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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.


Papers
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Journal ArticleDOI
TL;DR: In this paper, the authors examined how and why emotion regulation is carried out by nurses, focusing on the in situ experiences of nurses and found that the manipulation of emotional boundaries, to create an emotional distance or connection with patients and their families, emerged as a nascent strategy to manage anticipated, evolving, and felt emotions.
Abstract: The management of emotions at work has been conceptualized in terms of its association with emotional inauthenticity and dissonance. In contrast, we integrate the idea of emotion regulation at work with basic strategic and adaptive functions of emotion, offering a new way of understanding how emotions can be harnessed for task achievement and personal development. Through a content analysis of interview data we examined how and why emotion regulation is carried out by employees, focusing on the in situ experiences of nurses. The manipulation of emotional boundaries, to create an emotional distance or connection with patients and their families, emerged as a nascent strategy to manage anticipated, evolving, and felt emotions. The emotional boundary perspective offers possibilities for knowledge development that are not rooted in assumptions about the authenticity of emotion or the professional self but that instead account for the dynamic, complex, multi-layered, and adaptive characteristics of emotion man...

111 citations

Journal ArticleDOI
TL;DR: In this article, the authors investigate and compare the emotional labour involved in traditional service work and fast food service work, and examine whether there are significant differences in the kind or degree of emotional labour demanded in the more personalised service of traditional restaurant outlets from that required in the standardised service provided in fast food restaurants.

111 citations

Journal ArticleDOI
TL;DR: The authors used hierarchical regression analysis to examine teachers' perceptions of the relationships among the emotional job demands, emotional intelligence, emotional labour strategies and teaching satisfaction, with a particular focus on the moderating role of emotional intelligence.
Abstract: Teachers can be seen as emotional workers often needing to be sensitive to the demands that their work makes on their emotions, and skilful in regulating their feelings, but few quantitative studies have examined this issue systematically. Using hierarchical regression analysis to examine this issue, this study investigates teachers’ perceptions of the relationships among the emotional job demands, emotional intelligence, emotional labour strategies and teaching satisfaction, with a particular focus on the moderating role of emotional intelligence. The results of a survey of 1281 Chinese teachers reveal that teachers’ perceptions of emotional job demands and emotional intelligence significantly predict the three emotional labour strategies. Emotional intelligence significantly moderates the impact of emotional job demands on surface acting and expression of naturally felt emotion but not deep acting. Even after controlling for emotional job demands and emotional intelligence, deep acting and expression of...

110 citations

Book
07 Jul 2011
TL;DR: In this article, the authors discuss the physical and emotional labor of home care and the rewards of care in terms of the costs of caring and doing the dirty work of caregiving, and propose a framework to improve the conditions of paid caregiving.
Abstract: Acknowledgments Introduction: On the Front Lines of Care 1. The Costs of Caring 2. Doing the Dirty Work: The Physical and Emotional Labor of Home Care 3. The Rewards of Caring 4. Organizing Home Care Conclusion: Improving the Conditions of Paid Caregiving Appendix: Methods Notes References Index

110 citations

Journal ArticleDOI
TL;DR: Italian workers performing service jobs in different sectors confirmed the hypothesis that in service job-roles emotional labour is a component whose negative and positive implications for employees’ well-being need to be considered, and surface acting regulation was found to have a personal cost.
Abstract: Emotion regulation processes are a crucial aspect of the working role in jobs which require employee-customer interactions: What kinds of regulation processes are activated, with what frequency, and what are their correlates and consequences are important aspects to consider because of their potential implications for the well-being of individuals. To investigate these issues, a set of studies was carried out with Italian workers (N=769) performing service jobs in different sectors. Job-related, socio-demographic, and individual psychological variables were taken into account. The results confirmed the hypothesis that in service job-roles emotional labour (EL) is a component whose negative and positive implications for employees' well-being need to be considered. Emotional labour, embedded in a net of relationships with such job variables as frequency and duration of client-interaction, can result in high psychological costs for service workers. In particular, surface acting regulation was found to have a personal cost, indexed by the burnout dimensions of emotional exhaustion and depersonalization.

109 citations


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Performance
Metrics
No. of papers in the topic in previous years
YearPapers
2023124
2022302
2021246
2020303
2019326
2018285