at the office place (Morley & Heraty, 1995; Rodwell et almost

all, 1998).

Most of these methods largely focus about altering duties and also associations amongst

personnel and are also created on a number of presumptions. This premises driving

teamwork should be to upgrade autonomy which is recognized with regard to discovering

an effective way connected with training employment to achieve top performance by

means of ongoing lookup connected with personnel pertaining to option methods for do

the job procedures. Elevated autonomy will be anticipated to create self-fulfillment and

also help to make jobs significant (Ross, 1999).

29

With this consider, teamwork opposes the original Taylorist intentions to be able to

isolate workers through assigning to be able to normal duties sequentially developed and

at the same time allowing fewer chances with regard to conversation. Teamwork, as a

result, is viewed as a sophisticated try to integrate individual in to the business (Morley &

Heraty, 1995) although employees’ permission is usually achieved through producing

them believe their own passions and organization passions are usually arranged (Hare,

1976; Isabella & Waddock, 1994). For this end, workforces actions are a common

technique in reestablishing rely on toward administration exactly who drop stability

primarily soon after downsizing activities.

On the other hand, Griffin (1988) to proceeding ranges consequently. Signifies, Mirvis,

Hackett and Grady (1986) recommended in which good quality sectors programs rescued

staff members via unfavorable contextual aspects yet added much less to further improve

good quality regarding do the job life.

Yet another self deprecation is lifted by simply Parker & Slaughter (1988) that asserted in

which peer demand may become the negative aspect pertaining to squads which could

turn into a method for anxiety managing. In conclusion, these results point to the fact

adjust throughout do the job thinking including achievement and determination ought to

be screened carefully detailing unpredicted outcomes at the same time.

30

Chapter3

Research Methodology

3.0. Research Methodology:

31

Quantitative research Methodology has been used in this research paper. Data was

collected and then it was converted into numerical form. Accordingly statistical

calculations were made and conclusions were drawn.

3.1. Aim and Purpose of the Research:

The aim of research is to identify the impact of pay and promotion on employee’s attitude

and to measure the employee’s attitude, how organization will grow and more profitable

due to these factors. What is the influence of these factors on research?

A review of secondary data available in forms of research papers, book etc. done in the

preceding section helped us to end up the chapter by building a figure which elaborate the

theoretical framework.

3.2. Research Approach:

To investigate the relationship between dependent and independent variable s, impact of

pay, promotion and consequences of emotional labor impact on attitude of employees.

This relationship shows in theoretical frame work model also. Along with this, the

comprehensive overview of research design that is followed to achieve the objective of

study is given below

3.3. Theoretical Frame work:

32

MD-V

I-V I

D-V

I-V II

Figure (3.1)

Reference of emotional labor:

Ashforth, B. E., & Humphrey, R. H. (1993). Emotional labor in service roles: the influence of

identity. Academy of Management Review, 18(1), 88–115.

Reference of pay, promotion and attitude of employees:

David Morris, Arzmi Yaacob, Geoff Wood, (2004),"Attitudes towards pay and promotion in the

Malaysian higher educational sector", Employee Relations, Vol. 26 Iss: 2 pp. 137 – 150.

Independent variable:

33

EMOTIONALLABOUR

PAY

ATTITUDE OFEMPLOYEES

PROMOTION

The independent variables are pay, promotion and emotional labor.

Dependant variable:

The dependent variable is Attitude of employees.

3.4. Research Design:

Researcher can carry out such type of researches depending upon the research being

carried out. A research can determine a correlation relationship or can investigate a causal

relationship between variables. The studies try to identify the impact of dependent

variables and independent variables impact of pay and promotion on attitude of

employees. In order to find out the needed information from the sample unit

Questionnaires the survey is conducted by me, that is why rate respond are high.

3.5. Sample Size:

A set of predefined question are asked from the respondents during the Questionnaires

survey. Sample size is 100 questionnaires that were filled from employees.

Total Samples = 120 No of response = 67 Response rate = 55.8%

The total sample size of questionnaire is 120, no of people response is 67 and the

response rate of questionnaire is 55.8%.

3.6. Data Collection Method:

The total questionnaire is 39. 7 questions measured the demographic. 26 questions

measured the independent variable, and 6 questions measured dependant variable,

questionnaire developed on Likert scale, it’s a self-developed questionnaire. The

questionnaires were developed in English to meet the need of thesis. The English version

of the questionnaire is given in appendix.

3.7. Sampling Techniques and Sampling Design:

34

Random and convenience sampling techniques is used here with sample size of 100.

They were filled from an employee who includes Assistant Managers, Mangers, General

Managers and Teachers’.

3.8. Data Analysis and Information Generation:

The data is converted into constructive information by method of analysis. Different

analysis can be performed to change raw data into important information. The common

way by which data analyzed are Qualitative Analysis and Quantitative Analysis.

By the help of Regression and Correlation test identifying the relation of both variables

by using SPSS 17.0 version.

35

Chapter 4

Result and Discussion

4.0. Reliability and Validity Test:

36

In Reliability test total number of questionnaires is 140. The Cronbach’s alpha is 0.731

which consider as highly reliable. Internal consistency and reliability is exiting.

VARIABLES CRONBACH’S ALPHA PERCANTAGE

PAY 0.917 91%EMTOTIONAL LABOUR 0.892 89%PROMOTION 0.758 75%ATTITUDE 0.701 70%

For variable pay the value of chronbach’s Alpha is 0.917, for Emotional labor the value

of chronbach’s Alpha is 0.892, for promotion the value of chronbach’s Alpha is 0.758 and

for attitude the value of chronbach’s Alpha is 0.701. These values are showing the

reliability of the instruments which is questionnaires.

4.1. Regression test:

In this session, we are going to look at the important tables. The next table of interest is

the Model Summary table. This table provides the R and R2 value. The R value is 0.832,

which represents the simple correlation. The R2 value indicates how much of the

dependent variable Attitude of employees, can be explained by the independent variable,

emotional labor, pay and promotion. In this case, 56.6% can be explained, which is high.

37

Model Summary

Model R R Square

Adjusted R

Square

Std. Error of

the Estimate

1 .832a 56.6 59.6 0.5912

table (4.1)

a. Predictors: (Constant), PRF, PF, EFThe table below, Coefficients, provides us with information on each predictor variable

this provides us with the information necessary to emotional labor, pay and promotion

from Attitude of employees. We can see that the constant variable (Attitude of

employees) contribute significantly to the model (by looking at the Sig. column). By

looking at the B column under the Unstandardized Coefficients column we can present

the regression equation as:

γ=α+b1 x1+b2 x2+b3 x3+e

Attitude of employees=2.163+0.27(pay) +.303(Emotional .labor) +0.53(promotion) +e

Coefficientsa

Model

Unstandardized

Coefficients

Standardized

Coefficients

T Sig.B Std. Error Beta

1 (Constant) 2.163 .621 3.482 .001

PF 0.27 .095 .044 .285 .777

EF 0.303 .142 .332 2.127 .040

PRF 0..53 .061 .124 .798 .430

a. Dependent Variable: AF

Table (4.2)

38

4.2. Correlation Test:

Correlation test show the positive relation between both independent and

dependent variables. Correlation between Ef and Af is 34% .It mean correlation is

significant.

PF EF PRF AF

PF Pearson

Correlation1 .058 .002 .025

Sig. (2-tailed) .001 .001 .001 .001

N 120 120 120 120

EF Pearson

Correlation.058 1 .066 .337*

Sig. (2-tailed) .001 .001 .001 .001

N 120 120 120 120

PRF Pearson

Correlation.002 .066 1 .146

Sig. (2-tailed) .001 .001 .001 .001

N 120 120 120 120

AF Pearson

Correlation.025 .337* .146 1

Sig. (2-tailed) .001 .001 .001

N 120 120 120 120

Table (4.3)

4.3. Analysis:

In the study “impact of pay and promotion on attitude of employees” basically I focused

on the pay and promotion and emotional labor tools to effect on employee’s attitude.

Result shows the reliability and relation between pay, promotion, emotional labor impact

on attitude of employees. The R value is .862a, which represents the simple correlation

And, therefore, indicates a high degree of correlation. The R2 value indicates how much

of the dependent variable Attitude of employees, can be explained by the independent

variable, pay, promotion and attitude. In this case, 56.6% can be explained, which is high.

39

Chapter5

Conclusion

The factors pay, promotion and emotional labor are tools to measure the attitude of

employees. In this study I observed how independent variables effect on dependent

variables. These are the main factors which have the impact on attitude towards

employees. The pay, promotion and emotional labor have the positive impact on attitude

of employees. When pay is more the employee’s attitude is positive toward their job and

when pay is less the employee’s attitude towards job is negative and this turnover is

increased. When promotion of employees is increased their attitude is positive towards

41

their job and when employee’s promotion is less their attitude toward job is negative and

turnover again increased.

Managerial Implication:

After conclusion and after a study I preferred for organization and mangers to focus on

the salary, monetary rewards and pay of employees to increase organization performance

and job commitment in Pakistani education sector and in employees. Pay is very basic

and effective tool to get positive attitude of employees and the other tool is promotion

means growth of employees is also necessary and organization will get change in the

output of employees and positive attitude in their behavior resultantly organization will

grow more and more.

These two independent variable pay and promotion is effective tool for measuring and

changing attitude of employees and bring organizational commitment in their employees.

In future this study can be used and these independent variable pay and promotion tools

will help full in the further research to measure attitude of employees in the education

sector in Pakistan. This research is only for Pakistani employees.

References:

Abdullah* and Muhammad Ismail Ramay Department of Management Sciences,

International Islamic University Islamabad, H-10, Islamabad, Pakistan(Received 15

August 2011; accepted 12 December 2011).

42

Ashforth, B. E., & Humphrey, R. H. (1993). Emotional labor in service roles: the

influence of identity. Academy of Management Review, 18(1), 88–115.

Ashforth, B. E., & Humphrey, R. H. (1993). Emotional labor in service roles: the

influence of identity. Academy of Management Review, 18(1), 88–115.

Beebe, R. (2007). Predicting burnout, conflict management style and turnover among

clergy. Journal of Career Assessment, 15, 257–275.

Costa, P. T., & McCrae, R. R. (1980). Influence of extraversion and neuroticism on

subjective well-being: happy and unhappy people. Journal of Personality & Social

Psychology, 38, 668–78.

Chatman, J.A. (1989), “Improving international organisational research: a model of

person-organisation fit”, Academy of Management Review, Vol. 14, pp. 333-49.

David Morris, Arzmi Yaacob, Geoff Wood, (2004),"Attitudes towards pay and promotion

in the Malaysian higher educational sector", Employee Relations, Vol. 26 Iss: 2 pp. 137 –

150.

David A. Foote, Scott J. Seipel, Nancy B. Johnson, Michelle K. Duffy, (2005),"Employee

commitment and organizational policies", Management Decision, Vol. 43 Iss: 2 pp. 203 –

219.

Julie Drake, Joanne Blake, Wayne Swallow, (2009),"Employer engagement: the critical

role of employee commitment", Education + Training, Vol. 51 Iss: 1 pp. 23 – 42.

Karin Falkenburg, Birgit Schyns, (2007),"Work satisfaction, organizational commitment

and withdrawal behaviours", Management Research News, Vol. 30 Iss: 10 pp. 708 – 723.

Karen Pugliesi (1999), The Consequences of Emotional Labor: Effects on Work Stress,

Job Satisfaction, and Weil-Being. Motivation and Emotions, Vol 23, No. 2, 1999, P.125

154.

43

Maartje Maarleveld, Leentje Volker, Theo J.M. van der Voordt, (2009),"Measuring

employee satisfaction in new offices - the WODI toolkit", Journal of Facilities

Management, Vol. 7 Iss: 3 pp. 181 – 197.

Motshegwa Baakile (Corresponding Author) University of Botswana Department of

Political and Administrative Studies Private Bag UB00705, Gaborone, Botswana ISSN

1941-899X 2011, Vol. 3, No. 1: E5.

Naimatullah Shah, (2011),"Investigating employee career commitment factors in a public

sector organization of a developing country", Journal of Enterprise Information


Orly Michael, Deborah Court, Pnina Petal, (2009),"Job stress and organizational

commitment among mentoring coordinators", International Journal of Educational


Paul R. Jackson, (2004),"Employee commitment to quality: Its conceptualisation and

measurement",International Journal of Quality & Reliability Management, Vol. 21 Iss: 7

pp. 714 – 730.

Sut I Wong Humborstad, Chad Perry, (2011),"Employee empowerment, job satisfaction

and organizational commitment: An in-depth empirical investigation", Chinese

Management Studies, Vol. 5 Iss: 3 pp. 325 – 344.

Shun-Hsing Chen, Ching-Chow Yang, Jiun-Yan Shiau, Hui-Hua Wang, (2006),"The

development of an employee satisfaction model for higher education", The TQM

Magazine, Vol. 18 Iss: 5 pp. 484 – 500.

Tui McKeown, (2003),"Commitment from a contractor workforce?", International

Journal of Manpower, Vol. 24 Iss: 2 pp. 169 – 186.

Appendix:

Dear Sir/Madam/BBA:

44

My name is Muhammad Arsalan Mujtaba a student of HITEC University Taxila Cantt. As

a part of the course requirement BBA (Honrs.) Program, I am conducting a study to

investigate Impact of pay and promotion on attitude of employees in education

sector. The objective of this research is to measure the impact of pay and promotion on

factors of emotional labor, job stress, employee satisfaction and well-being with the

attitude of employees. All responses to this survey are anonymous; there is no way for

your responses to be linked to you. Responses on individual surveys are confidential.

I know that your time is valuable and hope that you will take the time (an estimated 15-

20 minutes) to complete the survey. Please note completion of the survey implies consent

to participate. Thank you very much for your time and assistance.

Please provide your email address if you would like to receive the results and findings of

the research study.

Regards

Muhammad Arsalan Mujtaba

HITEC University Taxila Cantt

Questionnaire:

Part A

1. Years of service in the organization:

A. 1–3B. 3–5C. 5–10D. 10–20E. More than 20

45

2. Current position: ………………………………..

3. Sex:

A. FemaleB. Male

4. Age:

A. 30 years or youngerB. 31–35 yearsC. 36–40 yearsD. 41–45 yearsE. 46–50 yearsF. 51–55 years

G. 56 years or older

5. Education Level:

A. Below Matriculation

B. MatriculationC. Intermediate or equivalent D. Undergraduate or Bachelors degreeE. Postgraduate or Masters DegreeF. Above Masters Degree

6. Household income:

A. Less than PKR 15,000B. PKR15,000 to PKR 20,000C. PKR 20,000 to PKR 30,000D. PKR 30,000 to PKR40,000

46

E. PKR 40,000 to PKR50,000F. PKR 50,000 to PKR 60,000G. Above PKR 60,000

7. Number of subordinates reporting directly to you:

A. 0 E. 10-12B. 1–3 F. 13-15C. 4–6 G. 16-18D. 7–9 H. More then 19

Part B

Highly disagree (1) Disagree (2) Neutral (3) Agree (4) Highly Agree (5)

1. My pay is as according to my Qualifications .

2. I am satisfied with my salary as according to my tenure of job.

3. My pay is according to amount of work which I produce.

4. I am satisfied with my pay in comparison with those in

Different professions but with similar qualifications and years

of service.

5. I am happy with my overall pay.

6. In Addition to my pay, I am satisfied with the fringe benefit

Package offered by the organization.

47

1 2 3 4 5

Part C

Strongly Agree (5) Agree (4) Neutral (3) Disagree (2) Strongly Disagree (1)

1. There is a lot of variety in the kinds of things I do.

2. I keep learning new things in my position.

3. My position requires a high level of skill.

4. I am able to complete the work that I start. (Coding reversed)

5. My position involves too much work to do everything well.

6. I make decisions about how to do my work.

7. My supervisor asks for my opinion on matters of concern to me.

8. I am unable to express my true feelings to coworkers.

9. I am required to be "artificially friendly" to clients or students.

10. I have to be nice to people no matter how they treat me.

48

1 2 3 4 5

11. I cover or manage my own feelings so as to appear pleasant

at work.

12. Help coworkers feel better about them.

13. Help coworkers deal with stresses and difficulties at work.

14. Attempt to "keep the peace" by calming clashes between

co workers.

Part D

Highly disagree (1) Disagree (2) Neutral (3) Agree (4) Highly Agree (5)

1. Are any chances comes in your organization intended for

a better job.?

2. Are your current promotion chances endless?

3. The particular promotion coverage can be linked with power.

4. The particular promotion coverage can be unfounded.

5. Is Promotion work out can be kept regularly?

6. The particular marketing coverage is related to the coverage

involving other companies.

7. I proud to discuss my organization with people outside

8. I really feel that the problem of organization is mine

9. I proud am to like part of the family at my organization.

10. I am offered supportive suggestions on the work perform I do.

49

1 2 3 4 5

11. This particular organization features quite a lot

of particular which means personally?

12. I've got to do the job really intensively.

(Source: Yazici, H. J. (2009). The Role of Project Management Maturity and

Organizational Culture in Percieved Performance. Project Management Journal , P.27-33)

(Source: Karen Pugliesi (1999), The Consequences of Emotional Labor: Effects

on Work Stress, Job Satisfaction, and Weil-Being. Motivation and Emotions, Vol 23, No.

2, 1999, P. 125-154)

50

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