Emotional labor

About: Emotional labor is a research topic. Over the lifetime, 3948 publications have been published within this topic receiving 112110 citations. The topic is also known as: emotional labour.

The Value of a Smile: Does Emotional Performance Matter More in Familiar or Unfamiliar Exchanges?

Abstract: Purpose The purpose was to understand how service familiarity (i.e., the familiarity of the customer with the employee and service provided) operates as a boundary condition for the impact of employee positive emotional displays on service performance.

Winning hearts and minds? - Emotional labour and learning for care management work

Abstract: This paper is based on empirical research into the skill needs of care managers and examines the legacy of care management and the effect that 'new managerialist' approaches have had on care management work. The concept of emotional labour is used in context and applied to the work of care managers where the ultimate aim is quality outcomes for users of services. The paper argues that recognising the validity of the concept of emotional labour in context relates to the need for a greater acknowledgement of the skills required by care managers. 'Soft skills' that involve improving own learning and performance through reflection, problem solving and working with others are the key skills required for complex care management work. A rationale is made for reconsidering competency approaches to training in favour of continuing professional development. A preferred approach is one that emphasises both the personal and professional aspects of learning and the social world of the learner.

Worker centers: defending labor standards for migrant workers in the informal economy

Abstract: Purpose – The purpose of this paper is to examine the role of day labor worker centers in improving wages and working conditions of migrant casual workers in the USA.Design/methodology/approach – The paper reports the results of a survey of worker center executive directors and senior staff, with particular attention to the ways in which centers maintain wage rates, allocate jobs, and redress grievances.Findings – Day labor worker centers are now an important presence in construction industry casual labor markets, performing HRM functions that benefit employers and workers.Research limitations/implications – The research was undertaken during a time when the US construction industry was enjoying an expansion. It is unclear what a macroeconomic downturn might mean for the effectiveness of worker centers to maintain labor standards.Practical implications – Conditions of instability and the violation of basic labor standards that occur in casual labor markets in the USA exist in other countries as well. Day ...

Teachers' Emotional Labour, Discrete Emotions, and Classroom Management Self-Efficacy.

Abstract: Extending research on teachers’ emotions beyond general educational contexts and Western samples, we examined how teachers’ emotions correlated with their emotional labour strategies and classroom management self-efficacy with an East-Asian sample in an English teaching context (127 Korean English teachers). Surface acting (emotional expressions modification) correlated positively with anxiety and frustration, whereas deep acting (internal feelings modification) correlated positively with enjoyment and pride and negatively with anxiety. Enjoyment and anger correlated positively and frustration negatively with classroom management self-efficacy. Enjoyment and frustration were documented as mediators in the relationship between emotional labour strategies and classroom management self-efficacy. The results suggest that deep acting is linked to experiencing positive emotions, which in turn is positively related to classroom management self-efficacy, whereas surface acting is linked to experiencing ne...