ZAPF, Dieter
Emotion work and psychological well-being a review of the literature and some conceptual considerations - 2002
In this article, the state of the art of research on emotion work (emotional labor) is summarized with an emphasis on its effects on well-being. It starts with a definition of what emotional labor or emotion work is. Aspects of emotion work, such as automatic emotion regulation, surface acting, and deep acting, are discussed from an action theory point of view. Empirical studies so far show that emotion work has both positive and negative effects on health. Negative effects were found for emotional dissonance. Concepts related to the frequency of others had both positive and negative effects. Control and social suppport moderate relations between emotion work variables and burnout and job satisfaction. Moreover, there is empirical evidence that the cooccurrence of emotion work variables and burnout and job satisfaction. Moreover, there is empirical evidence that the cooccurrence of emotion work and organizational problems leads to high levels of burnout
Emotional Labour
Burnout
Service Interaction
Teoria
Emotion work and psychological well-being a review of the literature and some conceptual considerations - 2002
In this article, the state of the art of research on emotion work (emotional labor) is summarized with an emphasis on its effects on well-being. It starts with a definition of what emotional labor or emotion work is. Aspects of emotion work, such as automatic emotion regulation, surface acting, and deep acting, are discussed from an action theory point of view. Empirical studies so far show that emotion work has both positive and negative effects on health. Negative effects were found for emotional dissonance. Concepts related to the frequency of others had both positive and negative effects. Control and social suppport moderate relations between emotion work variables and burnout and job satisfaction. Moreover, there is empirical evidence that the cooccurrence of emotion work variables and burnout and job satisfaction. Moreover, there is empirical evidence that the cooccurrence of emotion work and organizational problems leads to high levels of burnout
Emotional Labour
Burnout
Service Interaction
Teoria
