Niamh Lafferty – PhD Researcher, University of Limerick

    • Niamh Lafferty – PhD Researcher, University of Limerick's presentations

    Niamh Lafferty, is a PhD student conducting research in the Personnel and Employment Relations Department of the Kemmy Business School, University of Limerick. She has a BSc in Psychology and Sociology from the University of Limerick, and a MSc in Work and Organisational Psychology from Maastricht University, Holland.



    Title: Are You Being Served? The Role of Gender in Emotional Labour

    Synopsis: During customer interactions, employees are often expected to portray particular emotions whilst concealing others. As one can imagine, the emotions an employee is expected to portray may not always match those which they feel.

    Due to this, in certain circumstances employees may need to perform some emotion management i.e. emotional labour, to fulfil their work duties.

    This type of labour, often goes unrecognised and has been linked to a number of negative outcomes not only for the employee but also for the employer. Due to this, it is important to understand the factors that may play a role in the emotional labour process. One influencing factor that has emerged in research is the role of gender. In this talk, I will discuss the importance of understanding the role gender plays in the emotional labour process.