EXPRIMAREA ŞI GESTIONAREA EMOŢIILOR ÎN ORGANIZAŢII: ASPECTE TEORETICO-METODOLOGICE

Roxana Capotescu

Abstract


During the past decades, social and economical changes led to the reorganization of work activities and factors associated with occupational stress. This paper takes into consideration one of the consequences of activities developed in the field of service delivery, namely transforming emotions into an inherent part of work demands. The expression and regulation of desired emotions at organizational level are included in this category of work demands. The concept of emotional labour is discussed and relevant theoretical perspectives are reviewed. We also analyse the main assessment methods used in the field of emotional labour. Critical aspects that must be explored are correlated with suggestions concerning the role of emotional labour in organizational settings.

Keywords


emotional labour; work demands; emotion regulation; service delivery

References


Adelmann, P.K. (1995). Emotional Labor as a Potential Source of Job Stress. Sauter, S.L & Murphy, L.R. (Eds). Organizational Risk Factors for Job Stress. Washinghton DC: American Psychological Association;

Ashforth, B.E., Tomiuk, M.A. (2000). Emotional Labour and Autenticity. Emotion in Organizations. Fineman, S. (Ed.), London: Sage Publications;

Bakker, A.B., Demerouti, E., Euwema, M.C. (2005). Job Resources Buffer the Impact of Job Demands on Burnout. Journal of Occupational Health Psychology, 10, 2, 170-180;

Brotheridge, C.M., Lee, R.T. (2002). Testing a Conservation of Resources Model of Dynamics of Emotional Labor. Journal of Occupational Health Psychology, 7, 1, 57-67;

Butler, E.A., Egloff, B., Wilhelm, F.H., Smith, N.C., Erickson, E.A., Gross, J.J. (2003). The Social Consequences of Expressive Supression. Emotion, 3, 1, 48-67;

Demerouti, E., Bakker, A.B., Nachreiner, F., & Schaufeli, W.B. (2001). The Job Demands – Resources Model of Burnout. Journal of Applied Psychology, 86, 3, 499-512;

Diesendorff, J.M., Richard, E.M.(2003). Antecedents and Consequences of Emotional Display Rules Perceptions. Journal of Applied Psychology, 88, 2, 284-294;

Dormann, C., Zapf, D. (2004). Customer-Related Social Stressors and Burnout. Journal of Occupational Health Psychology, 9, 1, 61-82;

Duguind, F. (2002). Emotion Working Learning: Findings, Gaps and Suggestions. NALL Working Paper, 50;

Fineman, S. (2000). Emotional Arenas Revisited. Emotion in Organizations. Fineman, S. (Ed.), London: Sage Publications;

Fineman, S. (2005). Appreciating emotion at work: paradigm tensions. International Journal of Work Organisation and Emotion, 1, 1, 4-19;

Frost, P.J., Dutton, J.E., Worline, M.K. (2000). Narratives of Compassion in Organizations. Emotion in Organizations. Fineman, S. (Ed.), London: Sage Publications;

Giardini, A., Frese, M. (2006). Reducing the Negative Effects of Emotion Work in Service Occupations: Emotional Competence As a Psychological Resource. Journal of Occupational Health Psychology,11, 1, 63-75;

Gray, E.K., Watson, D. (2001). Emotion, mood and temperament: similarities, differences and a synthesis, Emotions at Work. Theory, Research and Applications for Management, Payne R. L.& Cooper C.l. (Eds.), West Sussex: John Wiley & Sons Ltd.;

Grandey, A. (2000). Emotion Regulation in the Workplace. A New Way to Conceptualize Emotional Labor. Journal of Occupational Health Psychology, 5, 1, 95-110;

Grandey, A., Dichter, D.N., Sin, H. (2004). The Customer is Not Always Right: Customer Agression and Emotion Regulation of Service Employees. Journal of Organizational Behavior, 25, 1-22;

Grandey, A., Fisk, G., Steiner, D. (2005). Must ’’Service With a Smile’’ Be Stressful? The Moderating Role of Personal Control for American and French Employees. Journal of Applied Psychology, 90, 5, 893-904;

Gross, J.J. (2000a). Antecedent- and Response-Focused Emotion Regulation: Divergent Consequences for Experience, Expression, and Physiology. Journal of Personality and Social Psychology, 74, 1, 224-237;

Gross, J.J. (2000b). The Emerging Field of Emotion Regulation: An Integrative Review. Review of General Psychology, 2, 3, 271-299;

Gross, J.J., Carstensen, L.L., Tsai, J., Skorpen, C.G., Hsu, A.Y. (1997). Emotion and Aging: Experience, Expression, and Control. Psychology and Aging, 12, 4, 590-599;

Gross, J.J., John, O.P. (1998). Mapping the Domain of Expressivity: Multimethod Evidence for a Hierarchical Model. Journal of Personality and Social Psychology,74, 1, 170-191;

Gross, J.J., John, O.P. (2003). Individual Differences in Two Emotion Regulation Processes: Implications for Affect, Relationships, and Well-Being. Journal of Personality and Social Psychology,85, 2, 348-362;

Harrison, A.T., Simpson, R., Kaler, P. (2005). Emotions in Organizations. The Psychological Contract of Hotel and Catering Workers. . International Journal of Work Organisation and Emotion, 1, 1, 87-102;

Hochschild, A.R. (2005). ‘’Rent a Mom and Others Services: Markets, Meanings and Emotions. International Journal of Work Organisation and Emotion, 1, 1, 74-86;

Krone, K.J., Morgan, J.M. (2000). Emotion Metaphors in Management: The Chinese Experience. Emotion in Organizations. Fineman, S. (Ed.), London: Sage Publications;

Lazarus, R., Cohen-Crash, Y. (2001). Discrete Emotions in Organizational Life, Emotions at Work. Theory, Research and Applications for Management, Payne R. L.& Cooper C.l. (Eds.), West Sussex: John Wiley & Sons Ltd;

Lewing, K.A., Dollard, M.F. (2003). Emotional Dissonance, Emotional Exhaustion and Job Satisfaction in Call Centre Workers. European Journal of Work and Organizational Psychology, 12, 4, 366-392;

Martin, J., Knopoff, K., Beckman, C. (2000). Bounded Emotionality at the Body Shop. Emotion in Organizations. Fineman, S. (Ed.), London: Sage Publications;

Meyerson, D.E. (2000). If Emotions Were Honoured: A Cultural Analysis. Emotion in Organizations. Fineman, S. (Ed.), London: Sage Publications;

Phelps, E. (2006). Emotion and Cognition: Insights from the Studies of the Human Amygdala. Annual Review of psychology, 57, 27-53;

Rafaeli, A. (1989). When Clerks Meet Customers: A Test of Variables Related to Emotional Expression on the Job. Journal of Applied Psychology, 74, 3, 385-393;

Richards, J.M., Gross, J.J. (2000). Emotion Regulation and Memory: The Cognitive Costs of Keeping One’s Cool. Journal of Personality and Social Psychology,79, 3, 410-424;

Ross-Smith, A., Chesterman, C., Peters, M. (2005). ‘’Watch Out, Here Comes Feeling!’’. Women Executives and Emotion Work. . International Journal of Work Organisation and Emotion, 1, 1, 48-66;

Siegrist, J. (1996). Adverse Health Effects of High-Effort/Low-Reward Conditions. Journal of Occupational Health Psychology, 1, 1, 27-41;

Simpson, P.A., Stroh, L.K. (2004). Gender Differences: Emotional Expression and Feelings of Personal Inauthenticity. Journal of Applied Psychology, 89, 4, 715-721;

Theorell, T., Karasek, R.A. (1996). Current Issues Relating to Psychosicial Job Strain and Cardiovascular Disease Research. Journal of Occupational Health Psychology,1, 1, 9-26;

Totterdell, P., Holman, D. (2003). Emotion Regulation in Customer Service Roles:Testing a Model of Emotional Labor. Journal of Occupational Health Psychology, 8, 1, 5573;

Tsai, W., Huang, Y. (2002). Mechanisms Linking Employee Affective Delivery and Customer Behavioral Intentions. Journal of Applied Psychology, 87, 5, 1001-1008;

Van Veldhoven, M., Taris, T.W., de Jonge, J., Broersen, S. (2005). The Relationship Between Work Characteristics and Employee Health and Well-Being: How Much Complexity Do We Really Need?. International Journal of Stress Management, 12, 1, 3-28;

Waddington, K. (2005). Behind Closed Doors – The Role of Gossip in the Emotional Labour of Nursing Work. . International Journal of Work Organisation and Emotion, 1, 1, 35-47;

Waldron, V.R. (2000). Relational Experiences and Emotion at Work. Emotion in Organizations. Fineman, S. (Ed.), London: Sage Publications;

Weiss, H.M., Brief, A.P. (2001). Affect at Work: a Historical Perspective, Emotions at Work. Theory, Research and Applications for Management, Payne R. L.& Cooper C.l. (Eds.), West Sussex : John Wiley & Sons Ltd.;

Wilk, S.L., Moynihan, L.M. (2005). Display Rule Regulators: The Relationship Between Supervisors and Worker Emotional Exhaustion. Journal of Applied Psychology, 90, 5, 917-927;

Zaborilă, C. (2005). Studiul emoţiilor în mediul organizaţional: caracteristici ale cadrului theoretic şi metodologic. Psihologia Resurselor Umane, 3, 2, 21-35;

Zapf, D. (2002). Emotion work and psychological well-being. A review of the literature and some conceptual considerations.Human Resource Management Review, 12, 237-268;

Zapf, Isic, Becholdt, Blau, (2003). What is Typical for Call Centre Jobs? Job Characteristics and Service Interactions in Different Call Centres. European Journal of Work and Organizational Psychology, 12, 4, 311-340;

Zapf, D., Seifert, C., Schmutte, B., Mertini, H., Holtz, M. (2001). Emotion Work and Job Stressors and Their Effects on Burnout. Psychology and Health, 16, 527-545;

Zapf, D., Vogt, C., Seifert, C., Mertini, H.,Isic, A. (1999). Emotion Work as a source of Stress: The Concept and Development of an Instrument. European Journal of Work and Organizational Psychology , 8 (3), 371-400.


Refbacks

  • There are currently no refbacks.




Copyright (c) 2015 Capotescu Roxana



Asociatia de Psihologie Industriala si Organizationala
Strada Grigore Moisil, nr. 42, sector 2, București, cod poștal 023796

Creative Commons License
This work by Psihologia Resurselor Umane is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.
Based on a work at pru.apio.ro.