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McMaster University
1.
Bresee, Anne-Marie.
Professorial Workloads and Emotional Labour.
Degree: MA, 2019, McMaster University
URL: http://hdl.handle.net/11375/25020 
► The neoliberal university has transformed professors into front-line workers and their students into consumers of higher learning. Research has shown there is a positive correlation…
(more)
▼ The neoliberal university has transformed professors into front-line workers and their students into consumers of higher learning. Research has shown there is a positive correlation between a student’s perception of supportive faculty and the completion of a degree. Professors are expected to support their students and to engage in emotional labour, labour that tends to be invisible and, thus, often unrewarded for faculty members. An online survey of professors - contract, tenure-track and tenure at three southwestern Ontario universities - indicates that many professors perform affective work as they mediate increasing institutional and student demands on their time and emotions. Data, from the survey and semi-structured interviews, highlights how emotional labour is not just about meeting student expectations, but also about dealing with job insecurity and institutional pressure to provide an educational product where the emphasis is on student satisfaction. The result is that many professors experience high levels of stress and burnout.
Thesis
Master of Arts (MA)
This study examines the workloads of professors at three Ontario universities. Through the use of an online survey and in-depth interviews, the working conditions of professors are revealed as well as the emotional labour professors perform in order to cope with the intensity of both institutional and student demands. It is hoped that these findings would be useful to faculty associations to better working conditions through contract negotiations and to increase public awareness of the changing and challenging environment of academia.
Advisors/Committee Members: Lewchuk, Wayne, Work and Society.
Subjects/Keywords: Precarity; Emotional Labour
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APA (6th Edition):
Bresee, A. (2019). Professorial Workloads and Emotional Labour. (Masters Thesis). McMaster University. Retrieved from http://hdl.handle.net/11375/25020
Chicago Manual of Style (16th Edition):
Bresee, Anne-Marie. “Professorial Workloads and Emotional Labour.” 2019. Masters Thesis, McMaster University. Accessed February 27, 2021.
http://hdl.handle.net/11375/25020.
MLA Handbook (7th Edition):
Bresee, Anne-Marie. “Professorial Workloads and Emotional Labour.” 2019. Web. 27 Feb 2021.
Vancouver:
Bresee A. Professorial Workloads and Emotional Labour. [Internet] [Masters thesis]. McMaster University; 2019. [cited 2021 Feb 27].
Available from: http://hdl.handle.net/11375/25020.
Council of Science Editors:
Bresee A. Professorial Workloads and Emotional Labour. [Masters Thesis]. McMaster University; 2019. Available from: http://hdl.handle.net/11375/25020
AUT University
2.
Bondarenko, Yulia.
Emotional labour in fieldworkers in a community mental health organisation: a thematic analysis
.
Degree: 2011, AUT University
URL: http://hdl.handle.net/10292/1228
► In this project emotional labour in fieldworkers at a community mental health organisation has been explored using thematic analysis. Six fieldworkers from the organisation participated…
(more)
▼ In this project
emotional labour in fieldworkers at a community mental health organisation has been explored using thematic analysis. Six fieldworkers from the organisation participated in one group and one face-to-face interview each. Exploration of fieldworkers’ narratives yielded five themes: (i) Work context and fieldworker role; (ii) Experience of face-to-face work that included two subthemes, (a) Emotions and their displays with clients and (b) Controlling emotions, managing with clients and setting boundaries; (iii) Experience of other aspects of work; (iv) Areas of impact on client work; (v) Impact of work on fieldworkers. When interacting with clients fieldworkers were found to regulate their emotions both in terms of experience and display. Emotions were regulated through deep acting to enhance the internal experience of empathy and other positive emotions and the control of negative emotions, the display of which was seen as detrimental for clients. Fieldworkers also regulated the intensity of genuinely occurring emotions that were present during most of their interactions with clients.
Emotional labour was viewed to be performed for the sake of clients. The impact of
emotional labour was found to result from the workload and the multiple aspects of fieldworkers’ role. Several factors were also found to impact on the
emotional labour itself. Limitations of the current study and implications for future research are discussed.
Advisors/Committee Members: du Preez, Elizabeth (advisor), Shepherd, Daniel (advisor).
Subjects/Keywords: Emotional labour;
Field workers
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APA (6th Edition):
Bondarenko, Y. (2011). Emotional labour in fieldworkers in a community mental health organisation: a thematic analysis
. (Thesis). AUT University. Retrieved from http://hdl.handle.net/10292/1228
Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation
Chicago Manual of Style (16th Edition):
Bondarenko, Yulia. “Emotional labour in fieldworkers in a community mental health organisation: a thematic analysis
.” 2011. Thesis, AUT University. Accessed February 27, 2021.
http://hdl.handle.net/10292/1228.
Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation
MLA Handbook (7th Edition):
Bondarenko, Yulia. “Emotional labour in fieldworkers in a community mental health organisation: a thematic analysis
.” 2011. Web. 27 Feb 2021.
Vancouver:
Bondarenko Y. Emotional labour in fieldworkers in a community mental health organisation: a thematic analysis
. [Internet] [Thesis]. AUT University; 2011. [cited 2021 Feb 27].
Available from: http://hdl.handle.net/10292/1228.
Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation
Council of Science Editors:
Bondarenko Y. Emotional labour in fieldworkers in a community mental health organisation: a thematic analysis
. [Thesis]. AUT University; 2011. Available from: http://hdl.handle.net/10292/1228
Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation
University of New South Wales
3.
Cheng, David.
Does being "mean at work" work? The role of emotional labour strategies in mediating the role between display rules and work outcomes.
Degree: Organisation & Management, 2011, University of New South Wales
URL: http://handle.unsw.edu.au/1959.4/51472
;
https://unsworks.unsw.edu.au/fapi/datastream/unsworks:10159/SOURCE02?view=true
► Emotional labour is the process of regulating both inward feelings and outward expressions for the purpose of achieving work goals (Grandey, 2000). Past research shows…
(more)
▼ Emotional labour is the process of regulating both inward feelings and outward expressions for the purpose of achieving work goals (Grandey, 2000). Past research shows that the performance of emotional labour to produce positive emotional displays is associated with both positive and negative outcomes for the organisation and the employees who produce the emotional display (Bono & Vey, 2005). However, some employees must engage in negative emotional labour which involves the regulation of feelings and expressions in order to display negative emotions for the purposes of carrying out work duties. This thesis contributes to the wider body of emotional labour research by investigating the antecedents, strategies and consequences of negative emotional labour. Two studies are reported. Study 1 uses an experimental design and draws upon recent developments on the interpersonal effects of anger to examine whether the expression of negative affect by employees and the intensity with which it is expressed lead to greater compliance to requests made. Results demonstrate that the expression of negative affect, regardless of its intensity, lead to increased compliance with employee requests. Study 2 extends the findings of the first study by examining the antecedents, deep and surface acting strategies, and consequences of expressing negative affect in a field study of debt collectors. Results show that employees engage in negative emotional labour when they perceive the negative emotional display rules of their organisation. In addition, the emotional labour strategy used by employees has an influence on the outcomes of emotional labour. Deep acting results in increased employee performance while surface acting leads to detrimental outcomes such as emotional exhaustion and acts of workplace deviance. Implications for research, practice and future directions are discussed.
Subjects/Keywords: Anger; Emotional Labour; Emotions
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APA (6th Edition):
Cheng, D. (2011). Does being "mean at work" work? The role of emotional labour strategies in mediating the role between display rules and work outcomes. (Masters Thesis). University of New South Wales. Retrieved from http://handle.unsw.edu.au/1959.4/51472 ; https://unsworks.unsw.edu.au/fapi/datastream/unsworks:10159/SOURCE02?view=true
Chicago Manual of Style (16th Edition):
Cheng, David. “Does being "mean at work" work? The role of emotional labour strategies in mediating the role between display rules and work outcomes.” 2011. Masters Thesis, University of New South Wales. Accessed February 27, 2021.
http://handle.unsw.edu.au/1959.4/51472 ; https://unsworks.unsw.edu.au/fapi/datastream/unsworks:10159/SOURCE02?view=true.
MLA Handbook (7th Edition):
Cheng, David. “Does being "mean at work" work? The role of emotional labour strategies in mediating the role between display rules and work outcomes.” 2011. Web. 27 Feb 2021.
Vancouver:
Cheng D. Does being "mean at work" work? The role of emotional labour strategies in mediating the role between display rules and work outcomes. [Internet] [Masters thesis]. University of New South Wales; 2011. [cited 2021 Feb 27].
Available from: http://handle.unsw.edu.au/1959.4/51472 ; https://unsworks.unsw.edu.au/fapi/datastream/unsworks:10159/SOURCE02?view=true.
Council of Science Editors:
Cheng D. Does being "mean at work" work? The role of emotional labour strategies in mediating the role between display rules and work outcomes. [Masters Thesis]. University of New South Wales; 2011. Available from: http://handle.unsw.edu.au/1959.4/51472 ; https://unsworks.unsw.edu.au/fapi/datastream/unsworks:10159/SOURCE02?view=true
University of Sydney
4.
Stapleton, Clare Marie.
The Use of Emotions in Social Work Practice
.
Degree: 2016, University of Sydney
URL: http://hdl.handle.net/2123/15807
► This thesis explores the explicit and implicit use of emotions in social work practice and the ways in which social workers’ emotions interact with formal…
(more)
▼ This thesis explores the explicit and implicit use of emotions in social work practice and the ways in which social workers’ emotions interact with formal theory and practice to create knowledge for practice. It describes the practices of 10 expert social workers with extensive experience in working in relationship-oriented models. The social workers live and work in three Australian cities. The descriptions of their practices are drawn from indepth interviews with the social workers. Interpretative phenomenological analysis was used to guide the research inquiry. Findings from the study were interpreted using the social work practice theory of relationship-based social work and the sociological theories of the emotional self and emotional labour. The findings are presented in three chapters exploring four major themes: • Descriptions of social work practice, including participants’ understandings of the theoretical and practice frames that inform their work, and the credentialing of their expertise in social work practice. • Participants’ expressed views on the place of emotions in accountable and ethical social work practice, plus their descriptions of the ways they work with emotions in practice. • Participants’ understandings of their emotional self and its influence on the ways in which they implement their practice. • Participants’ descriptions of the characteristics of their emotional labour, including the ways their emotions and emotional self interact with theory and ethics to create the labour of social work practice. The study revisits a central concern in the social work literature — the place of emotions and tacit forms of knowledge in expert practice. It concludes, from a practitioner perspective, that emotions and emotive knowledge hold a central position in practice. The findings have implications for understanding what constitutes useful and necessary knowledge for practice, as well as suggesting new perspectives on the training and supervision of social workers on emotion and its use in practice. The findings suggest that an ability to work competently and intelligently with emotions, including making use of the knowledge gleaned from one’s own emotions in explicit and conscious ways, is part of expert social work practice.
Subjects/Keywords: social work;
emotions;
emotional self;
emotional labour
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APA ·
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APA (6th Edition):
Stapleton, C. M. (2016). The Use of Emotions in Social Work Practice
. (Thesis). University of Sydney. Retrieved from http://hdl.handle.net/2123/15807
Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation
Chicago Manual of Style (16th Edition):
Stapleton, Clare Marie. “The Use of Emotions in Social Work Practice
.” 2016. Thesis, University of Sydney. Accessed February 27, 2021.
http://hdl.handle.net/2123/15807.
Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation
MLA Handbook (7th Edition):
Stapleton, Clare Marie. “The Use of Emotions in Social Work Practice
.” 2016. Web. 27 Feb 2021.
Vancouver:
Stapleton CM. The Use of Emotions in Social Work Practice
. [Internet] [Thesis]. University of Sydney; 2016. [cited 2021 Feb 27].
Available from: http://hdl.handle.net/2123/15807.
Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation
Council of Science Editors:
Stapleton CM. The Use of Emotions in Social Work Practice
. [Thesis]. University of Sydney; 2016. Available from: http://hdl.handle.net/2123/15807
Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation
University of Plymouth
5.
Davies, Keith.
Emotional dissonance among UK animal technologists : evidence, impact and management implications.
Degree: PhD, 2014, University of Plymouth
URL: http://hdl.handle.net/10026.1/3086
► The care and welfare of laboratory animals born, nurtured and experimented upon within a research facility is the primary function for animal technologists. While discharging…
(more)
▼ The care and welfare of laboratory animals born, nurtured and experimented upon within a research facility is the primary function for animal technologists. While discharging these responsibilities the emotional needs of the carers require consideration, balancing their perceptions of animal care against the purpose for which the animals exist. As little published information is available on the emotional challenges faced by UK animal technologists, this thesis redresses the balance, exploring the subject in detail through qualitative and quantitative methods. Emotional dissonance, often expressed as felt emotion versus enacted emotion, is a negative output from Emotional Labour. Animal technologists operate in a service environment and the results demonstrate that they ‘act’ under duress and self-regulate which emotions to display. Using exploratory factor analysis the results illustrate two key drivers on felt and enacted emotions. These include internal elements associated with daily tasks elements such as euthanasia and external factors such as budgets over which they have little or no control. Emotional dissonance is shown to occur within various employment grades. Resultant emotions include, guilt, shame and sadness. These can lead to affects upon job satisfaction propagating feelings of workplace alienation, isolation and fear, particularly from antivivisectionist organisations. When organisational support was not forthcoming or lacked empathy, individuals deployed various coping methods. This demonstrates both management and organisational implications including gender, educational attainment and whether a person has staff supervision responsibilities. Observations drawn through both qualitative and quantitative research clearly signpost a spectrum of indicators of emotional dissonance leading to individual, managerial and organisational theoretical implications. In doing so, emotion knowledge has been increased on a previously under researched occupational sector existing within a largely secretive environment. The research on a hitherto largely unknown employment grouping provides insights that had previously existed only mainly in anecdotal ways. The results provide strong evidence to further support existing research demonstrating how roles with significant emotional components directly impact upon individuals and the organisations that employ them.
Subjects/Keywords: 658.3; Emotional dissonance, emotional labour, emotional challenges and animal technologists
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APA ·
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Manager
APA (6th Edition):
Davies, K. (2014). Emotional dissonance among UK animal technologists : evidence, impact and management implications. (Doctoral Dissertation). University of Plymouth. Retrieved from http://hdl.handle.net/10026.1/3086
Chicago Manual of Style (16th Edition):
Davies, Keith. “Emotional dissonance among UK animal technologists : evidence, impact and management implications.” 2014. Doctoral Dissertation, University of Plymouth. Accessed February 27, 2021.
http://hdl.handle.net/10026.1/3086.
MLA Handbook (7th Edition):
Davies, Keith. “Emotional dissonance among UK animal technologists : evidence, impact and management implications.” 2014. Web. 27 Feb 2021.
Vancouver:
Davies K. Emotional dissonance among UK animal technologists : evidence, impact and management implications. [Internet] [Doctoral dissertation]. University of Plymouth; 2014. [cited 2021 Feb 27].
Available from: http://hdl.handle.net/10026.1/3086.
Council of Science Editors:
Davies K. Emotional dissonance among UK animal technologists : evidence, impact and management implications. [Doctoral Dissertation]. University of Plymouth; 2014. Available from: http://hdl.handle.net/10026.1/3086
University of Otago
6.
Carnicelli-Filho, Sandro.
Managing Emotions: White-Water Rafting Guides And The Emotional Labor Theory
.
Degree: 2011, University of Otago
URL: http://hdl.handle.net/10523/1705
► In 1983 Arlie Russell Hochschild published a book approaching the management of emotions in flight attendants and bill collectors. The Managed Heart: Commercialization of Human…
(more)
▼ In 1983 Arlie Russell Hochschild published a book approaching the management of emotions in flight attendants and bill collectors. The Managed Heart: Commercialization of Human Feeling discussed the relationship between workers and emotions introducing the term ‘
emotional labor’, a justification for the management of emotions as well as the techniques used to manage feelings. Hochschild’s book was influential in many studies regarding different types of workers including lawyers, teachers and nurses. The purpose of this thesis was to understand the management of emotions in white-water rafting guides using the
emotional labor theory elaborated by Hochschild (1983) as the theoretical framework. This study also aimed to explore the elements of
emotional management in white-water rafting guides; to investigate white-water rafting guides’ perceptions of
emotional labor; and to comprehend the relationship between work and non-work and its influence in the
emotional management of rafting guides. To achieve these aims an empirical research and data collection process was undertaken in Queenstown, New Zealand, where the author spent fifty days interviewing and observing white-water rafting guides.
Many elements of the
emotional labor theory proposed by Hochschild (1983) were identified in the interpretation of the data collected including deep and surface acting and the burnout effects resulting from the management of emotions. However not all the data collected with rafting guides corroborate with the
emotional labor theory. Indeed, the concept of work, vital for Hochschild’s (1983) theory, was presented in a different way by white-water rafting guides when compared to the flight attendants and bill collectors analysed in the original theory. The results of this thesis indicate that white-water rafting guides approach their work activity in two different ways and for this reason they were divided in this thesis into two groups; namely ‘occupational devotees’ and ‘lifestylers’. The ‘occupational devotees’ are committed to the organisational rules but at the same time they are passionate for their work; seen by themselves as a self-enhancing activity. The ‘lifestylers’ on the other hand are transient workers and their work is their leisure, their lifestyle, and it is incorporated in their personality and behaviour. To ‘lifestylers’ the work self is also their real, personal self and consequently they are committed to their own lifestyle.
After analysing and discussing the
emotional management of white-water rafting guides using Hochschild’s (1983) work and considering the incompatibilities between what is proposed in the
emotional labor theory and the data collected, this thesis presented a new conceptual model called
Emotional Life. While the idea of
emotional labor regards specifically the management of emotion at work with limited connections to the non-work environment, the
Emotional Life framework links, with blurred boundaries between them, the
emotional performance at work and at non-work and the
emotional…
Advisors/Committee Members: Thompson, Anna (advisor).
Subjects/Keywords: Emotional Labor;
White-water Rafting
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APA ·
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Manager
APA (6th Edition):
Carnicelli-Filho, S. (2011). Managing Emotions: White-Water Rafting Guides And The Emotional Labor Theory
. (Doctoral Dissertation). University of Otago. Retrieved from http://hdl.handle.net/10523/1705
Chicago Manual of Style (16th Edition):
Carnicelli-Filho, Sandro. “Managing Emotions: White-Water Rafting Guides And The Emotional Labor Theory
.” 2011. Doctoral Dissertation, University of Otago. Accessed February 27, 2021.
http://hdl.handle.net/10523/1705.
MLA Handbook (7th Edition):
Carnicelli-Filho, Sandro. “Managing Emotions: White-Water Rafting Guides And The Emotional Labor Theory
.” 2011. Web. 27 Feb 2021.
Vancouver:
Carnicelli-Filho S. Managing Emotions: White-Water Rafting Guides And The Emotional Labor Theory
. [Internet] [Doctoral dissertation]. University of Otago; 2011. [cited 2021 Feb 27].
Available from: http://hdl.handle.net/10523/1705.
Council of Science Editors:
Carnicelli-Filho S. Managing Emotions: White-Water Rafting Guides And The Emotional Labor Theory
. [Doctoral Dissertation]. University of Otago; 2011. Available from: http://hdl.handle.net/10523/1705
North-West University
7.
Brink, Heleen Catharina Elizebeth.
Emotional experiences of professional nurses in a critical care unit of a private hospital in Gauteng : a casestudy / Heleen Catharina Elizebeth Brink
.
Degree: 2012, North-West University
URL: http://hdl.handle.net/10394/8656
► The focus of this study was on the regulation and management of emotions among professional nurses in a critical care unit in a private hospital…
(more)
▼ The focus of this study was on the regulation and management of emotions among professional nurses in a critical care unit in a private hospital in Gauteng.
The aim of this project is to explore and describe the level of resilience of professional nurses, in this case specifically, critical care nurses. The background portrays a journey from emotions and emotional experiences as main focus. The main focus was transformed into sequential emotion regulation and management as precursors to emotional intelligence. An initial literature investigation into emotional intelligence among professional nurses in general indicated that: Much international and national research has been conducted on emotional intelligence among nurses; emotional intelligence is an essential aspect of nursing, as an emotion-laden profession; and emotional intelligence implies positive benefits for nurses. The purpose of this study was to enhance professional nurses‟ regulation and management of their emotions in a critical care unit in a private hospital in Gauteng in order to enhance the level of emotional intelligence.
Methodology: A qualitative, phenomenological research design was most suitable for this research that was also explorative, descriptive and contextual and within a case study strategy, combined with the use of interviews. C purposive sampling (Botma, et al., 2010:126) was used to select participants. ASE records included incident reports; organisational records of employee satisfaction, as well as documents that portrayed the care rendered in the unit. Participants were informed about the research by means of a PowerPoint presentation. The sample size was established once the research by saturation of data (Botma et al., 2010:200). Participants were informed about the research by means of a slideshow.
Conclusion
The results re-confirmed the existence of emotional labour in the critical care unit, as well as the different emotions experienced in the critical care unit. Results reflect the strain critical care nurses need to cope with, and the different ways they use to regulate these emotions and emotional experiences.
Subjects/Keywords: Emotions;
Emotional intelligence;
Emotional experiences;
Emotional management;
Emotional labour;
Gauteng;
Critical care nurses
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Manager
APA (6th Edition):
Brink, H. C. E. (2012). Emotional experiences of professional nurses in a critical care unit of a private hospital in Gauteng : a casestudy / Heleen Catharina Elizebeth Brink
. (Thesis). North-West University. Retrieved from http://hdl.handle.net/10394/8656
Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation
Chicago Manual of Style (16th Edition):
Brink, Heleen Catharina Elizebeth. “Emotional experiences of professional nurses in a critical care unit of a private hospital in Gauteng : a casestudy / Heleen Catharina Elizebeth Brink
.” 2012. Thesis, North-West University. Accessed February 27, 2021.
http://hdl.handle.net/10394/8656.
Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation
MLA Handbook (7th Edition):
Brink, Heleen Catharina Elizebeth. “Emotional experiences of professional nurses in a critical care unit of a private hospital in Gauteng : a casestudy / Heleen Catharina Elizebeth Brink
.” 2012. Web. 27 Feb 2021.
Vancouver:
Brink HCE. Emotional experiences of professional nurses in a critical care unit of a private hospital in Gauteng : a casestudy / Heleen Catharina Elizebeth Brink
. [Internet] [Thesis]. North-West University; 2012. [cited 2021 Feb 27].
Available from: http://hdl.handle.net/10394/8656.
Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation
Council of Science Editors:
Brink HCE. Emotional experiences of professional nurses in a critical care unit of a private hospital in Gauteng : a casestudy / Heleen Catharina Elizebeth Brink
. [Thesis]. North-West University; 2012. Available from: http://hdl.handle.net/10394/8656
Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation
University of Manchester
8.
Horton, Ayana Maia Binta abi.
Emotion Regulation in Therapeutic
Relationships.
Degree: 2019, University of Manchester
URL: http://www.manchester.ac.uk/escholar/uk-ac-man-scw:318636
► In this thesis I explore emotion regulation in therapeutic relationships between occupational therapists/physiotherapists and their patients. I argue that although both intrapersonal emotion regulation (i.e.,…
(more)
▼ In this thesis I explore emotion regulation in
therapeutic relationships between occupational
therapists/physiotherapists and their patients. I argue that
although both intrapersonal emotion regulation (i.e., the
regulation of one’s own
emotional responses) and interpersonal
emotion regulation (i.e., the regulation of other’s emotions) is
central to the development and effectiveness of therapeutic
relationships between therapist and patient, we know little about
their use and development in such relationships. The main aim of
this thesis is therefore to understand
emotional regulation in
therapeutic relationships between therapists and patients. To
address these aims I conducted two studies. In the first study
patients and therapists were interviewed regarding their use of
emotion regulation during their therapeutic relationships. In the
second study, patient/therapist dyads were observed during the
course of the therapeutic relationship and then interviewed at the
end of the relationship. In both studies, the participants were
asked to highlight the turning points, the most significant events
that influence each dyadic partner’s ongoing perception of the
relationship (Baxter & Bullis, 1986), the
emotional
consequences of these turning points, and their emotion regulation
response. The key findings from these two studies are therapists
and patients use many intrapersonal and interpersonal emotion
regulation strategies to address emotions stemming from turning
points. They use these strategies both proactively, meaning in
anticipation of an affective event and reactively, meaning in
response to an affective event. In general, the way they used
interpersonal emotion regulation strategies changed as the
therapeutic relationship developed. Therapists learn to
increasingly tailor their use of interpersonal emotion regulation
strategies to suit their patients’
emotional needs and
preferences and changed their use of these strategies accordingly.
While patients used interpersonal emotion regulation strategies to
a lesser degree than therapists, their use of these strategies
developed in a similar pattern. There are many factors that
influence the dynamic nature of therapists and patients use of
emotion regulation strategies. Those that appeared to be
particularly important in therapeutic relationships are the
perception of prescribed and contextual display rules, the turning
points that occur during the relationship, whether the encounters
are routine or non-routine, and the perceived quality of the
relationship. A theoretical model illustrating how these factors
influence the dynamic nature of how patients and therapists use
interpersonal emotion regulation during therapeutic relationships
is presented. Theoretical and practical implications are
discussed.
Advisors/Committee Members: HEBSON, GAIL GL, Holman, David, Hebson, Gail.
Subjects/Keywords: emotion regulation; therapeutic relationships; emotional labour
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APA ·
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Manager
APA (6th Edition):
Horton, A. M. B. a. (2019). Emotion Regulation in Therapeutic
Relationships. (Doctoral Dissertation). University of Manchester. Retrieved from http://www.manchester.ac.uk/escholar/uk-ac-man-scw:318636
Chicago Manual of Style (16th Edition):
Horton, Ayana Maia Binta abi. “Emotion Regulation in Therapeutic
Relationships.” 2019. Doctoral Dissertation, University of Manchester. Accessed February 27, 2021.
http://www.manchester.ac.uk/escholar/uk-ac-man-scw:318636.
MLA Handbook (7th Edition):
Horton, Ayana Maia Binta abi. “Emotion Regulation in Therapeutic
Relationships.” 2019. Web. 27 Feb 2021.
Vancouver:
Horton AMBa. Emotion Regulation in Therapeutic
Relationships. [Internet] [Doctoral dissertation]. University of Manchester; 2019. [cited 2021 Feb 27].
Available from: http://www.manchester.ac.uk/escholar/uk-ac-man-scw:318636.
Council of Science Editors:
Horton AMBa. Emotion Regulation in Therapeutic
Relationships. [Doctoral Dissertation]. University of Manchester; 2019. Available from: http://www.manchester.ac.uk/escholar/uk-ac-man-scw:318636
University of Ghana
9.
Agyemang, C.B.
Emotional Labour and Psychological Health: A Study of Ghanaian Media Practitioners
.
Degree: 2017, University of Ghana
URL: http://ugspace.ug.edu.gh/handle/123456789/24835
► Studies on emotional labour have been increasingly influential as service employment continues to replace manufacturing ones in many developed and emerging economies. In a two…
(more)
▼ Studies on emotional labour have been increasingly influential as service employment
continues to replace manufacturing ones in many developed and emerging economies. In a
two component study (quantitative and qualitative) using convergent parallel (complementary
concurrent) mixed method approach, the research aimed at explaining Ghanaian media
practitioners' emotional labouring experiences and likely psychological health implications.
The quantitative data (study one) was cross-sectionally obtained using questionnaires on
emotional labour and psychological health from a purposive sample of 336 (205 males and
131 females). The quantitative data was analyzed using Pearson’s product moment
correlation, Hayes process moderation analysis, and Standard Multiple Regression. Using
purposive and snowball sampling strategy, 13 (9 males and 4 females) media practitioners
were interviewed with a semi-structured interview protocol for the qualitative data (study
two) as well as observation data from 4 media crew. All data set were gathered from media
practitioners in Greater Accra, Ashanti, and Western Regions of Ghana. The first study
revealed that surface acting significantly predicted general wellbeing and emotional
exhaustion but not psychological distress. It was also found that media practitioners who
engage in surface acting experience emotional exhaustion indirectly through psychological
effort. Religiousity significantly moderated the relationship between surface acting and
emotional exhaustion as well as psychological distress. Analysis of the qualitative study
indicate that media practitioners explain emotional labour as ‘faking’- principally explained
as ‘pretense’ or ‘living a lie’- and is manifested through the ‘suppression’ and/or
‘enhancement’ of ones' emotions. The study two further revealed depressive symptoms,
stress, emotional dissonance, suicidal ideations, nightmares and associated insomnia, work-
life balance challenges, turnover intentions, and superior-subordinate bullying, as key
explorations of media practitioners’ psychological health states. Feedback from the public,
fellow employees, friends and family emerged as predisposing factors of emotional labour
University of Ghana http://ugspace.ug.edu.gh
v
experiences. Even though some media practitioners resort to poor coping strategies such as
abuse of alcohol, smoking, and intemperance in social activities, majority recourse to
personal, religious and social resources as effective coping strategies to deal with emotional
labour demands. These findings underscore the need for media employers and regulatory
bodies to have emotional labour management strategy and psychological support systems to
stabilize and improve employee health.
Subjects/Keywords: Emotional Labour;
Psychological Health;
Ghanaian Media Practitioners
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MLA ·
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Manager
APA (6th Edition):
Agyemang, C. B. (2017). Emotional Labour and Psychological Health: A Study of Ghanaian Media Practitioners
. (Doctoral Dissertation). University of Ghana. Retrieved from http://ugspace.ug.edu.gh/handle/123456789/24835
Chicago Manual of Style (16th Edition):
Agyemang, C B. “Emotional Labour and Psychological Health: A Study of Ghanaian Media Practitioners
.” 2017. Doctoral Dissertation, University of Ghana. Accessed February 27, 2021.
http://ugspace.ug.edu.gh/handle/123456789/24835.
MLA Handbook (7th Edition):
Agyemang, C B. “Emotional Labour and Psychological Health: A Study of Ghanaian Media Practitioners
.” 2017. Web. 27 Feb 2021.
Vancouver:
Agyemang CB. Emotional Labour and Psychological Health: A Study of Ghanaian Media Practitioners
. [Internet] [Doctoral dissertation]. University of Ghana; 2017. [cited 2021 Feb 27].
Available from: http://ugspace.ug.edu.gh/handle/123456789/24835.
Council of Science Editors:
Agyemang CB. Emotional Labour and Psychological Health: A Study of Ghanaian Media Practitioners
. [Doctoral Dissertation]. University of Ghana; 2017. Available from: http://ugspace.ug.edu.gh/handle/123456789/24835
10.
Horton, Ayana.
Emotion regulation in therapeutic relationships.
Degree: PhD, 2019, University of Manchester
URL: https://www.research.manchester.ac.uk/portal/en/theses/emotion-regulation-in-therapeutic-relationships(e2bec197-cefa-4aed-ab9c-396a2a671f97).html
;
https://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.779651
► In this thesis I explore emotion regulation in therapeutic relationships between occupational therapists/physiotherapists and their patients. I argue that although both intrapersonal emotion regulation (i.e.,…
(more)
▼ In this thesis I explore emotion regulation in therapeutic relationships between occupational therapists/physiotherapists and their patients. I argue that although both intrapersonal emotion regulation (i.e., the regulation of one's own emotional responses) and interpersonal emotion regulation (i.e., the regulation of others' emotions) is central to the development and effectiveness of therapeutic relationships between therapist and patient, we know little about their use and development in such relationships. The main aim of this thesis is therefore to understand emotional regulation in therapeutic relationships between therapists and patients. To address these aims I conducted two studies. In the first study patients and therapists were interviewed regarding their use of emotion regulation during their therapeutic relationships. In the second study, patient/therapist dyads were observed during the course of the therapeutic relationship and then interviewed at the end of the relationship. In both studies, the participants were asked to highlight the turning points, the most significant events that influence each dyadic partner's ongoing perception of the relationship (Baxter & Bullis, 1986), the emotional consequences of these turning points, and their emotion regulation response. The key findings from these two studies are therapists and patients use many intrapersonal and interpersonal emotion regulation strategies to address emotions stemming from turning points. They use these strategies both proactively, meaning in anticipation of an affective event and reactively, meaning in response to an affective event. In general, the way they used interpersonal emotion regulation strategies changed as the therapeutic relationship developed. Therapists learn to increasingly tailor their use of interpersonal emotion regulation strategies to suit their patients' emotional needs and preferences and changed their use of these strategies accordingly. While patients used interpersonal emotion regulation strategies to a lesser degree than therapists, their use of these strategies developed in a similar pattern. There are many factors that influence the dynamic nature of therapists and patients use of emotion regulation strategies. Those that appeared to be particularly important in therapeutic relationships are the perception of prescribed and contextual display rules, the turning points that occur during the relationship, whether the encounters are routine or non-routine, and the perceived quality of the relationship. A theoretical model illustrating how these factors influence the dynamic nature of how patients and therapists use interpersonal emotion regulation during therapeutic relationships is presented. Theoretical and practical implications are discussed.
Subjects/Keywords: emotional labour; emotion regulation; therapeutic relationships
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APA ·
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MLA ·
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CSE |
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Manager
APA (6th Edition):
Horton, A. (2019). Emotion regulation in therapeutic relationships. (Doctoral Dissertation). University of Manchester. Retrieved from https://www.research.manchester.ac.uk/portal/en/theses/emotion-regulation-in-therapeutic-relationships(e2bec197-cefa-4aed-ab9c-396a2a671f97).html ; https://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.779651
Chicago Manual of Style (16th Edition):
Horton, Ayana. “Emotion regulation in therapeutic relationships.” 2019. Doctoral Dissertation, University of Manchester. Accessed February 27, 2021.
https://www.research.manchester.ac.uk/portal/en/theses/emotion-regulation-in-therapeutic-relationships(e2bec197-cefa-4aed-ab9c-396a2a671f97).html ; https://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.779651.
MLA Handbook (7th Edition):
Horton, Ayana. “Emotion regulation in therapeutic relationships.” 2019. Web. 27 Feb 2021.
Vancouver:
Horton A. Emotion regulation in therapeutic relationships. [Internet] [Doctoral dissertation]. University of Manchester; 2019. [cited 2021 Feb 27].
Available from: https://www.research.manchester.ac.uk/portal/en/theses/emotion-regulation-in-therapeutic-relationships(e2bec197-cefa-4aed-ab9c-396a2a671f97).html ; https://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.779651.
Council of Science Editors:
Horton A. Emotion regulation in therapeutic relationships. [Doctoral Dissertation]. University of Manchester; 2019. Available from: https://www.research.manchester.ac.uk/portal/en/theses/emotion-regulation-in-therapeutic-relationships(e2bec197-cefa-4aed-ab9c-396a2a671f97).html ; https://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.779651
University of New South Wales
11.
Wanninayake, Shalini.
‘We are Acting’ – An Examination of Emotional Labour among Service Employees in Sri Lanka.
Degree: Business, 2020, University of New South Wales
URL: http://handle.unsw.edu.au/1959.4/66865
;
https://unsworks.unsw.edu.au/fapi/datastream/unsworks:66921/SOURCE02?view=true
► A substantial body of research has explored emotional labour over the past three decades. Emotional labour involves commercialising employees’ emotions in exchange for wages and…
(more)
▼ A substantial body of research has explored
emotional labour over the past three decades.
Emotional labour involves commercialising employees’ emotions in exchange for wages and the much of the extant research has focused on Western employees. Examining
emotional labour in a non-Western environment, such as Sri Lanka, provides a valuable opportunity to explore how different cultural and contextual factors shape
emotional labour. Using a qualitative case study approach and drawing on 114 interviews, this thesis explores how public and private sector nurses and frontline hotel employees experienced and responded to
emotional labour in Sri Lanka. This research examines the roles of managers, customers, third parties, colleagues, the work environment, culture and religion on employees’ experiences of
emotional labour. High power distance and high uncertainty avoidance cultures in the private hospital and hotels led managers to actively control and monitor employees’ behaviour. This resulted in a sense of powerlessness among many hotel employees. Public hospital nurses worked in an environment of significant understaffing, limited resources and demanding patients. Having to constantly regulate their emotions while responding to customer misbehaviour and adverse working conditions, gave rise to job burnout amongst hotel employees and nurses. Further, these employees experienced work/family conflicts and increased workplace conflicts with co-workers. Women workers experienced these negative consequences more than males, highlighting the gendered nature of
emotional labour. Hotel employees and nurses used a variety of coping strategies influenced by culture, religion and gender in response to the
emotional labour challenges they experienced.
Advisors/Committee Members: Williamson, Susan, Business, UNSW Canberra, UNSW, O'Donnell, Michael, Business, UNSW Canberra, UNSW.
Subjects/Keywords: Sri Lanka; Emotional labour; Service work
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APA ·
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MLA ·
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CSE |
Export
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Manager
APA (6th Edition):
Wanninayake, S. (2020). ‘We are Acting’ – An Examination of Emotional Labour among Service Employees in Sri Lanka. (Doctoral Dissertation). University of New South Wales. Retrieved from http://handle.unsw.edu.au/1959.4/66865 ; https://unsworks.unsw.edu.au/fapi/datastream/unsworks:66921/SOURCE02?view=true
Chicago Manual of Style (16th Edition):
Wanninayake, Shalini. “‘We are Acting’ – An Examination of Emotional Labour among Service Employees in Sri Lanka.” 2020. Doctoral Dissertation, University of New South Wales. Accessed February 27, 2021.
http://handle.unsw.edu.au/1959.4/66865 ; https://unsworks.unsw.edu.au/fapi/datastream/unsworks:66921/SOURCE02?view=true.
MLA Handbook (7th Edition):
Wanninayake, Shalini. “‘We are Acting’ – An Examination of Emotional Labour among Service Employees in Sri Lanka.” 2020. Web. 27 Feb 2021.
Vancouver:
Wanninayake S. ‘We are Acting’ – An Examination of Emotional Labour among Service Employees in Sri Lanka. [Internet] [Doctoral dissertation]. University of New South Wales; 2020. [cited 2021 Feb 27].
Available from: http://handle.unsw.edu.au/1959.4/66865 ; https://unsworks.unsw.edu.au/fapi/datastream/unsworks:66921/SOURCE02?view=true.
Council of Science Editors:
Wanninayake S. ‘We are Acting’ – An Examination of Emotional Labour among Service Employees in Sri Lanka. [Doctoral Dissertation]. University of New South Wales; 2020. Available from: http://handle.unsw.edu.au/1959.4/66865 ; https://unsworks.unsw.edu.au/fapi/datastream/unsworks:66921/SOURCE02?view=true
12.
Dunow, Carolyn.
A Pilot Study to Explore the Results from Learning a Self-empowered Energy Healing Technique as an Emotional Regulation Tool Intended to Improve Service Industry Leaders' Affect, Well-being, and Performance.
Degree: 2013, St. Catherine University
URL: https://sophia.stkate.edu/maol_theses/16
► Positive emotions are requirements for jobs that demand interpersonal interactions. Stress can results in meeting these requirements if the expressed emotions do not match the…
(more)
▼ Positive emotions are requirements for jobs that demand interpersonal interactions. Stress can results in meeting these requirements if the expressed emotions do not match the felt emotions. This can impact the affect, well-being, and performance of leaders. Increased efforts are being made to understand and improve emotional regulation at work. Concurrently, science is providing evidence supporting the understanding of emotional disruptions and how energy healing can alleviate emotional disruptions. This pilot study followed leaders through four phases: a pre-intervention survey, education and experimentation with a self-empowered energy healing technique, post-intervention survey and appreciative inquiry interviews. While the energy healing technique took a matter of a few minutes to process, the participants in this study reported positive changes in their emotional and physical sensations, perspective-taking, positive-refocus, performance, or provided an element of control, both in letting go and having more control over their emotions. “Top transformers” in this study also reported deeper levels of engagement at work and at home as well as significant life changes. Future research may be conducted on the relationship between emotional sensations, physical sensations and physical well-being, the connection of these to leadership, as well as the relational elements of the Holistic Map of Well-Being which emerged from this study.
Subjects/Keywords: emotional labor; emotional intelligence; emotional regulation; energy healing; somatic healing; resilience
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APA ·
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MLA ·
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CSE |
Export
to Zotero / EndNote / Reference
Manager
APA (6th Edition):
Dunow, C. (2013). A Pilot Study to Explore the Results from Learning a Self-empowered Energy Healing Technique as an Emotional Regulation Tool Intended to Improve Service Industry Leaders' Affect, Well-being, and Performance. (Thesis). St. Catherine University. Retrieved from https://sophia.stkate.edu/maol_theses/16
Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation
Chicago Manual of Style (16th Edition):
Dunow, Carolyn. “A Pilot Study to Explore the Results from Learning a Self-empowered Energy Healing Technique as an Emotional Regulation Tool Intended to Improve Service Industry Leaders' Affect, Well-being, and Performance.” 2013. Thesis, St. Catherine University. Accessed February 27, 2021.
https://sophia.stkate.edu/maol_theses/16.
Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation
MLA Handbook (7th Edition):
Dunow, Carolyn. “A Pilot Study to Explore the Results from Learning a Self-empowered Energy Healing Technique as an Emotional Regulation Tool Intended to Improve Service Industry Leaders' Affect, Well-being, and Performance.” 2013. Web. 27 Feb 2021.
Vancouver:
Dunow C. A Pilot Study to Explore the Results from Learning a Self-empowered Energy Healing Technique as an Emotional Regulation Tool Intended to Improve Service Industry Leaders' Affect, Well-being, and Performance. [Internet] [Thesis]. St. Catherine University; 2013. [cited 2021 Feb 27].
Available from: https://sophia.stkate.edu/maol_theses/16.
Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation
Council of Science Editors:
Dunow C. A Pilot Study to Explore the Results from Learning a Self-empowered Energy Healing Technique as an Emotional Regulation Tool Intended to Improve Service Industry Leaders' Affect, Well-being, and Performance. [Thesis]. St. Catherine University; 2013. Available from: https://sophia.stkate.edu/maol_theses/16
Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation
California State University – Sacramento
13.
Benitti, Pete.
Evaluating the perceptions and practices of the emotional wellness of higher education leaders.
Degree: 2019, California State University – Sacramento
URL: http://hdl.handle.net/10211.3/210207
► Empirical research on the intersection of wellness and higher education leadership is lacking (Bass, 2008; Cioffi, 2018; Riera, 2013). The emotional wellness of leaders is…
(more)
▼ Empirical research on the intersection of wellness and higher education leadership is lacking (Bass, 2008; Cioffi, 2018; Riera, 2013). The
emotional wellness of leaders is an issue that has received even less attention (Cioffi, 2018). Findings from this mixed-methods study suggest leaders often incur an
emotional toll while dealing with the pressures of leading. These findings are in light of the stress-related turnover that the literature suggests is increasing for leaders (Gagliardi, Espinosa, Turk, & Taylor, 2017; Gardner, 2016; Selingo, 2016; Wheelhouse Center for Community College Leadership and Research, 2016). Further complicating this situation is a perceived lack of support for leaders???
emotional wellness, conceptualized as the wellness support gap. This study uses the constructs of
emotional intelligence,
emotional labor, mindfulness, and
emotional capital as theoretical lens with which to view
emotional wellness as an untapped resource and source of support. Recommendations for professional organizations, leadership practice, and policy include the adoption of standards and best practices for the profession that include leaders???
emotional wellness.
Advisors/Committee Members: Nevarez, Carlos, 1969-.
Subjects/Keywords: Emotional wellness; Higher education leaders; Emotional intelligence; Emotional labor; Mindfulness
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CSE |
Export
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Manager
APA (6th Edition):
Benitti, P. (2019). Evaluating the perceptions and practices of the emotional wellness of higher education leaders. (Thesis). California State University – Sacramento. Retrieved from http://hdl.handle.net/10211.3/210207
Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation
Chicago Manual of Style (16th Edition):
Benitti, Pete. “Evaluating the perceptions and practices of the emotional wellness of higher education leaders.” 2019. Thesis, California State University – Sacramento. Accessed February 27, 2021.
http://hdl.handle.net/10211.3/210207.
Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation
MLA Handbook (7th Edition):
Benitti, Pete. “Evaluating the perceptions and practices of the emotional wellness of higher education leaders.” 2019. Web. 27 Feb 2021.
Vancouver:
Benitti P. Evaluating the perceptions and practices of the emotional wellness of higher education leaders. [Internet] [Thesis]. California State University – Sacramento; 2019. [cited 2021 Feb 27].
Available from: http://hdl.handle.net/10211.3/210207.
Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation
Council of Science Editors:
Benitti P. Evaluating the perceptions and practices of the emotional wellness of higher education leaders. [Thesis]. California State University – Sacramento; 2019. Available from: http://hdl.handle.net/10211.3/210207
Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation
University of Ghana
14.
Lartey, J.K.S.
Emotional Labour and Emotional Intelligence as Predictors of Job Attitudes: The Moderating Role of Perceived Organisational Support
.
Degree: 2018, University of Ghana
URL: http://ugspace.ug.edu.gh/handle/123456789/26554
► This study introduces perceived organizational support (POS) as a moderating variable to provide some explanations to the possible relationship between emotional labour, emotional intelligence and…
(more)
▼ This study introduces perceived organizational support (POS) as a moderating variable to provide some explanations to the possible relationship between emotional labour, emotional intelligence and job attitudes among nurses and midwives in Ghana. The study employed a sequential explanatory mixed-method approach (QUAN-qual), a cross-sectional design and proportionately sampled three hundred and forty-two (342) nurses and midwives from six public and quasi-public health facilities in the Greater Accra Region of Ghana. With use of standardized survey questionnaires and an interview guide, findings from the quantitative study (using SEM) revealed that while surface acting and emotional intelligence significantly predicted job attitudes, deep acting failed to show any significant association with job attitudes. It was further discovered that POS significantly moderated the relationship between deep acting and emotional intelligence on one hand and job attitudes on the other hand. However, POS did not moderate the relationship between surface acting and job attitudes. Findings from the qualitative study (using thematic analysis) provided insight to the relationship or no relationship between the study. In addition, religio-social resources encompassing religion/spirituality and social support were identified as additional job resources in helping health professionals to handle the emotional demands of their profession. The theoretical as well as the practical implications of the study findings were extensively discussed in relation human resource practice, academia and professional healthcare delivery.
Subjects/Keywords: Emotional Labour;
Emotional Intelligence;
Job Attitudes;
Organisational Support
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APA ·
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Export
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Manager
APA (6th Edition):
Lartey, J. K. S. (2018). Emotional Labour and Emotional Intelligence as Predictors of Job Attitudes: The Moderating Role of Perceived Organisational Support
. (Masters Thesis). University of Ghana. Retrieved from http://ugspace.ug.edu.gh/handle/123456789/26554
Chicago Manual of Style (16th Edition):
Lartey, J K S. “Emotional Labour and Emotional Intelligence as Predictors of Job Attitudes: The Moderating Role of Perceived Organisational Support
.” 2018. Masters Thesis, University of Ghana. Accessed February 27, 2021.
http://ugspace.ug.edu.gh/handle/123456789/26554.
MLA Handbook (7th Edition):
Lartey, J K S. “Emotional Labour and Emotional Intelligence as Predictors of Job Attitudes: The Moderating Role of Perceived Organisational Support
.” 2018. Web. 27 Feb 2021.
Vancouver:
Lartey JKS. Emotional Labour and Emotional Intelligence as Predictors of Job Attitudes: The Moderating Role of Perceived Organisational Support
. [Internet] [Masters thesis]. University of Ghana; 2018. [cited 2021 Feb 27].
Available from: http://ugspace.ug.edu.gh/handle/123456789/26554.
Council of Science Editors:
Lartey JKS. Emotional Labour and Emotional Intelligence as Predictors of Job Attitudes: The Moderating Role of Perceived Organisational Support
. [Masters Thesis]. University of Ghana; 2018. Available from: http://ugspace.ug.edu.gh/handle/123456789/26554
15.
Darrington-Murphy, Conor.
The Effects of Emotional Labour Coach Education Interventions on Performance Football Coaches' Awareness of Their Own Emotions.
Degree: 2020, University of Hertfordshire
URL: http://hdl.handle.net/2299/23835
► This study explores the impact that coach education interventions that were designed utilising Hochschild’s (1983) emotional labour theory had on coaches’ awareness of emotions within…
(more)
▼ This study explores the impact that coach education interventions that were designed utilising Hochschild’s (1983) emotional labour theory had on coaches’ awareness of emotions within their coaching practice. The study intended to provide performance football coaches with the opportunity to explore the under-researched emotionally charged environment of football coaching (Potrac, Smith & Nelson, 2017), whilst also exploring emotion within their individual stories and highlighting future recommendations from undertaking this experience. Hochschild (1983) developed the phrase emotional labour which contained surface acting and deep acting, moreover, Ashforth and Humphrey (1993) proposed genuine expression as a further manifestation of emotional labour. Research has identified the importance of conducting educational workshops on emotions (Larner, Wagstaff, Thelwell & Corbett, 2017; Lee, Chelladurai & Kim, 2015), thus, the researcher utilised an intervention approach (Gilbert & Trudel, 2004), in the form of an introductory interview, four coach education workshops and two follow-up interviews. The findings from this study indicated that coaches retained a heightened awareness of emotions within their coaching and an informed understanding of emotional labour within their coaching practice
Subjects/Keywords: emotional labour; surface acting; coach education; intervention; emotional awareness
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Manager
APA (6th Edition):
Darrington-Murphy, C. (2020). The Effects of Emotional Labour Coach Education Interventions on Performance Football Coaches' Awareness of Their Own Emotions. (Masters Thesis). University of Hertfordshire. Retrieved from http://hdl.handle.net/2299/23835
Chicago Manual of Style (16th Edition):
Darrington-Murphy, Conor. “The Effects of Emotional Labour Coach Education Interventions on Performance Football Coaches' Awareness of Their Own Emotions.” 2020. Masters Thesis, University of Hertfordshire. Accessed February 27, 2021.
http://hdl.handle.net/2299/23835.
MLA Handbook (7th Edition):
Darrington-Murphy, Conor. “The Effects of Emotional Labour Coach Education Interventions on Performance Football Coaches' Awareness of Their Own Emotions.” 2020. Web. 27 Feb 2021.
Vancouver:
Darrington-Murphy C. The Effects of Emotional Labour Coach Education Interventions on Performance Football Coaches' Awareness of Their Own Emotions. [Internet] [Masters thesis]. University of Hertfordshire; 2020. [cited 2021 Feb 27].
Available from: http://hdl.handle.net/2299/23835.
Council of Science Editors:
Darrington-Murphy C. The Effects of Emotional Labour Coach Education Interventions on Performance Football Coaches' Awareness of Their Own Emotions. [Masters Thesis]. University of Hertfordshire; 2020. Available from: http://hdl.handle.net/2299/23835
NSYSU
16.
Hung, Miao-ju.
A Study on the Relationships among the Junior High School Teachersâ Psychological Capital , Emotional Labor and Organizational Citizenship Behavior in Kaohsiung city.
Degree: Master, Education, 2015, NSYSU
URL: http://etd.lib.nsysu.edu.tw/ETD-db/ETD-search/view_etd?URN=etd-0525115-085351
► This thesis aims to investigate the relationship among Kaohsiung junior high school teachersâ psychological capital , emotional labor and organizational citizenship behavior . This thesis…
(more)
▼ This thesis aims to investigate the relationship among Kaohsiung junior high school teachersâ psychological capital ,
emotional labor and organizational citizenship behavior . This thesis builds the theory, the study structure, and the basis of designing the study instrument by the review of the literature and the survey. Subjects were sampled from seventy- two junior high schools in Kaohsiung city. Six hundred seventy- four copies of formal questionnaires were delivered to the
subject and there were six hundred thirty- three valid copies.The collected data were analyzed by using the statistical methods of reliability analysis,factor analysis,descriptive statistics,T-test,one-way ANOVA,pearson product-moment correlation,canonical correlation and multiple regression(step-wise- regression procedure).
According to the result of the data analysis, the main findings are as follows:
1. The whole performance of the Kaohsiung junior high school teachersâ psychological capital is middle-high level .Among the sectional scores, âthe dimension of optimismâ was the highest.
2. The whole performance of the Kaohsiung junior high school teachersâ
emotional labor is middle-high level. Among the sectional scores, âthe dimension of the basic
emotional displayâ was the highest.
3. The whole performance of Kaohsiung junior high school teachersâ organizational citizenship behavior is middle-high level. Among the sectional scores, âthe dimension of non-benefit-orientatedâ was the highest.
4. The male, the elder, the high-educated, the senior, the administrator sense more about the psychological capital.
5. The male, the junior, the administrator sense more about the
emotional labor.
6. The male, the elder, the senior, the administrator, the more than 49 classes sense more about the organizational citizenship behavior.
7. The more the teachersâ psychological capital will be, the better the teachersâ
emotional labor will be.
8. The more the teachersâ psychological capital will be, the better the teachersâ organizational citizenship behavior will be.
9. The more the teachersâ
emotional labor will be, the better the teachersâ organizational citizenship behavior will be.
10. The teachersâ psychological capital and the teachersâ
emotional labor can predict the teachersâ organizational citizenship behavior, and âthe hopeâ is the primary predictable variable.
Findings and conclusion in this research could be used as a reference for school, administrators ,education bureau and researchers to promote practice in operation and future research.
Advisors/Committee Members: Tsai-Feng Cheng (chair), Chin-Tim Zheng (committee member), Pai-Lu Wu (chair).
Subjects/Keywords: Emotional Labor; Psychological Capital; Organizational Citizenship Behavior
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APA (6th Edition):
Hung, M. (2015). A Study on the Relationships among the Junior High School Teachersâ Psychological Capital , Emotional Labor and Organizational Citizenship Behavior in Kaohsiung city. (Thesis). NSYSU. Retrieved from http://etd.lib.nsysu.edu.tw/ETD-db/ETD-search/view_etd?URN=etd-0525115-085351
Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation
Chicago Manual of Style (16th Edition):
Hung, Miao-ju. “A Study on the Relationships among the Junior High School Teachersâ Psychological Capital , Emotional Labor and Organizational Citizenship Behavior in Kaohsiung city.” 2015. Thesis, NSYSU. Accessed February 27, 2021.
http://etd.lib.nsysu.edu.tw/ETD-db/ETD-search/view_etd?URN=etd-0525115-085351.
Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation
MLA Handbook (7th Edition):
Hung, Miao-ju. “A Study on the Relationships among the Junior High School Teachersâ Psychological Capital , Emotional Labor and Organizational Citizenship Behavior in Kaohsiung city.” 2015. Web. 27 Feb 2021.
Vancouver:
Hung M. A Study on the Relationships among the Junior High School Teachersâ Psychological Capital , Emotional Labor and Organizational Citizenship Behavior in Kaohsiung city. [Internet] [Thesis]. NSYSU; 2015. [cited 2021 Feb 27].
Available from: http://etd.lib.nsysu.edu.tw/ETD-db/ETD-search/view_etd?URN=etd-0525115-085351.
Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation
Council of Science Editors:
Hung M. A Study on the Relationships among the Junior High School Teachersâ Psychological Capital , Emotional Labor and Organizational Citizenship Behavior in Kaohsiung city. [Thesis]. NSYSU; 2015. Available from: http://etd.lib.nsysu.edu.tw/ETD-db/ETD-search/view_etd?URN=etd-0525115-085351
Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation
Penn State University
17.
Houston, Lawrence.
Keepin’ it real: Race and authenticity as interactive predictors of service performance appraisals.
Degree: 2012, Penn State University
URL: https://submit-etda.libraries.psu.edu/catalog/16230
► Critical to the service provider’s role is providing “service with a smile” (i.e., impression management). In an attempt to remain compliant with organizational display rules,…
(more)
▼ Critical to the service provider’s role is providing “service with a smile” (i.e., impression management). In an attempt to remain compliant with organizational display rules, authenticity is often compromised. That is, employees simply fake a smile and put on enthusiasm. Considering the inconsistency in the effectiveness of “service with a phony smile,” I examined whether the relationship between the authenticity of positive expressions and performance appraisals differed substantially depending on whether the evaluator was African American or European American. I expected that racial differences would exist due to two factors: (1) perceived inauthenticity and (2) value for authenticity. To test my predictions, I obtained reactions to videotaped stimulations that manipulated the authenticity of positive expressions during a hotel check-in encounter. Although racial differences in detection of fake positive expressions and value for authenticity were found in a pilot study of college students, these findings were not replicated in a sample of working adults, suggesting the effects are dependent on age or experience. In contrast to predictions, African Americans and European Americans responded similarly to the authenticity of expressions. African Americans were not more likely than European Americans to attend to nor to weigh inauthentic expressions differently when rating performance. Of importance, however, those who value authenticity reacted more negatively to positive expressions that were perceived as inauthentic. Implications for theory, future research, and practice are discussed.
Advisors/Committee Members: Alicia Ann Grandey, Thesis Advisor/Co-Advisor.
Subjects/Keywords: Impression management; emotional labor; authenticity; performanc
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Manager
APA (6th Edition):
Houston, L. (2012). Keepin’ it real: Race and authenticity as interactive predictors of service performance appraisals. (Thesis). Penn State University. Retrieved from https://submit-etda.libraries.psu.edu/catalog/16230
Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation
Chicago Manual of Style (16th Edition):
Houston, Lawrence. “Keepin’ it real: Race and authenticity as interactive predictors of service performance appraisals.” 2012. Thesis, Penn State University. Accessed February 27, 2021.
https://submit-etda.libraries.psu.edu/catalog/16230.
Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation
MLA Handbook (7th Edition):
Houston, Lawrence. “Keepin’ it real: Race and authenticity as interactive predictors of service performance appraisals.” 2012. Web. 27 Feb 2021.
Vancouver:
Houston L. Keepin’ it real: Race and authenticity as interactive predictors of service performance appraisals. [Internet] [Thesis]. Penn State University; 2012. [cited 2021 Feb 27].
Available from: https://submit-etda.libraries.psu.edu/catalog/16230.
Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation
Council of Science Editors:
Houston L. Keepin’ it real: Race and authenticity as interactive predictors of service performance appraisals. [Thesis]. Penn State University; 2012. Available from: https://submit-etda.libraries.psu.edu/catalog/16230
Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation
Penn State University
18.
Maneotis, Sarina M.
The Role of Prosocial Motives in Predicting Emotional Labor Strategy and Service Performance: Understanding the 'Why' as Well as the 'How'
.
Degree: 2011, Penn State University
URL: https://submit-etda.libraries.psu.edu/catalog/12459
► Positive employee displays, or ‘service with a smile,’ predict customer satisfaction. Thus, it is important to understand how employees create such positive displays. One way…
(more)
▼ Positive employee displays, or ‘service with a smile,’ predict customer satisfaction. Thus, it is important to understand how employees create such positive displays. One way of understanding how employees create positive displays is through the use of
emotional labor, or emotion regulation done for a wage. Two strategies have been focused on in the literature; surface acting (SA), or expression modification, and deep acting (DA), or feeling modification. It is often found that DA relates positively to performance and SA has no relationship. Self Determination Theory and Relational Job Design theory are drawn on to posit that prosocial motives for work are an important individual difference to help increase the field’s understanding of when DA and SA are used and when they predict service performance. It was predicted that prosocial motives would be positively related to DA, and unrelated to SA (hypothesis 1). It was also predicted that while DA would mediate an indirect relationship between prosocial motives and rapport (hypothesis 2), prosocial motives would moderate the negative relationship between SA and rapport (hypothesis 3). Using a field sample of grocery store clerks to test the hypotheses, it was found that prosocial motives were positively related to DA and were negatively related to SA. DA was found to be unrelated to rapport, and thus did not mediate the relationship between prosocial motives and rapport. Prosocial motives did not have a main effect on rapport. Finally, support was found for an interaction between SA and prosocial motives when predicting rapport. When SA was high, performance was nearly the same, regardless of motives. However, when SA was low, those with high prosocial motives were found to be higher performers than those with low prosocial motives. The findings suggest that one must either engage in SA or be prosocially motivated to perform well, but that there is no added benefit of having both. This supports the notion that researchers need to understand why as well as how employees behave at work to understand service performance.
Advisors/Committee Members: Alicia Grandey, Thesis Advisor/Co-Advisor, Alicia Ann Grandey, Thesis Advisor/Co-Advisor.
Subjects/Keywords: Prosocial Motivation; Service Performance; Emotional Labor
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APA (6th Edition):
Maneotis, S. M. (2011). The Role of Prosocial Motives in Predicting Emotional Labor Strategy and Service Performance: Understanding the 'Why' as Well as the 'How'
. (Thesis). Penn State University. Retrieved from https://submit-etda.libraries.psu.edu/catalog/12459
Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation
Chicago Manual of Style (16th Edition):
Maneotis, Sarina M. “The Role of Prosocial Motives in Predicting Emotional Labor Strategy and Service Performance: Understanding the 'Why' as Well as the 'How'
.” 2011. Thesis, Penn State University. Accessed February 27, 2021.
https://submit-etda.libraries.psu.edu/catalog/12459.
Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation
MLA Handbook (7th Edition):
Maneotis, Sarina M. “The Role of Prosocial Motives in Predicting Emotional Labor Strategy and Service Performance: Understanding the 'Why' as Well as the 'How'
.” 2011. Web. 27 Feb 2021.
Vancouver:
Maneotis SM. The Role of Prosocial Motives in Predicting Emotional Labor Strategy and Service Performance: Understanding the 'Why' as Well as the 'How'
. [Internet] [Thesis]. Penn State University; 2011. [cited 2021 Feb 27].
Available from: https://submit-etda.libraries.psu.edu/catalog/12459.
Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation
Council of Science Editors:
Maneotis SM. The Role of Prosocial Motives in Predicting Emotional Labor Strategy and Service Performance: Understanding the 'Why' as Well as the 'How'
. [Thesis]. Penn State University; 2011. Available from: https://submit-etda.libraries.psu.edu/catalog/12459
Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation
Texas A&M University
19.
Haman, Mary Kathryn.
Experiencing emotional labor: an analysis of the discursive construction of emotional labor.
Degree: MA, Speech Communication, 2007, Texas A&M University
URL: http://hdl.handle.net/1969.1/5005
► This study analyzes how employees at a university recreation center discursively construct their experiences of emotional labor, how they conceptualize such behavior in terms of…
(more)
▼ This study analyzes how employees at a university recreation center discursively
construct their experiences of
emotional labor, how they conceptualize such behavior in
terms of displaying unfelt emotions and faking in good and bad faith, and what these
discursive constructions reveal about their perceptions of authenticity. The findings
demonstrate that workers construct
emotional labor as a natural ability and as performing
a role. People who construct
emotional labor as a natural ability depict themselves as the
controller of their workplace emotion. They display unfelt emotions in good faith when
they do so to uphold anotherâÂÂs face, and they believe that they possess a true self.
Employees who construct
emotional labor as performing a role view their supervisors as
controller of their workplace emotion. They fake emotions in good faith when doing so
uphold their own face, and they fake in bad faith when it upholds the face of a co-worker
who they feel needs to be disciplined. These people do not possess a sense of authentic
self. They view themselves as multi-faceted and they say that they use social
comparison to determine how to behave in particular situations. These findings reveal
previously unexplored complexities in scholarsâ conceptions of
emotional labor and
authenticity.
Advisors/Committee Members: Putnam, Linda L. (advisor), Callahan, Jamie (committee member), Miller, Katherine I. (committee member).
Subjects/Keywords: Discourse; Emotional Labor
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APA ·
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APA (6th Edition):
Haman, M. K. (2007). Experiencing emotional labor: an analysis of the discursive construction of emotional labor. (Masters Thesis). Texas A&M University. Retrieved from http://hdl.handle.net/1969.1/5005
Chicago Manual of Style (16th Edition):
Haman, Mary Kathryn. “Experiencing emotional labor: an analysis of the discursive construction of emotional labor.” 2007. Masters Thesis, Texas A&M University. Accessed February 27, 2021.
http://hdl.handle.net/1969.1/5005.
MLA Handbook (7th Edition):
Haman, Mary Kathryn. “Experiencing emotional labor: an analysis of the discursive construction of emotional labor.” 2007. Web. 27 Feb 2021.
Vancouver:
Haman MK. Experiencing emotional labor: an analysis of the discursive construction of emotional labor. [Internet] [Masters thesis]. Texas A&M University; 2007. [cited 2021 Feb 27].
Available from: http://hdl.handle.net/1969.1/5005.
Council of Science Editors:
Haman MK. Experiencing emotional labor: an analysis of the discursive construction of emotional labor. [Masters Thesis]. Texas A&M University; 2007. Available from: http://hdl.handle.net/1969.1/5005
20.
Singh, Diana.
EMOTIONAL LABOR FROM AN OCCUPATIONAL LENS.
Degree: PhD, 2019, McMaster University
URL: http://hdl.handle.net/11375/24362
► The management and display of emotions has become a pervasive occupational role requirement for many workers in the service industry. Service workers’ interactions with clients…
(more)
▼ The management and display of emotions has become a pervasive occupational role requirement for many workers in the service industry. Service workers’ interactions with clients or customers exposes them to occupational requirements where they must effectively display certain emotions, while at the same time internally suppressing other felt emotions—a type of work activity referred to by Arlie Hochschild (1983) as emotional labor. Despite a vast literature on the subject, there remain a number of knowledge gaps regarding the consequences of emotional labor. My dissertation addresses this issue by merging occupational-level data with a national survey dataset of American workers to examine a variety of consequences of emotional labor using a multidimensional approach. I reveal that emotional labor poses the greatest threat to well-being in resource deprived work contexts, and that occupations that have little job control are mostly occupied by minority women. I also find that high control beliefs serve as an important psychological resource for men that can buffer the strain that leads to customer/client conflict in emotional labor intensive occupations.
Thesis
Doctor of Philosophy (PhD)
Advisors/Committee Members: Glavin, Paul, Sociology.
Subjects/Keywords: Emotional Labor; Emotions; Health; Stress; Gender
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APA ·
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APA (6th Edition):
Singh, D. (2019). EMOTIONAL LABOR FROM AN OCCUPATIONAL LENS. (Doctoral Dissertation). McMaster University. Retrieved from http://hdl.handle.net/11375/24362
Chicago Manual of Style (16th Edition):
Singh, Diana. “EMOTIONAL LABOR FROM AN OCCUPATIONAL LENS.” 2019. Doctoral Dissertation, McMaster University. Accessed February 27, 2021.
http://hdl.handle.net/11375/24362.
MLA Handbook (7th Edition):
Singh, Diana. “EMOTIONAL LABOR FROM AN OCCUPATIONAL LENS.” 2019. Web. 27 Feb 2021.
Vancouver:
Singh D. EMOTIONAL LABOR FROM AN OCCUPATIONAL LENS. [Internet] [Doctoral dissertation]. McMaster University; 2019. [cited 2021 Feb 27].
Available from: http://hdl.handle.net/11375/24362.
Council of Science Editors:
Singh D. EMOTIONAL LABOR FROM AN OCCUPATIONAL LENS. [Doctoral Dissertation]. McMaster University; 2019. Available from: http://hdl.handle.net/11375/24362
Leiden University
21.
Grooth Huizing, Maarten de.
Emotional Labor: The Cinematic Language of the Contemporary Female Auteur Director.
Degree: 2020, Leiden University
URL: http://hdl.handle.net/1887/123065
This thesis is a study of female cinematic language. It explores how female-authored cinema represents and defines femininity.
Advisors/Committee Members: Newton, Dr. Michael (advisor).Subjects/Keywords: Cinematic Language; Emotional Labor; New Wave movement
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APA ·
Chicago ·
MLA ·
Vancouver ·
CSE |
Export
to Zotero / EndNote / Reference
Manager
APA (6th Edition):
Grooth Huizing, M. d. (2020). Emotional Labor: The Cinematic Language of the Contemporary Female Auteur Director. (Masters Thesis). Leiden University. Retrieved from http://hdl.handle.net/1887/123065
Chicago Manual of Style (16th Edition):
Grooth Huizing, Maarten de. “Emotional Labor: The Cinematic Language of the Contemporary Female Auteur Director.” 2020. Masters Thesis, Leiden University. Accessed February 27, 2021.
http://hdl.handle.net/1887/123065.
MLA Handbook (7th Edition):
Grooth Huizing, Maarten de. “Emotional Labor: The Cinematic Language of the Contemporary Female Auteur Director.” 2020. Web. 27 Feb 2021.
Vancouver:
Grooth Huizing Md. Emotional Labor: The Cinematic Language of the Contemporary Female Auteur Director. [Internet] [Masters thesis]. Leiden University; 2020. [cited 2021 Feb 27].
Available from: http://hdl.handle.net/1887/123065.
Council of Science Editors:
Grooth Huizing Md. Emotional Labor: The Cinematic Language of the Contemporary Female Auteur Director. [Masters Thesis]. Leiden University; 2020. Available from: http://hdl.handle.net/1887/123065
Uppsala University
22.
Ocklind, Matilda.
En känsla för service : En studie av känsloarbete inom restaurangbranschen.
Degree: Sociology, 2017, Uppsala University
URL: http://urn.kb.se/resolve?urn=urn:nbn:se:uu:diva-313972
► Denna uppsats behandlar hur timanställda inom restaurangbranschen använder sina känslor för att utföra sitt jobb som servitris. Hochschilds teori om känsloarbete har använts för…
(more)
▼ Denna uppsats behandlar hur timanställda inom restaurangbranschen använder sina känslor för att utföra sitt jobb som servitris. Hochschilds teori om känsloarbete har använts för att förstå arbetet med känslor som ligger bakom service, medan Goffmans dramaturgiska teori nyttjades för att ge större förståelse för rollen som timanställd och vad det innebär i relation till varandra. Semistrukturerade intervjuer genomfördes med åtta timanställda i 20-årsåldern. Resultatet visar att rollen som timanställd ofta gör känsloarbete mer påfrestande då möjligheterna till att ventilera är mindre på grund av sämre relationer till chefer och kollegor, samt att mindre eller ingen återkoppling och otydliga förhållningsregler försvårar arbetet. De kvinnliga servitriser som intervjuades behövde dessutom utföra en form av dubbelt känsloarbete gentemot såväl kunden som andra kollegor.
Subjects/Keywords: Emotional labor; service; servitris; Sociology; Sociologi
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APA ·
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Manager
APA (6th Edition):
Ocklind, M. (2017). En känsla för service : En studie av känsloarbete inom restaurangbranschen. (Thesis). Uppsala University. Retrieved from http://urn.kb.se/resolve?urn=urn:nbn:se:uu:diva-313972
Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation
Chicago Manual of Style (16th Edition):
Ocklind, Matilda. “En känsla för service : En studie av känsloarbete inom restaurangbranschen.” 2017. Thesis, Uppsala University. Accessed February 27, 2021.
http://urn.kb.se/resolve?urn=urn:nbn:se:uu:diva-313972.
Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation
MLA Handbook (7th Edition):
Ocklind, Matilda. “En känsla för service : En studie av känsloarbete inom restaurangbranschen.” 2017. Web. 27 Feb 2021.
Vancouver:
Ocklind M. En känsla för service : En studie av känsloarbete inom restaurangbranschen. [Internet] [Thesis]. Uppsala University; 2017. [cited 2021 Feb 27].
Available from: http://urn.kb.se/resolve?urn=urn:nbn:se:uu:diva-313972.
Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation
Council of Science Editors:
Ocklind M. En känsla för service : En studie av känsloarbete inom restaurangbranschen. [Thesis]. Uppsala University; 2017. Available from: http://urn.kb.se/resolve?urn=urn:nbn:se:uu:diva-313972
Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation
IUPUI
23.
Fischer, Melanie Watkins.
The Impact of Emotional Labor on Burnout Over Time : How Emotional Work Impacts Well-Being at Work.
Degree: 2019, IUPUI
URL: http://hdl.handle.net/1805/18886
► Indiana University-Purdue University Indianapolis (IUPUI)
Burnout is the emotional, mental, and physical strain associated with prolonged work stress (Maslach, Jackson, & Leiter, 1986). Although this…
(more)
▼ Indiana University-Purdue University Indianapolis (IUPUI)
Burnout is the emotional, mental, and physical strain associated with prolonged work stress (Maslach, Jackson, & Leiter, 1986). Although this is a problem in many professions, mental health providers are at a heightened risk of burnout (Salyers et al., 2015). One of the reasons for this increase in burnout may be the demands put on mental health workers to manage their own emotions while dealing with the intense emotional and mental health situations of their clients. Emotional labor, or the management of emotions at work, is conceptualized as two different emotion regulation strategies: surface acting and deep acting (Grandey, 2000). Surface acting, or faking emotions, has been associated with significant mental health and job-related problems, including burnout in populations such as call center employees and service workers. The psychological impact of deep acting, or internally attempting to change your emotions, is less clear, and may actually be associated with positive outcomes (Hülsheger & Schewe, 2011). However, little work has looked at the impact of emotional labor on mental health providers. The current study aims to examine how surface acting and deep acting are related to burnout over time in mental health providers. The proposed study is secondary analysis from a Patient Centered Outcomes Research Institute (PCORI) funded trial “The impact of burnout on patient-centered care: A comparative effectiveness trial in mental health (Salyers et al., 2018). 193 Clinicians reported burnout symptoms and frequency of employing emotional labor strategies at baseline, with 127 clinicians completing all four time-points: baseline, 3 months, 6 months, and 12 months. Data were analyzed using multiple regression analyses and cross-lagged panels to examine the impact of surface acting and deep acting on burnout over the course of 12 months. Surface acting was significantly associated with all three dimensions of burnout (emotional exhaustion, depersonalization and reduced personal accomplishment) cross-sectionally. Using cross-lagged panel models, depersonalization at baseline significantly predicted surface acting three and six months later. Surface acting and personal accomplishment had a bidirectional relationship: increased surface acting at baseline was associated with personal accomplishment at three months and decreased personal accomplishment at baseline and was associated with increased surface acting at three and six months. Deep acting moderated the relationship between surface acting and personal accomplishment at baseline, but not longitudinally. The current study is the first study that has examined the relationship between surface acting and burnout in community mental health professionals. While surface acting may not result in burnout three months later for dimensions other than personal accomplishment, two dimensions of burnout (depersonalization and decreased personal accomplishment) were associated with higher levels of surface acting…
Advisors/Committee Members: Salyers, Michelle P., Rand, Kevin L., Zapolski, Tamika C.B..
Subjects/Keywords: Burnout; Emotional labor; Mental health providers
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APA (6th Edition):
Fischer, M. W. (2019). The Impact of Emotional Labor on Burnout Over Time : How Emotional Work Impacts Well-Being at Work. (Thesis). IUPUI. Retrieved from http://hdl.handle.net/1805/18886
Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation
Chicago Manual of Style (16th Edition):
Fischer, Melanie Watkins. “The Impact of Emotional Labor on Burnout Over Time : How Emotional Work Impacts Well-Being at Work.” 2019. Thesis, IUPUI. Accessed February 27, 2021.
http://hdl.handle.net/1805/18886.
Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation
MLA Handbook (7th Edition):
Fischer, Melanie Watkins. “The Impact of Emotional Labor on Burnout Over Time : How Emotional Work Impacts Well-Being at Work.” 2019. Web. 27 Feb 2021.
Vancouver:
Fischer MW. The Impact of Emotional Labor on Burnout Over Time : How Emotional Work Impacts Well-Being at Work. [Internet] [Thesis]. IUPUI; 2019. [cited 2021 Feb 27].
Available from: http://hdl.handle.net/1805/18886.
Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation
Council of Science Editors:
Fischer MW. The Impact of Emotional Labor on Burnout Over Time : How Emotional Work Impacts Well-Being at Work. [Thesis]. IUPUI; 2019. Available from: http://hdl.handle.net/1805/18886
Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation
University of Louisville
24.
Pruitt, Allison Scott.
Emotional labor in a gendered occupation : the work of a female funeral director.
Degree: MA, 2012, University of Louisville
URL: 10.18297/etd/1160
;
https://ir.library.louisville.edu/etd/1160
► Hochschild (1983) stated that emotional labor has unique consequences for women. However, most studies of these consequences have been situated in feminized occupations which have…
(more)
▼ Hochschild (1983) stated that
emotional labor has unique consequences for women. However, most studies of these consequences have been situated in feminized occupations which have wage penalties and little upward mobility (see Sweet and Meiksins, 2004). This poses a problem as it may be difficult to tease apart what stressors are the result of
emotional labor and which are a part of the broader issues of feminized work. The present research suggests that the funeral industry is a unique context for the study of women's
emotional labor, as it is a numerically male dominated profession (BLS, 2010). Using semi-structured, in-depth interviews with thirteen female funeral directors, the present research explored how women connected work roles and societal norms. The results suggest that beliefs in gender essentialism, or beliefs in other's essentialism, may influence how women experience and perform
emotional labor.
Advisors/Committee Members: Beggan, James K..
Subjects/Keywords: Emotional labor; Funeral industry; Transgendered occupations; Gender
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APA (6th Edition):
Pruitt, A. S. (2012). Emotional labor in a gendered occupation : the work of a female funeral director. (Masters Thesis). University of Louisville. Retrieved from 10.18297/etd/1160 ; https://ir.library.louisville.edu/etd/1160
Chicago Manual of Style (16th Edition):
Pruitt, Allison Scott. “Emotional labor in a gendered occupation : the work of a female funeral director.” 2012. Masters Thesis, University of Louisville. Accessed February 27, 2021.
10.18297/etd/1160 ; https://ir.library.louisville.edu/etd/1160.
MLA Handbook (7th Edition):
Pruitt, Allison Scott. “Emotional labor in a gendered occupation : the work of a female funeral director.” 2012. Web. 27 Feb 2021.
Vancouver:
Pruitt AS. Emotional labor in a gendered occupation : the work of a female funeral director. [Internet] [Masters thesis]. University of Louisville; 2012. [cited 2021 Feb 27].
Available from: 10.18297/etd/1160 ; https://ir.library.louisville.edu/etd/1160.
Council of Science Editors:
Pruitt AS. Emotional labor in a gendered occupation : the work of a female funeral director. [Masters Thesis]. University of Louisville; 2012. Available from: 10.18297/etd/1160 ; https://ir.library.louisville.edu/etd/1160
University of New South Wales
25.
Wu, Yu.
A review, synthesis, and research agenda for the customer service experience, and an investigation of customer mistreatment dimensions.
Degree: Management, 2019, University of New South Wales
URL: http://handle.unsw.edu.au/1959.4/62232
;
https://unsworks.unsw.edu.au/fapi/datastream/unsworks:58347/SOURCE02?view=true
► In this thesis, two studies are presented focusing on customer service between service employees and customers. In Study 1, 18 years of customer service literature…
(more)
▼ In this thesis, two studies are presented focusing on customer service between service employees and customers. In Study 1, 18 years of customer service literature published in key service research outlets since 2000 was reviewed. Specifically, a review and synthesis of key theoretical perspectives and empirical findings were completed for three research areas: (a) affect in customer service, including
emotional labor and
emotional contagion processes; (b) customer mistreatment; (c) customer service behaviors, including customer orientation and service-oriented citizenship behaviors. The culmination was a critical assessment of the 18 years literature and concluded a discussion of future research agendas and practical implications for service managers.Study 2 was an experimental study focusing on the effect of different facets of customer mistreatment on service employee’s well-being and work behavior. Previous research studies have examined customer mistreatment as a fairly broad and global construct, which does not capture the multidimensionality of customer mistreatment. To extend our understanding about the effects of customer mistreatment, Study 2 examined the effect of two customer mistreatment facets, intensity of customer mistreatment and target of customer mistreatment, on service employees’ feeling of
emotional exhaustion and desire for revenge. Video-based methods were used to manipulate intensity and target of customer mistreatment. 220 undergraduates from an Australian university participated the study in exchange for course credits. Data analysis results showed that the relationship between different facets of customer mistreatment and service employee’s feelings of
emotional exhaustion and desire for revenge is mediated by service employee’s negative emotions. Besides, when the intensity of customer mistreatment is high, the mediated relationship between customer mistreatment and its consequences on service employee’s feelings of
emotional exhaustions and desire for revenge is more salient. When the customer mistreatment is employee-targeted, the mediated relationship between customer mistreatment and its consequences on service employee’s feelings of
emotional exhaustions and customer mistreatment is more salient. Finally, theoretical contributions and practical implications were discussed. This thesis adopted positivist approach with journal article-based thesis format.
Advisors/Committee Members: Groth, Markus, Management, Australian School of Business, UNSW.
Subjects/Keywords: Customer mistreatment; Customer service; Emotional labor
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Manager
APA (6th Edition):
Wu, Y. (2019). A review, synthesis, and research agenda for the customer service experience, and an investigation of customer mistreatment dimensions. (Masters Thesis). University of New South Wales. Retrieved from http://handle.unsw.edu.au/1959.4/62232 ; https://unsworks.unsw.edu.au/fapi/datastream/unsworks:58347/SOURCE02?view=true
Chicago Manual of Style (16th Edition):
Wu, Yu. “A review, synthesis, and research agenda for the customer service experience, and an investigation of customer mistreatment dimensions.” 2019. Masters Thesis, University of New South Wales. Accessed February 27, 2021.
http://handle.unsw.edu.au/1959.4/62232 ; https://unsworks.unsw.edu.au/fapi/datastream/unsworks:58347/SOURCE02?view=true.
MLA Handbook (7th Edition):
Wu, Yu. “A review, synthesis, and research agenda for the customer service experience, and an investigation of customer mistreatment dimensions.” 2019. Web. 27 Feb 2021.
Vancouver:
Wu Y. A review, synthesis, and research agenda for the customer service experience, and an investigation of customer mistreatment dimensions. [Internet] [Masters thesis]. University of New South Wales; 2019. [cited 2021 Feb 27].
Available from: http://handle.unsw.edu.au/1959.4/62232 ; https://unsworks.unsw.edu.au/fapi/datastream/unsworks:58347/SOURCE02?view=true.
Council of Science Editors:
Wu Y. A review, synthesis, and research agenda for the customer service experience, and an investigation of customer mistreatment dimensions. [Masters Thesis]. University of New South Wales; 2019. Available from: http://handle.unsw.edu.au/1959.4/62232 ; https://unsworks.unsw.edu.au/fapi/datastream/unsworks:58347/SOURCE02?view=true
University of New South Wales
26.
Wang, Karyn.
The Role of Emotional Labor in Services: How Employee Emotional Labor Influences Organizational Outcomes.
Degree: Management, 2015, University of New South Wales
URL: http://handle.unsw.edu.au/1959.4/54292
;
https://unsworks.unsw.edu.au/fapi/datastream/unsworks:34691/SOURCE02?view=true
► Emotional labor concerns the intrapsychic experience of managing feelings and displays in order to produce appropriate emotional displays for the purposes of work. Most of…
(more)
▼ Emotional labor concerns the intrapsychic experience of managing feelings and displays in order to produce appropriate
emotional displays for the purposes of work. Most of the
emotional labor literature concerns how its performance affects employee outcomes, such as strain and burnout. However, the commonly held assumption that
emotional labor is performed for the benefit of the organization has received less attention, with largely inconsistent findings. In this thesis, I present three disparate studies that examine the relationship between employee
emotional labor and customer service outcomes more closely. In the first study, I test whether the inconsistent findings regarding the effects of surface acting on customer outcomes can be, in part, attributed to the conceptualization of surface acting and the moderating role of the service context. In the second study, I examine whether the commonly assumed, but rarely tested, concept of nonconscious
emotional labor can be triggered by standard priming procedures and compare the effects of nonconscious
emotional labor strategies with their conscious counterparts across a variety of social, cognitive, and affective service outcomes. Finally, in the third study, I consider the role of customer judgment processes and
emotional intelligence in determining the extent to which employee’s surface acting is detrimental to customer service outcomes. Results suggest that suppressing negative emotions, but not faking positive emotions, has a negative impact on customer service outcomes, but only in service contexts that are highly personalized and when the customer and employee do not have an established relationship. Nonconscious reappraisal is associated with largely beneficial outcomes across a range of service outcomes, compared to their conscious counterparts, but nonconscious suppression is associated with poorer outcomes. Processes that enable more automatic and heuristic judgments predicts more accurate inferences regarding the affective performance of employees, but only when
emotional intelligence is also high. The theoretical and practical implications of these findings are discussed.
Advisors/Committee Members: Groth, Markus, Management, Australian School of Business, UNSW.
Subjects/Keywords: Emotion Regulation; Emotional Labor; Emotions; Service Management
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Manager
APA (6th Edition):
Wang, K. (2015). The Role of Emotional Labor in Services: How Employee Emotional Labor Influences Organizational Outcomes. (Doctoral Dissertation). University of New South Wales. Retrieved from http://handle.unsw.edu.au/1959.4/54292 ; https://unsworks.unsw.edu.au/fapi/datastream/unsworks:34691/SOURCE02?view=true
Chicago Manual of Style (16th Edition):
Wang, Karyn. “The Role of Emotional Labor in Services: How Employee Emotional Labor Influences Organizational Outcomes.” 2015. Doctoral Dissertation, University of New South Wales. Accessed February 27, 2021.
http://handle.unsw.edu.au/1959.4/54292 ; https://unsworks.unsw.edu.au/fapi/datastream/unsworks:34691/SOURCE02?view=true.
MLA Handbook (7th Edition):
Wang, Karyn. “The Role of Emotional Labor in Services: How Employee Emotional Labor Influences Organizational Outcomes.” 2015. Web. 27 Feb 2021.
Vancouver:
Wang K. The Role of Emotional Labor in Services: How Employee Emotional Labor Influences Organizational Outcomes. [Internet] [Doctoral dissertation]. University of New South Wales; 2015. [cited 2021 Feb 27].
Available from: http://handle.unsw.edu.au/1959.4/54292 ; https://unsworks.unsw.edu.au/fapi/datastream/unsworks:34691/SOURCE02?view=true.
Council of Science Editors:
Wang K. The Role of Emotional Labor in Services: How Employee Emotional Labor Influences Organizational Outcomes. [Doctoral Dissertation]. University of New South Wales; 2015. Available from: http://handle.unsw.edu.au/1959.4/54292 ; https://unsworks.unsw.edu.au/fapi/datastream/unsworks:34691/SOURCE02?view=true
Texas State University – San Marcos
27.
Powell, Alyssa.
Emotional Labor and the Pawnshop Worker.
Degree: MA, Sociology, 2011, Texas State University – San Marcos
URL: https://digital.library.txstate.edu/handle/10877/2503
► The preponderance of the service sector in the U.S. has led sociologists to study how service workers may encounter exploitation in a variety of service…
(more)
▼ The preponderance of the service sector in the U.S. has led sociologists to study how service workers may encounter exploitation in a variety of service occupations (Erickson 2004). Currently, no sociologists have studied the possible forms of exploitation that may affect pawnshop workers. This study is guided by Hochschild‘s (1983) theory of
emotional labor, using semi-structured, in-depth interviews with 15 pawnshop workers. My data suggest new ways of thinking about
emotional labor among service workers. I find that there are positive and negative aspects of
emotional labor performances of pawnshop workers. The triangular relations within pawnshops differ from many service occupations within the U.S. I also find that gender influences pawnshop interactions. My conclusion discusses the implications of these findings on Hochschild‘s (1983) concept of
emotional labor, the limitations and advantages to this study, and avenues for future research.
Advisors/Committee Members: Giuffre, Patti (advisor), Harris, Deborah (committee member), McKinney, Audrey (committee member).
Subjects/Keywords: Emotional labor; Pawnshop employees; Action network theory
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APA ·
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MLA ·
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CSE |
Export
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Manager
APA (6th Edition):
Powell, A. (2011). Emotional Labor and the Pawnshop Worker. (Masters Thesis). Texas State University – San Marcos. Retrieved from https://digital.library.txstate.edu/handle/10877/2503
Chicago Manual of Style (16th Edition):
Powell, Alyssa. “Emotional Labor and the Pawnshop Worker.” 2011. Masters Thesis, Texas State University – San Marcos. Accessed February 27, 2021.
https://digital.library.txstate.edu/handle/10877/2503.
MLA Handbook (7th Edition):
Powell, Alyssa. “Emotional Labor and the Pawnshop Worker.” 2011. Web. 27 Feb 2021.
Vancouver:
Powell A. Emotional Labor and the Pawnshop Worker. [Internet] [Masters thesis]. Texas State University – San Marcos; 2011. [cited 2021 Feb 27].
Available from: https://digital.library.txstate.edu/handle/10877/2503.
Council of Science Editors:
Powell A. Emotional Labor and the Pawnshop Worker. [Masters Thesis]. Texas State University – San Marcos; 2011. Available from: https://digital.library.txstate.edu/handle/10877/2503
Uppsala University
28.
Möllenberg, Ida.
Kunden har alltid rätt? : En kvalitativ studie om personalstyrning på Apoteket AB.
Degree: Sociology, 2013, Uppsala University
URL: http://urn.kb.se/resolve?urn=urn:nbn:se:uu:diva-201315
► Apotekssektorn omreglerades 2009 och Apoteket AB miste genom detta ensamrätten till att sälja läkemedel. En ny konkurrens har för Apoteket AB bidragit till en…
(more)
▼ Apotekssektorn omreglerades 2009 och Apoteket AB miste genom detta ensamrätten till att sälja läkemedel. En ny konkurrens har för Apoteket AB bidragit till en förändrad situation som inneburit att nya krav ställts både på företaget och på dess personal. Denna studie syftar till att undersöka Apoteket ABs verksamhet, efter omregleringen av apotekssektorn, med fokus på företagets personalstyrning. Undersökningen riktar sig mot hur företaget vill att deras anställda ska arbeta för att attrahera och behålla kunder. Vidare har ändamålet varit att ta reda på företagets tillvägagångsätt för att implementera detta arbetssätt i verksamheten, samt att ta reda på hur de kontrollerar att det nya arbetssättet bibehålls. För att undersöka detta har datamaterial från sju intervjuer, tre av Apoteket ABs årsredovisningar samt tjugo rekryteringsannonser analyserats. Studiens teoretiska utgångspunkt är Hochschilds (1983) teori om emotional labor, vilken handlar om hur serviceinriktade organisationer använder sig av medarbetares känslor och emotioner som en resurs. Resultatet i studien visar att Apoteket AB har för avsikt att implementera ett mer kundorienterat arbetssätt, där användningen av emotional labor skulle kunna antas bli alltmer aktuell. Dock tyder delar av datamaterialet på att implementeringen av detta arbetssätt inte har etablerats hos samtliga apotek.
In 2009, the pharmacy sector was re-regulated and through that, Apoteket AB lost their monopoly to sell medicine. The new competition has contributed to a changed situation for Apoteket AB, which has led to new requirements on the company and their employees. This study aims to examine the organization of Apoteket AB, after the re-regulation of the pharmacy sector, focusing on the personnel management of the company. The study concentrates on how the company wants their employees to work to attract and keep customers. The purpose has also been to investigate the company’s approach to implementing this way of working in the organization, and to explore how they control that it is maintained. To examine this, data from seven interviews, three of Apoteket ABs annual reports and twenty recruitment ads have been analyzed. The theoretical base of this study is Hochschilds (1983) theory of emotional labor, which encompasses how service oriented organizations make use of employees’ feelings and emotions as a resource. The result of the study shows that Apoteket AB intends to implement a more customer oriented approach, where the use of emotional labor could be expected to become more relevant. However, parts of the data suggest that the implementation of this way of working has not fully been established at all of the pharmacies.
Subjects/Keywords: personnel management; emotional labor; service work; re-regulation; personalstyrning; emotional labor; servicearbete; omreglering
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Manager
APA (6th Edition):
Möllenberg, I. (2013). Kunden har alltid rätt? : En kvalitativ studie om personalstyrning på Apoteket AB. (Thesis). Uppsala University. Retrieved from http://urn.kb.se/resolve?urn=urn:nbn:se:uu:diva-201315
Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation
Chicago Manual of Style (16th Edition):
Möllenberg, Ida. “Kunden har alltid rätt? : En kvalitativ studie om personalstyrning på Apoteket AB.” 2013. Thesis, Uppsala University. Accessed February 27, 2021.
http://urn.kb.se/resolve?urn=urn:nbn:se:uu:diva-201315.
Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation
MLA Handbook (7th Edition):
Möllenberg, Ida. “Kunden har alltid rätt? : En kvalitativ studie om personalstyrning på Apoteket AB.” 2013. Web. 27 Feb 2021.
Vancouver:
Möllenberg I. Kunden har alltid rätt? : En kvalitativ studie om personalstyrning på Apoteket AB. [Internet] [Thesis]. Uppsala University; 2013. [cited 2021 Feb 27].
Available from: http://urn.kb.se/resolve?urn=urn:nbn:se:uu:diva-201315.
Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation
Council of Science Editors:
Möllenberg I. Kunden har alltid rätt? : En kvalitativ studie om personalstyrning på Apoteket AB. [Thesis]. Uppsala University; 2013. Available from: http://urn.kb.se/resolve?urn=urn:nbn:se:uu:diva-201315
Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation
NSYSU
29.
Chang, Ya-Ting.
Service workers' emotional labor, job stress, job attitudes, and job performance: A meta-analytic review.
Degree: Master, Human Resource Management, 2012, NSYSU
URL: http://etd.lib.nsysu.edu.tw/ETD-db/ETD-search/view_etd?URN=etd-0720112-013033
► The purpose of this study is to integrate the past studies of the consequences of emotional labor via meta-analysis. We tested the relationships between emotional…
(more)
▼ The purpose of this study is to integrate the past studies of the consequences of
emotional labor via meta-analysis. We tested the relationships between
emotional labor, job pressure, job attitudes, and job performance outcomes. Besides, we analyzed the effects of three potential moderators on above relationships: service categories (service relationship/service encounter) and sources of performance ratings (self-rating/ independent-rating).
We included 31 independent studies in our meta-analysis and applied Hunter & Schmidtâs (2004) approach to calculate the effect size for testing our hypothesis. Results revealed that surface acting was positively related to
emotional exhaustion and negatively related to organization commitment. In addition, deep acting was positively related to job satisfaction, organization commitment and service performance. Finally, Service categories moderated the relationships between surface acting, job satisfaction and service performance. Implication for practices and suggestion for future research are also discussed.
Advisors/Committee Members: Tun-Chun Huang (chair), Li- Fang Chou (chair), Nai-Wen Chi (committee member).
Subjects/Keywords: meta-analysis; emotional labor; job performance; emotional exhaustion; job satisfaction
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Manager
APA (6th Edition):
Chang, Y. (2012). Service workers' emotional labor, job stress, job attitudes, and job performance: A meta-analytic review. (Thesis). NSYSU. Retrieved from http://etd.lib.nsysu.edu.tw/ETD-db/ETD-search/view_etd?URN=etd-0720112-013033
Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation
Chicago Manual of Style (16th Edition):
Chang, Ya-Ting. “Service workers' emotional labor, job stress, job attitudes, and job performance: A meta-analytic review.” 2012. Thesis, NSYSU. Accessed February 27, 2021.
http://etd.lib.nsysu.edu.tw/ETD-db/ETD-search/view_etd?URN=etd-0720112-013033.
Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation
MLA Handbook (7th Edition):
Chang, Ya-Ting. “Service workers' emotional labor, job stress, job attitudes, and job performance: A meta-analytic review.” 2012. Web. 27 Feb 2021.
Vancouver:
Chang Y. Service workers' emotional labor, job stress, job attitudes, and job performance: A meta-analytic review. [Internet] [Thesis]. NSYSU; 2012. [cited 2021 Feb 27].
Available from: http://etd.lib.nsysu.edu.tw/ETD-db/ETD-search/view_etd?URN=etd-0720112-013033.
Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation
Council of Science Editors:
Chang Y. Service workers' emotional labor, job stress, job attitudes, and job performance: A meta-analytic review. [Thesis]. NSYSU; 2012. Available from: http://etd.lib.nsysu.edu.tw/ETD-db/ETD-search/view_etd?URN=etd-0720112-013033
Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation
NSYSU
30.
Hsieh, Pei-ling.
A Study of Relationship among Service Quality Requirement, Emotional Labor, Turnover Intention, Achievement and Emotional Intelligence in Hotel Front Line Staff.
Degree: Master, Human Resource Management, 2015, NSYSU
URL: http://etd.lib.nsysu.edu.tw/ETD-db/ETD-search/view_etd?URN=etd-0602115-102521
► For the hotel industry, the front line staff will influence the image of the organization. They are asked to have the good quality of service…
(more)
▼ For the hotel industry, the front line staff will influence the image of the organization. They are asked to have the good quality of service and it will lead to
emotional labor.
Over time, the problem of
emotional labor may cause the intention to leave for employees. Our research want to solve the problem so we provide two moderators: achievement and
emotional intelligence; we want to understand with the interaction of achievement and
emotional intelligence, whether they will influence the service quality requirement,
emotional labor and turnover intention or not. According to 197 valid returned questionnaire from hotel industry front line staff, finding of our study indicated that surface acting has no mediating effect between service quality requirement and turnover intention. Deep acting has mediating effect between service quality requirement and turnover intention. Moreover, achievement has moderating effect between service quality requirement and deep acting;
emotional intelligence has moderating effect between deep acting and turnover intention. In the end, the suggestion has been offered for the hotel industry.
Advisors/Committee Members: Chin-Kang Jen (chair), Yunshi Liu (chair), I-Heng Chen (committee member).
Subjects/Keywords: Emotional Labor; Service Quality Requirement; Emotional Intelligence; Turnover Intention; Achievement
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APA ·
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Manager
APA (6th Edition):
Hsieh, P. (2015). A Study of Relationship among Service Quality Requirement, Emotional Labor, Turnover Intention, Achievement and Emotional Intelligence in Hotel Front Line Staff. (Thesis). NSYSU. Retrieved from http://etd.lib.nsysu.edu.tw/ETD-db/ETD-search/view_etd?URN=etd-0602115-102521
Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation
Chicago Manual of Style (16th Edition):
Hsieh, Pei-ling. “A Study of Relationship among Service Quality Requirement, Emotional Labor, Turnover Intention, Achievement and Emotional Intelligence in Hotel Front Line Staff.” 2015. Thesis, NSYSU. Accessed February 27, 2021.
http://etd.lib.nsysu.edu.tw/ETD-db/ETD-search/view_etd?URN=etd-0602115-102521.
Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation
MLA Handbook (7th Edition):
Hsieh, Pei-ling. “A Study of Relationship among Service Quality Requirement, Emotional Labor, Turnover Intention, Achievement and Emotional Intelligence in Hotel Front Line Staff.” 2015. Web. 27 Feb 2021.
Vancouver:
Hsieh P. A Study of Relationship among Service Quality Requirement, Emotional Labor, Turnover Intention, Achievement and Emotional Intelligence in Hotel Front Line Staff. [Internet] [Thesis]. NSYSU; 2015. [cited 2021 Feb 27].
Available from: http://etd.lib.nsysu.edu.tw/ETD-db/ETD-search/view_etd?URN=etd-0602115-102521.
Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation
Council of Science Editors:
Hsieh P. A Study of Relationship among Service Quality Requirement, Emotional Labor, Turnover Intention, Achievement and Emotional Intelligence in Hotel Front Line Staff. [Thesis]. NSYSU; 2015. Available from: http://etd.lib.nsysu.edu.tw/ETD-db/ETD-search/view_etd?URN=etd-0602115-102521
Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation
◁ [1] [2] [3] [4] [5] … [11] ▶
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Open Access Theses and Dissertations
