Emotional labour and regulation in service work
Exploring the influence of emotional labour, emotional intelligence, emotional regulation, and emotional valence on employee job satisfaction and burnout
... dictated emotional expression as negative ...on emotional labour and surface acting as the results show a strong indicator that hedonistic personalities types and regulation of positive ...
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EMOTIONAL LABOUR IN SERVICE INDUSTRY – SOME REFLECTIONS
... simultaneously regulation of inner feelings by invoking memories and thoughts that induce desired ...authentic emotional display that is in accordance to organization ...sincere service, therefore ...
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Emotional Intelligence, Emotional Labour and Organisational Citizenship Behaviour in service environments
... the work of Mayer and Salovey ...to emotional constructs (Petrides et ...recent work, Cherniss (2010) and Jordan et ...specific work-based measures of EI are important for making the link ...
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Conceptualizing emotional labour, interaction quality and service continuity connections
... longer service duration could demand heavier emotion regulation, than a shorter one, as postulated by Grandey ...a service provider and their customer could actually enable them to map each other’s ...
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Aesthetic labour, emotional labour and masculinity
... interactive service work is seen through the lenses of emotional labour, but note that this approach elides two key aspects; employee corporeality and the sexualization of employees, despite ...
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Invisible Hours: Social Service Work and Unpaid Labour
... This work is licensed under the Creative Commons Attribution International License (CC ...examining emotional stress in social service workers at the intersection of professional expectations and the ...
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Emotional Labour and its Consequences: The Moderating Effect of Emotional Intelligence
... includes items such as ‘‘By looking at their facial expression, I recognize the emotions people are experiencing’’ and ‘‘I easily recognize my emotions as I experience them.’’ Data were collected on a seven-point Likert ...
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The relationships between emotional labour, the HEXACO personality traits, work engagement and burnout in the hospitality industry
... 2011). Emotional regulation can be defined as the “process by which individuals influence which emotions they have, when they have them, and how they experience and express these emotions” (Groth et ...
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An Organisational Study on the Effects of Intrinsic Customer Service Demands: A Perspective from Emotional Labour Theory
... intrinsic labour demands as against its appropriate necessities within a call centre ...the emotional labour theory, enquires were made about general outcomes experienced from conforming to ...
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Emotional Labour in Mental Health Field Workers
... Emotional labour in mental health fieldworkers is therefore about prioritising client experiences and regulating negative emotions so that they are not displayed and cannot impact on clients or increase ...
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Does emotional regulation training work during angry service encounters?
... on emotional regulation is of key importance in establishing the effectiveness of training techniques for service providers who are required to deal with angry ...an emotional ...
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Does emotional regulation training work during angry service encounters?
... Services Marketing Electronic Marketing Marketing Education Corporate Responsibility, Ethics & Social Responsiblity. Sports, Arts, Heritage Marketing & Tourism Marketing[r] ...
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Does emotional regulation training work during angry service encounters?
... on emotional regulation is of key importance in establishing the effectiveness of training techniques for service providers who are required to deal with angry ...an emotional ...
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The effect of emotional labour on work satisfaction and emotional display behaviour
... However, there is an effect of emotional labour profile on job satisfaction (p < .05) within effect size of 11.2%. Post hoc test was done using the Duncan technique to find out which emotional ...
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Fun-at-work-emotional-labour (2).docx
... at work, including its precedents and ...at work, these studies should emphasize the respondents’ perspectives about factors affecting workplace fun and any challenge faced by ...
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Customer Expectations of Employee Emotional Labour in Service Relationships
... a service relationship would have been too large and too complex a problem to resolve, if all the aspects of EL were to be ...Positivist work allows for the flaws and gaps to be highlighted well, which can ...
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Making it work: the development and evolution of transnational labour regulation
... their work on transnational advocacy networks, NGOs in developed countries have been able to conduct successful campaigns against corporations based on research provided by NGOs in developing countries where ...
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Managing Emotional Labour in Service Encounters in Healthcare Occupation in Bangladesh
... undertaking emotional labour which helps us to understand and sa- tisfy the customer needs, alongside the use of aesthetic skills to look good and sound ...that emotional labour and aesthetic ...
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Stigma, stress and emotional labour: experiences of women with chronic illness at work
... ‘Oh, what have you done?’ ‘Have you hurt yourself, what’s wrong?’ Ironically, Rhonda would prefer to manage without her walking stick wherever possible, because she feels it‟s an acknowledgement of her reluctance to be ...
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Shift work, emotional labour and psychological well-being of nursing staff
... might work similar shifts, not all employees experience the negative ef- fect of shift work as severely as ...negative emotional effect of work schedule demands are less for nurses who ...
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