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Record Nr. |
UNINA9910810502503321 |
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Titolo |
Emotional labor in the 21st century : diverse perspectives on the psychology of emotion regulation at work / / edited by Alicia A. Grandey, James M. Diefendorff, Deborah E. Rupp |
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Pubbl/distr/stampa |
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New York : , : Routledge Academic, , 2013 |
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ISBN |
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1-136-23258-3 |
0-203-10085-9 |
1-136-23259-1 |
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Descrizione fisica |
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1 online resource (345 p.) |
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Collana |
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Organization and Management Series |
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Classificazione |
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Altri autori (Persone) |
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DiefendorffJames |
GrandeyAlicia |
RuppDeborah E. <1975-> |
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Disciplina |
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Soggetti |
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Nonverbal communication in the workplace |
Employees - Attitudes |
Customer relations |
Interpersonal relations |
Psychology, Industrial |
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Lingua di pubblicazione |
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Formato |
Materiale a stampa |
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Livello bibliografico |
Monografia |
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Note generali |
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Description based upon print version of record. |
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Nota di bibliografia |
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Includes bibliographical references and indexes. |
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Nota di contenuto |
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Cover; Title; Copyright; Contents; List of Illustrations; Series Foreword; Dedication; Foreword; About the Editors; Contributors; Acknowledgements; PART I Overview; 1 Bringing Emotional Labor into Focus: A Review and Integration of Three Research Lenses; PART II Person Perspectives:Within, Between, Dyadic and Group; 2 Episodic Intrapersonal Emotion Regulation: Or, Dealing with Life as it Happens; 3 Motivation, Fit, Confidence, and Skills: How Do Individual Differences Influence Emotional Labor?; 4 The Social Effects of Emotion Regulation in Organizations; 5 Emotional Labor at the Unit-level |
PART III Occupational Perspectives: Customer Service, Call Centers, Caring Professionals6 The Customer Experience of Emotional Labor; 7 Call Centers: Emotional Labor Over the Phone; 8 Attending to Mind and Body: Engaging the Complexity of Emotion Practice Among Caring Professionals; PART IV Contextual Perspectives: Organization, Gender, |
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Culture; 9 Emotional Labor: Organization-level Influences, Strategies, and Outcomes; 10 Social and Cultural Influencers: Gender Effects on Emotional Labor at Work and at Home; 11 A Cultural Perspective on Emotion Labor |
PART V Multi-Disciplinary Perspectives: Reflections and Projections12 Reflections and Projections from Pioneers in Emotions Research; Emotional Labor: Looking Back Nearly 20 Years; Emotional Labor Across Five Levels of Analysis: Past, Present, Future; Conceptualizing Emotional Labor: An Emotion Regulation Perspective; Reflecting on Emotional Labor as a Social Meme; Back to the Future; Author Index; Subject Index |
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Sommario/riassunto |
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"This book reviews, integrates, and synthesizes research on emotional labor and emotion regulation conducted over the past 30 years. The concept of emotional labor was first proposed by Dr. Arlie Russell Hochschild (1983), who defined it as "the management of feeling to create a publicly observable facial and bodily display" (p. 7) for a wage. A basic assumption of emotional labor theory is that many jobs (e.g., customer service, healthcare, team-based work, management) have interpersonal, and thus emotional, requirements and that well-being and effectiveness in these jobs is determined, in part, by a person's ability to meet these requirements"-- |
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