000			01649naa a2200229uu 4500
001			8575
003			OSt
005			20190211154509.0
008			021122s2005 xx ||||gr |0|| 0 eng d
100	1		_aZAPF, Dieter _911579
245	1	0	_aEmotion work and psychological well-being a review of the literature and some conceptual considerations
260			_c2002
520	3		_aIn 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
650		4	_aEmotional Labour _917869
650		4	_aBurnout _917870
650		4	_aService Interaction _917871
650		4	_aTeoria _912098
773	0	8	_tHuman Resource Management Review _g12, 2, p. 237-268 _d, 2002 _w
942			_cS
998			_a20021122 _bLucima _cLucimara
998			_a20091214 _b1530^b _cDaiane
999			_aConvertido do Formato PHL _bPHL2MARC21 1.1 _c8720 _d8720
041			_aeng