Emotional labor in the 21st century
Subtitle: diverse perspectives on the psychology of emotion regulation at work
By: [edited by] Alicia Grandey, James Diefendorff, Deborah E. Rupp
Series: Organization and management -- 48
Publisher: Routledge Academic
Published: 2012
Place of publication: New York
Language: eng
Number of pages: 323
ISBN-13: 9781848729490
Subjects: Industrial Psychology; Nonverbal communication in the workplace; Employees; PSYCHOLOGY / Industrial & Organizational Psychology; Interpersonal relations; Attitudes; BUSINESS & ECONOMICS / Management; Customer relations
Description: "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"--
Notes: Includes bibliographical references and index.