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: The authors revisited this relationship as well as investigated the relationship and found that emotional labor requirements on burnout was associated with burnout in a large group of workers, while other studies remain inconclusive regarding the adverse impact of emotional labour requirements.
Abstract: Current literature remains inconclusive regarding the adverse impact of emotional labor requirements on burnout. To address the discrepancy, this study revisited this relationship as well as invest...
70 citations
TL;DR: The effect of care on clinicians, particularly care of dying people, not only affects the wellbeing of clinicians themselves, but also the quality of care that patients receive.
Abstract: Purpose – This paper aims to understand the impact of emotional labour in specific health care settings and its potential effect on patient care. Design/methodology/approach – Multi-method qualitative ethnographic study undertaken in a large ICU in Sydney, Australia using observations from patient case studies, ward rounds and family conferences, open ended interviews with medical and nursing clinicians and managers and focus groups with nurses. Findings – Clinician attitudes to death and dying and clinicians’ capacity to engage with the human needs of patients influenced how emotional labour was experienced. Negative effects were not formally acknowledged in clinical workplaces and institutional mechanisms to support clinicians did not exist. Research limitations/implications – The potential effects of clinician attitudes on performance are hypothesised from clinician-reported data; no evaluation was undertaken of patient care. Practical implications – Health service providers must openly acknowledge the effect of emotional labour on the care of dying people. By sharing their experiences, multidisciplinary clinicians become aware of the personal, professional and organisational impact of emotional labour as a core element of health care so as to explicitly and practically respond to it. Originality/value – The effect of care on clinicians, particularly care of dying people, not only affects the wellbeing of clinicians themselves, but also the quality of care that patients receive. The affective aspect of clinical work must be factored in as an essential element of quality and quality
69 citations
TL;DR: How qualified nurses working with in, in-patient surgical areas cope with the daily experiences they are exposed to is explored, with three key themes emerged from analysis; relationships with patients, being a person and the effect of experience.
69 citations
TL;DR: The authors explored the ways in which employees struggle with the emotional component of their work and the implications of these emotions on their health and well-being in a professional social movement organization, and found that a diminished quality of working life may result from the need for employees to modify, suppress or emphasize emotions.
Abstract: The emotions involved in social activism are central factors in the recruitment to, motivation for, and sustainability of social movements. But this perspective on the role of emotions within social movements contrasts with studies of emotions within mainstream organizations where employees are called on to manage their own emotions and those of others. Thus, while much social movement research focuses on how activists actively cultivate emotional expression, these ideas rarely intersect with the organizational research that examines how a diminished quality of working life may result from the need for employees to modify, suppress or emphasize emotions. Using in-depth interviews with activists at Amnesty International, this article bridges this theoretical divide by examining emotional labour and emotional regulation among paid activists in a professional social movement organization. I explore the ways in which employees struggle with the emotional component of their work and the implications of these e...
69 citations
TL;DR: The authors discusses whether the service employee is being exploited in this three-way relationship, and how surplus value accrues and its benefit distributed, in particular where poor recruitment, training and support recovery accompany the expectations of the emotional labourer.
Abstract: Service organizations are encouraged by the literature [Gronroos, 1996, 1997; 2000; Zeithaml and Bitner, 2000] to consider the manner in which employees perform at the customer/front-line employee interface, as a means to gain competitive advantage. The employee's behaviour requires ‘emotional labour’ [Hochschild, 1983] where the front-line employee has to either conceal or manage actual feelings for the benefit of a successful service delivery. The implication is not necessarily of equality or mutual benefit but of satisfaction for the customer and profit for the management. The article discusses whether the service employee is being exploited in this three-way relationship, and how surplus value accrues and its benefit distributed. Expecting emotional labour from employees can be exploitative, thus increasing the risk of potential deceit, in particular where poor recruitment, training and support recovery accompany the expectations of the emotional labourer. To illustrate this argument, data gathered fr...
69 citations