A Study on Surface Acting and Its Impact on Employee Well-Being among BPO Employees in Chennai

Abstract: This study examines surface acting behaviour and its impact on employee well-being among BPO employees in Chennai. Surface acting, a key dimension of emotional labour, refers to the modification of outward emotional expressions without corresponding internal feelings. The study aims to assess the prevalence and intensity of surface acting, analyse the influence of organizational factors such as performance targets and shift schedules, and evaluate its psychological and organizational consequences. Primary data were collected from 150 respondents using a structured questionnaire. Statistical tools including descriptive analysis, Chi-square test, correlation, and regression were applied for data analysis. The findings indicate that surface acting is moderately prevalent among BPO employees and is significantly influenced by shift type and exposure to difficult customers. However, no significant association was found between job role and surface acting behaviour. The study further reveals that sustained surface acting leads to emotional dissonance, stress, and burnout, which negatively affect job satisfaction, organizational commitment, and employee retention. The findings emphasize the need for organizations to adopt supportive practices to reduce emotional strain and improve employee well-being.

Keywords: Surface Acting, Emotional Labour, Employee Well-being, Burnout, BPO Sector, Organizational Factors, Customer Interaction, Job Satisfaction, Organizational Commitment