There is much to be learned when it comes to international business. When conduc

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Dec 15, 2022


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There is much to be learned when it comes to international business. When conducting operations internationally, few things to consider would be culture, people, and government. However, one aspect that stands out in particular is that international work could be an emotional journey for those involved.
Work in general is certainly a very emotional experience; however, until recently, emotion was rather ignored as a source of organizational behavior as well as personnel motivation until merely a few years back (Pinder, 2008, p. 107). We’re all human beings; we do have feelings at work, and we also have feelings about our work. We feel joy towards success, and perhaps frustration towards failure.
Research has shown that emotional labor that require employees to suppress their true emotions and display fake emotions may have dis-favorable consequences for personnel (Sloan, 2014). These consequences could include psychological distress and lowered happiness on-the-job. More importantly, it could be harmful for workers as it raises feelings of self-estrangement.
Another important factor that contributes towards employee feelings and emotions in the workplace is incivility. Customer incivility toward employees is linked to employee incivility toward customers (van Jaarsveld et al., 2010). This is through job demands first and foremost, followed by emotional exhaustion. Emotional exhaustion could be considered a form of burnout, which is the outcome of prolonged exposure to interpersonal stressors in the workplace (Maslach & Leiter, 2016).
If I were advising a service oriented company, one recommendation I would offer is to focus on hospitality. The more hospitable workers are to their customers or guests, the more hospitable the customers may be to the personnel. This would help reducing in emotional exhaustion. One caution I would give is to perhaps not overwork employees, as, for some individuals, performing a service-orientated job could be mentally draining in and of itself. It would be vital to encourage employees to take some time off/leave days as often as possible to take care of their own selves.
Thank you for reading,
Maslach C., Leiter M. P. (2016). Understanding the burnout experience: recent research and its implications for psychiatry. World Psychiatry 15, 103–111. 10.1002/wps.20311
Pinder, C. C. (2008). Work motivation in organizational behavior (2nd ed.). New York, NY: Psychology Press.
Sloan, M. M. (2014). The consequences of emotional labor for public sector workers and the mitigating role of self-efficacy. American Review of Public Administration, 44(3), 274-290. doi: 10.1177/0275074012462864
van Jaarsveld, D. D., Walker, D. D., & Skarlicki, D. P. (2010). The role of job demands and emotional exhaustion in the relationship between customer and employee incivility. Journal of Management, 36(6), 1486-1504. doi: 10.1177/0149206310368998


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