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Emotional Labor and the Design of Work
2016Jamie Callahan and Eric McCollum pay heed to the call of this proverb in the first contribution to this section. They begin by pointing out the confusion that exists in our use of the terms emotion management, emotion labor; and emotion work. Taking us back to Hochschild’s (1983) intention, they argue that the distinction between emotion work and ...
Zerbe, Wilfred +2 more
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Emotional Labor: Regulating Emotions for a Wage
Current Directions in Psychological Science, 2019Many employees perform emotional labor, regulating their emotions to meet organizationally mandated display rules (e.g., “service with a smile”), which has both professional and personal implications. Emotion regulation in a work context is important to enhance customers’ mood and service satisfaction, but putting on that smile to perform one’s work ...
Grandey, Alicia, Sayre, Gordon
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Management Communication Quarterly, 2000
Although both scholars and practitioners continue to privilege the “rational” aspects of organization, this article demonstrates the centrality of emotion in the organizing process. The case study method combines observation at a 911 center, interviews with dispatchers, and analysis of selected calls.
Sherianne Shuler +1 more
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Although both scholars and practitioners continue to privilege the “rational” aspects of organization, this article demonstrates the centrality of emotion in the organizing process. The case study method combines observation at a 911 center, interviews with dispatchers, and analysis of selected calls.
Sherianne Shuler +1 more
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Characteristics and Effects of Emotional Labor in Emotional Labor Society
南山経営研究, 2023KUMURA, Keiko +2 more
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Managing Emotions: Emotional Labor or Emotional Enrichment [PDF]
, 2015 Concept of ‘emotional labor’ has undergone many transformations since Hochschild (1983) described it. Researchers have broadened its scope by including emotion management by professionals in different roles, exploring its positive or beneficial aspects, and studying the contingency factors influencing the process of emotion management. In this paper we
Chandwani, Rajesh, Sharma, Dheeraj
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Emotional Labor, Emotional Exhaustion, and Burnout
2017This chapter explicitly articulates and explores the chain reaction that occurs starting with emotional labor through emotional exhaustion and into burnout. It examines the interrelationships of these concepts with the end view of burnout firmly in mind.
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Intersectionality and Emotional Labor: Differences in Expectations for Emotional Labor
Academy of Management ProceedingsNicolina Leeann Taylor +3 more
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