Journal ArticleDOI
Managing emotional labor for service employees: an HRM-based approach
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TLDR
In this article, the authors describe strategies for human resource managers in dealing with job roles that involve use of emotional labor as part of service delivery, and suggest improvements in the four processes of recruitment and selection, compensation management, training and development, and performance management to adapt to the needs of employees who perform emotional labor in their job roles.Abstract:
This paper aims to describe strategies for human resource managers in dealing with job roles that involve use of emotional labor as part of service delivery.,The paper suggests improvements in the four processes of recruitment and selection, compensation management, training and development, and performance management to adapt to the needs of employees who perform emotional labor in their job roles.,The findings show that many interventions can be designed to help these workers; one of the key to these interventions is the recognition of emotional labor as being “affective job demand.” Selecting, rewarding, developing, and evaluating individuals with competencies requires to perform emotional labor can aid service organizations in enhancing their human capital for the long run.,The paper brings forth the importance of emotional labor in organizations and how it can be effectively managed.read more
Citations
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The Role of Job Demands–Resources (JDR) between Service Workers’ Emotional Labor and Burnout: New Directions for Labor Policy at Local Government
Sunhee Kim,Jaesun Wang +1 more
TL;DR: Examination of the influence of emotional labor and job demands–resources (JD–R) on service workers’ burnout revealed that three dimensions—emotional labor, intensity/variety, and surface acting—increase burnout, whereas deep acting decreases it.
Journal ArticleDOI
Employee Motivation as a Tool to Achieve Sustainability of Business Processes
TL;DR: In this article, the authors analyzed and defined differences in the perception of the preferred level of motivation in terms of gender and job category, and proved the significant differences between genders in the job category of blue-collar workers.
Journal ArticleDOI
Factors affecting job performance: an integrative review of literature
TL;DR: In this paper, the authors identify, analyse and synthesise factors that affect job performance through an extensive integrative review of literature, and a synthesised model based on the schema of demands, resources and stressors is also developed.
Journal ArticleDOI
Examining the role of perceived investment in employees’ development on work-engagement of liquid knowledge workers: Moderating effects of psychological contract
TL;DR: In this article, the authors examined the relationship between perceived investments in employees' development (PIED) on work engagement and the moderating effects of psychological capital on this relationship for liquid knowledge workers, employed in the Indian cutting and polishing of diamond industry.
Journal ArticleDOI
A deep acting perspective generation Y hotel employees' workplace deviance.
Yanping Yu,Haemi Kim,Hailin Qu +2 more
TL;DR: In this article, the authors developed a measurement scale to assess generation Y China hotel employees' workplace deviance and then investigated the effect of generation Y employees' deep acting on workplace deviances by focusing on the mediating effect of emotional exhaustion and the moderation effect of organizational identification.
References
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The Managed Heart: Commercialization of Human Feeling
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Emotion regulation in the workplace: a new way to conceptualize emotional labor.
TL;DR: The purposes of this article are to provide a definition of emotional labor that integrates these perspectives, to discuss emotion regulation as a guiding theory for understanding the mechanisms ofotional labor, and to present a model of emotional Labor that includes individual differences and organizational factors.
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Emotional labor and burnout: Comparing two perspectives of "people work"
TL;DR: In this article, the authors compared two perspectives of emotional labor as predictors of burnout beyond the effects of negative affectivity: job-focused emotional labor (work demands regarding emotion expression) and employee focused emotional labour (regulation of feelings and emotional expression).
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Are All Smiles Created Equal? How Emotional Contagion and Emotional Labor Affect Service Relationships:
TL;DR: In this paper, the authors investigate the influence of the extent of service employees' display of positive emotions and the authenticity of their emotional labor display on customers' emotional states and subsequently, customers' assessments of the service interaction and their relationship with the service provider.
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We recruit attitude : the selection and shaping of call centre labour
TL;DR: In this article, the role of recruitment, selection and training in shaping call centre labour is explored and the contested and contradictory tendencies associated with how a particular company identifies and then uses social competencies.