Topic
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.
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TL;DR: In this paper, the authors define the term emotional labour and consider the way staff handle their emotions and how feelings are taken into account in order to react to situations, and look at the types of role which involve emotional labor and the human cost which can be paid by the individual.
Abstract: Defines the term emotional labour and considers the way staff handle their emotions and how feelings are taken into account in order to react to situations. Looks at the types of role which involve emotional labour and the human cost which can be paid by the individual. Considers the way companies sell such aspects of their service and the difficulties faced by employees who are asked to carry out such roles.
132 citations
TL;DR: The authors examined how firefighters are socialized to manage feelings and emotional displays and concluded that firefighters recognized a need to manage their own emotions and those of their clients in order to deliver adequate service.
Abstract: In a variety of fields, particularly human service occupations, the management of emotion is a precondition of employee and client well being Based on qualitative data from participant observation and interviews, this study examines how firefighters are socialized to manage feelings and emotional displays It concludes that firefighters recognized a need to manage their own emotions and those of their clients in order to deliver adequate service Veteran firefighters facilitated the use of emotion labor techniques among newcomers by considering the emotion management knowledge and capabilities of job candidates during employee selection processes, providing habituated emotional events, and reinforcing customer service expectations Newcomers actively participated in their own socialization to local emotion expectations through observational information seeking, retrospective surveillance, and performance of a normative newcomer role demeanor The article concludes by offering practical and theoretical im
132 citations
TL;DR: This paper reviewed the international evidence about emotional aspects related to educational leaders and identified three central themes: factors influencing the leaders' emotions, leaders' behaviors and their effects on followers' emotions and leaders' emotional abilities.
Abstract: The aim of the present article is to review the international evidence about emotional aspects related to educational leaders. The review focuses on empirical studies published in peer-refereed educational journals between 1992 and 2012. First, we address the importance of researching emotions for understanding educational leaders. Next, we present the method used in the production of this narrative review. The bulk of the article presents empirical evidence from 49 studies organized along themes. Three central themes have emerged in the review: (a) the factors influencing the leaders’ emotions, (b) leaders’ behaviors and their effects on followers’ emotions, and (c) leaders’ emotional abilities. Within each theme, we present subthemes that include summaries of the relevant key findings. The article concludes with several methodological recommendations and an outline of possible directions for future research.
132 citations
TL;DR: In this paper, the authors examine teamworking in a call centre and how this is shaped for the employees by an increase in technical control, the dynamics of emotional labour and gender politics.
Abstract: This article examines teamworking in a call centre and how this is shaped for the employees by an increase in technical control, the dynamics of emotional labour and gender politics. The research is based on a case study of call centre work organisation in different sectors, and this paper draws specifically on ethnographic research on two teams and their managers in broadcasting. Drawing on theoretical insights, it suggests that teamworking results in a fundamental contradiction involving a “soft” discourse versus a regime of increasing managerial control. Participation is measured against Thompson and Wallace’s three‐dimensional notion of participation, showing that employees have little discretion over the way work is organised. The normative aspect of team organisation accommodates managerial coping strategies in conditions of staff shortage via numerical flexibility. However, management’s efforts to disguise control are resisted by employees who transform workplace discourses into an oppositional politics, shattering the illusion of unity promoted by the pundits of team organisation.
131 citations
TL;DR: In this article, the authors examined the impacts of emotional intelligence on the relationships among emotional labor acting strategies, emotional exhaustion (EE), and service recovery performance (SRP) in the hotel industry.
Abstract: Purpose – The study aimed to test the antecedents and consequences of emotional labor (EL) acting strategies in the hotel industry. More specifically, the purpose of this study was to examine the impacts of emotional intelligence (EI) on the relationships among EL acting strategies, emotional exhaustion (EE) and service recovery performance (SRP).Design/methodology/approach – The survey was administered in five‐star hotels in Korea. Frontline employees of the hotels participated in the survey and a total of 353 returned questionnaires were used for data analysis.Findings – The research confirmed the importance of EI in the context of EL. The paper provided empirical evidence that EI affected the EL acting strategies and their consequential behavioral outcomes.Practical implications – The study suggests that hospitality managers must find ways to elevate employees' EI level. Performance management processes should incorporate identification and positive reinforcement of EL acting strategies that enhance SR...
131 citations