You searched for subject:(emotional labor).
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University of Akron
1.
Leung, Grace A.
Examining the Relationship of Emotional Labor with an
Ability-Based Conceptualization of Emotional Intelligence.
Degree: MA, Psychology, 2008, University of Akron
URL: http://rave.ohiolink.edu/etdc/view?acc_num=akron1217515945 
► This empirical study proposed and tested theoretical links between emotional intelligence (EI) and emotional labor constructs (i.e., display rules, emotional labor strategies), thus expending past…
(more)
▼ This empirical study proposed and tested theoretical
links between
emotional intelligence (EI) and
emotional labor
constructs (i.e., display rules,
emotional labor strategies), thus
expending past work on relationships between individual differences
and
emotional labor. Three
emotional labor strategies (surface
acting, deep acting, and naturally-felt emotions) were expected to
mediate potential effects of EI on two outcomes of
emotional
exhaustion and perceived authenticity. Data were collected from 74
working students at the University of Akron who held part-time or
full time jobs, and their supervisors. Employees completed measures
of EI, display rules,
emotional labor strategies, and
emotional
exhaustion. Their supervisors completed display rule measures and
also rated the authenticity of the employees’
emotional displays.
Results suggested significant relationships of
emotional labor
strategies with
emotional exhaustion and perceived authenticity,
but found minimal support for relationships between EI dimensions
and either
emotional labor strategies or the two outcome
variables.
Advisors/Committee Members: Diefendorff, James M. (Advisor).
Subjects/Keywords: Psychology; emotional intelligence; emotional labor
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APA (6th Edition):
Leung, G. A. (2008). Examining the Relationship of Emotional Labor with an
Ability-Based Conceptualization of Emotional Intelligence. (Masters Thesis). University of Akron. Retrieved from http://rave.ohiolink.edu/etdc/view?acc_num=akron1217515945
Chicago Manual of Style (16th Edition):
Leung, Grace A. “Examining the Relationship of Emotional Labor with an
Ability-Based Conceptualization of Emotional Intelligence.” 2008. Masters Thesis, University of Akron. Accessed September 18, 2019.
http://rave.ohiolink.edu/etdc/view?acc_num=akron1217515945.
MLA Handbook (7th Edition):
Leung, Grace A. “Examining the Relationship of Emotional Labor with an
Ability-Based Conceptualization of Emotional Intelligence.” 2008. Web. 18 Sep 2019.
Vancouver:
Leung GA. Examining the Relationship of Emotional Labor with an
Ability-Based Conceptualization of Emotional Intelligence. [Internet] [Masters thesis]. University of Akron; 2008. [cited 2019 Sep 18].
Available from: http://rave.ohiolink.edu/etdc/view?acc_num=akron1217515945.
Council of Science Editors:
Leung GA. Examining the Relationship of Emotional Labor with an
Ability-Based Conceptualization of Emotional Intelligence. [Masters Thesis]. University of Akron; 2008. Available from: http://rave.ohiolink.edu/etdc/view?acc_num=akron1217515945
University of New South Wales
2.
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 September 18, 2019.
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. 18 Sep 2019.
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 2019 Sep 18].
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
AUT University
3.
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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Manager
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 September 18, 2019.
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. 18 Sep 2019.
Vancouver:
Bondarenko Y. Emotional labour in fieldworkers in a community mental health organisation: a thematic analysis
. [Internet] [Thesis]. AUT University; 2011. [cited 2019 Sep 18].
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 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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Manager
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 September 18, 2019.
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. 18 Sep 2019.
Vancouver:
Stapleton CM. The Use of Emotions in Social Work Practice
. [Internet] [Thesis]. University of Sydney; 2016. [cited 2019 Sep 18].
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 Georgia
5.
Nabring, Richard Lewis.
Consequences of emotional labor: an examination in a for-profit organization.
Degree: MA, Speech Communication, 2004, University of Georgia
URL: http://purl.galileo.usg.edu/uga_etd/nabring_richard_l_200412_ma
► Current theory and research fails to articulate and explain fully the simultaneous oppressive and liberating aspects of emotional labor. Originally conceptualized by Hochschild (1983), employees…
(more)
▼ Current theory and research fails to articulate and explain fully the simultaneous
oppressive and liberating aspects of
emotional labor. Originally conceptualized by Hochschild (1983), employees experience
emotional labor when their organization dictates how they are to feel and express emotions in return for a wage. While the original conceptualization recognized
emotional labor could be either oppressive or liberating, it did not theorize
emotional labor as having simultaneous oppressive and liberating qualities. This study investigates the antecedent conditions, display rules, management strategies and consequences of
emotional labor in a hotel by utilizing a qualitatively driven interview method that solicited recalled conversational episodes. Results show that antecedent conditions and display rules created controlled employees who managed episodes by suppressing emotions. The consequences shared this theme of control by benefiting the organization and harming the employee. Implications for future
emotional labor research and limitations of the present study are also detailed.
Advisors/Committee Members: J. Kevin Barge.
Subjects/Keywords: Emotional labor
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APA ·
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Manager
APA (6th Edition):
Nabring, R. L. (2004). Consequences of emotional labor: an examination in a for-profit organization. (Masters Thesis). University of Georgia. Retrieved from http://purl.galileo.usg.edu/uga_etd/nabring_richard_l_200412_ma
Chicago Manual of Style (16th Edition):
Nabring, Richard Lewis. “Consequences of emotional labor: an examination in a for-profit organization.” 2004. Masters Thesis, University of Georgia. Accessed September 18, 2019.
http://purl.galileo.usg.edu/uga_etd/nabring_richard_l_200412_ma.
MLA Handbook (7th Edition):
Nabring, Richard Lewis. “Consequences of emotional labor: an examination in a for-profit organization.” 2004. Web. 18 Sep 2019.
Vancouver:
Nabring RL. Consequences of emotional labor: an examination in a for-profit organization. [Internet] [Masters thesis]. University of Georgia; 2004. [cited 2019 Sep 18].
Available from: http://purl.galileo.usg.edu/uga_etd/nabring_richard_l_200412_ma.
Council of Science Editors:
Nabring RL. Consequences of emotional labor: an examination in a for-profit organization. [Masters Thesis]. University of Georgia; 2004. Available from: http://purl.galileo.usg.edu/uga_etd/nabring_richard_l_200412_ma
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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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 September 18, 2019.
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. 18 Sep 2019.
Vancouver:
Carnicelli-Filho S. Managing Emotions: White-Water Rafting Guides And The Emotional Labor Theory
. [Internet] [Doctoral dissertation]. University of Otago; 2011. [cited 2019 Sep 18].
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
Uppsala University
7.
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
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APA ·
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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 September 18, 2019.
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. 18 Sep 2019.
Vancouver:
Ocklind M. En känsla för service : En studie av känsloarbete inom restaurangbranschen. [Internet] [Thesis]. Uppsala University; 2017. [cited 2019 Sep 18].
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
University of Arizona
8.
Becker, William J.
SHARED DISPLAY RULES AND EMOTIONAL LABOR IN WORK TEAMS
.
Degree: 2010, University of Arizona
URL: http://hdl.handle.net/10150/194198
► Emotions are an important part of the workplace. Emotional labor describes the monitoring and management of one's emotions at work. Employees perform emotional labor in…
(more)
▼ Emotions are an important part of the workplace.
Emotional labor describes the monitoring and management of one's emotions at work. Employees perform
emotional labor in response to explicit and perceived display rules for
emotional expressions in the workplace. While compliance with these rules is generally beneficial for the organization, it may be detrimental to employee well-being.This study proposes a process model of
emotional labor that extends from display rules to job attitudes and behaviors. It is unique in that it investigates display rules and
emotional labor at the group level of analysis. It also includes coworkers as well as customers as targets of
emotional labor. Display rule commitment is proposed as an important moderator between
emotional labor and important individual job attitudes and behaviors that may account for previously mixed findings in the literature.The hypotheses of this study received general support. Specifically, group level display rules and
emotional labor were viable constructs that had important consequences for job outcomes. Display rule commitment was an important predictor of job attitudes and behaviors and moderated the relationship between group level surface acting and
emotional exhaustion. In addition, group level
emotional labor showed a significant effect on a number of important job outcomes. It also moderated the relationship between individual level
emotional labor and job attitudes and behaviors. These findings provide several promising new insights and directions for
emotional labor research.
Advisors/Committee Members: Cropanzano, Russell (advisor), Ellis, Aleksander (committeemember), Gutek, Barbara (committeemember).
Subjects/Keywords: Display Rules;
Emotion;
Emotional Labor
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APA ·
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Manager
APA (6th Edition):
Becker, W. J. (2010). SHARED DISPLAY RULES AND EMOTIONAL LABOR IN WORK TEAMS
. (Doctoral Dissertation). University of Arizona. Retrieved from http://hdl.handle.net/10150/194198
Chicago Manual of Style (16th Edition):
Becker, William J. “SHARED DISPLAY RULES AND EMOTIONAL LABOR IN WORK TEAMS
.” 2010. Doctoral Dissertation, University of Arizona. Accessed September 18, 2019.
http://hdl.handle.net/10150/194198.
MLA Handbook (7th Edition):
Becker, William J. “SHARED DISPLAY RULES AND EMOTIONAL LABOR IN WORK TEAMS
.” 2010. Web. 18 Sep 2019.
Vancouver:
Becker WJ. SHARED DISPLAY RULES AND EMOTIONAL LABOR IN WORK TEAMS
. [Internet] [Doctoral dissertation]. University of Arizona; 2010. [cited 2019 Sep 18].
Available from: http://hdl.handle.net/10150/194198.
Council of Science Editors:
Becker WJ. SHARED DISPLAY RULES AND EMOTIONAL LABOR IN WORK TEAMS
. [Doctoral Dissertation]. University of Arizona; 2010. Available from: http://hdl.handle.net/10150/194198
University of Plymouth
9.
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 (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 September 18, 2019.
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. 18 Sep 2019.
Vancouver:
Davies K. Emotional dissonance among UK animal technologists : evidence, impact and management implications. [Internet] [Doctoral dissertation]. University of Plymouth; 2014. [cited 2019 Sep 18].
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
North-West University
10.
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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APA ·
Chicago ·
MLA ·
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CSE |
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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 September 18, 2019.
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. 18 Sep 2019.
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 2019 Sep 18].
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
California State University – Sacramento
11.
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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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 September 18, 2019.
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. 18 Sep 2019.
Vancouver:
Benitti P. Evaluating the perceptions and practices of the emotional wellness of higher education leaders. [Internet] [Thesis]. California State University – Sacramento; 2019. [cited 2019 Sep 18].
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
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
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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 September 18, 2019.
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. 18 Sep 2019.
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 2019 Sep 18].
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
University of Ghana
13.
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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APA ·
Chicago ·
MLA ·
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CSE |
Export
to Zotero / EndNote / Reference
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 September 18, 2019.
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. 18 Sep 2019.
Vancouver:
Agyemang CB. Emotional Labour and Psychological Health: A Study of Ghanaian Media Practitioners
. [Internet] [Doctoral dissertation]. University of Ghana; 2017. [cited 2019 Sep 18].
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
University of Manchester
14.
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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MLA ·
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CSE |
Export
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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 September 18, 2019.
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. 18 Sep 2019.
Vancouver:
Horton AMBa. Emotion Regulation in Therapeutic
Relationships. [Internet] [Doctoral dissertation]. University of Manchester; 2019. [cited 2019 Sep 18].
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 Manchester
15.
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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Record Details
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❌
APA ·
Chicago ·
MLA ·
Vancouver ·
CSE |
Export
to Zotero / EndNote / Reference
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 September 18, 2019.
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. 18 Sep 2019.
Vancouver:
Horton A. Emotion regulation in therapeutic relationships. [Internet] [Doctoral dissertation]. University of Manchester; 2019. [cited 2019 Sep 18].
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 Akron
16.
Becker, Cecily J.
Examining the Fit Between Emotional Job Demands and Employee
Emotional Abilities.
Degree: MA, Psychology-Industrial/Organizational, 2009, University of Akron
URL: http://rave.ohiolink.edu/etdc/view?acc_num=akron1245273016
► The purpose of the current study was to examine the effects of different forms of emotional demands-abilities (ED-A) fit on work-related outcomes. The current study…
(more)
▼ The purpose of the current study was to examine the
effects of different forms of
emotional demands-abilities (ED-A)
fit on work-related outcomes. The current study contributes to the
literature by investigating these outcomes using an indirect
approach to measure ED-A fit (i.e.,
emotional job demands and
emotional abilities are assessed separately), permitting the
examination of the effects of different forms of misfit (i.e., too
many demands, too few demands) on outcomes. Additionally, the
current study explored a broader set of outcomes from
emotional
labor theory as well as explored the dimensionality of ED-A fit.
The findings from this study suggest that ED-A fit is composed of
four dimensions – integrative, differentiating,
emotional masking,
and regulation demands and abilities. This study also found that
each of these dimensions predicted outcomes differently and that
nonlinear relationships between
emotional demands and abilities
were found for the integrative dimension of ED-A fit in relating to
felt inauthenticity and for the differentiating dimension of ED-A
fit in relating to felt inauthenticity, physical symptoms, and job
performance. These nonlinear relationships provide a more complete
depiction of how different forms of
emotional fit and misfit relate
to outcomes.
Advisors/Committee Members: Diefendorff, James (Advisor).
Subjects/Keywords: Psychology; Emotional-Demands Abilities Fit; Emotional Labor; Indirect Fit; Emotional Job Demands; Emotional Abilities
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APA (6th Edition):
Becker, C. J. (2009). Examining the Fit Between Emotional Job Demands and Employee
Emotional Abilities. (Masters Thesis). University of Akron. Retrieved from http://rave.ohiolink.edu/etdc/view?acc_num=akron1245273016
Chicago Manual of Style (16th Edition):
Becker, Cecily J. “Examining the Fit Between Emotional Job Demands and Employee
Emotional Abilities.” 2009. Masters Thesis, University of Akron. Accessed September 18, 2019.
http://rave.ohiolink.edu/etdc/view?acc_num=akron1245273016.
MLA Handbook (7th Edition):
Becker, Cecily J. “Examining the Fit Between Emotional Job Demands and Employee
Emotional Abilities.” 2009. Web. 18 Sep 2019.
Vancouver:
Becker CJ. Examining the Fit Between Emotional Job Demands and Employee
Emotional Abilities. [Internet] [Masters thesis]. University of Akron; 2009. [cited 2019 Sep 18].
Available from: http://rave.ohiolink.edu/etdc/view?acc_num=akron1245273016.
Council of Science Editors:
Becker CJ. Examining the Fit Between Emotional Job Demands and Employee
Emotional Abilities. [Masters Thesis]. University of Akron; 2009. Available from: http://rave.ohiolink.edu/etdc/view?acc_num=akron1245273016
University of Ghana
17.
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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MLA ·
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CSE |
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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 September 18, 2019.
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. 18 Sep 2019.
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 2019 Sep 18].
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
Texas A&M University
18.
Haman, Mary Kathryn.
Experiencing emotional labor: an analysis of the discursive construction of emotional labor.
Degree: 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 another??????s 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 scholars?????? 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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MLA ·
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Export
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Manager
APA (6th Edition):
Haman, M. K. (2007). Experiencing emotional labor: an analysis of the discursive construction of emotional labor. (Thesis). Texas A&M University. Retrieved from http://hdl.handle.net/1969.1/5005
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):
Haman, Mary Kathryn. “Experiencing emotional labor: an analysis of the discursive construction of emotional labor.” 2007. Thesis, Texas A&M University. Accessed September 18, 2019.
http://hdl.handle.net/1969.1/5005.
Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation
MLA Handbook (7th Edition):
Haman, Mary Kathryn. “Experiencing emotional labor: an analysis of the discursive construction of emotional labor.” 2007. Web. 18 Sep 2019.
Vancouver:
Haman MK. Experiencing emotional labor: an analysis of the discursive construction of emotional labor. [Internet] [Thesis]. Texas A&M University; 2007. [cited 2019 Sep 18].
Available from: http://hdl.handle.net/1969.1/5005.
Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation
Council of Science Editors:
Haman MK. Experiencing emotional labor: an analysis of the discursive construction of emotional labor. [Thesis]. Texas A&M University; 2007. Available from: http://hdl.handle.net/1969.1/5005
Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation
NSYSU
19.
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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MLA ·
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CSE |
Export
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Manager
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 September 18, 2019.
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. 18 Sep 2019.
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 2019 Sep 18].
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
University of Louisville
20.
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 September 18, 2019.
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. 18 Sep 2019.
Vancouver:
Pruitt AS. Emotional labor in a gendered occupation : the work of a female funeral director. [Internet] [Masters thesis]. University of Louisville; 2012. [cited 2019 Sep 18].
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
Penn State University
21.
Grabarek, Patricia Ewa.
Understanding "Smile School": Emotional Labor Training
Occurrence and Consequences.
Degree: MS, Psychology, 2009, Penn State University
URL: https://etda.libraries.psu.edu/catalog/10201
► Emotional labor is the regulation of emotions in order to meet organizational expectations (Grandey, 2000; Hochschild, 1983). Since it is important in service organizations, understanding…
(more)
▼ Emotional labor is the regulation of emotions in order
to meet organizational expectations (Grandey, 2000; Hochschild,
1983). Since it is important in service organizations,
understanding formal human resources practices in improving
emotional performance is necessary. Selection, monitoring, and
rewarding emotional labor have been explored in previous research
(Leidner, 1999; Rafaeli & Sutton, 1987). Recently, however,
authors have argued that in order to increase, improve, and
maintain emotional performance, it may be necessary for
organizations to provide emotional labor training (Goldberg &
Grandey, 2007; Kim, 2007; Tan, Foo, & Kwek, 2004). Thus,
training is a logical next step in furthering our understanding of
emotional labor. The current research attempts to answer several
research questions about the occurrence and consequences of
emotional labor training. Using field survey data, study 1 answers
questions about whether emotional labor training 1) occurs less
frequently than rewards or monitoring, 2) occurs more frequently in
jobs with high customer contact, 3) is more common in jobs with
lower turnover, and 4) predicts emotional performance. Results
indicate that training occurs less frequently than social rewards
and monitoring for emotional labor and occurs more frequently in
jobs with higher customer contact; however, training was unrelated
to occupational turnover. Training for emotional labor was also
found to positively relate to self-reported emotional performance
beyond demographics and customer contact frequency. Study 2 was
designed to test whether emotional labor training resulted in more
or less negative reactions than other typical forms of training.
Using a between-person experimental design and vignettes to
manipulate type of training, results indicate that training for
emotional labor does not result in negative reactions but actually
enhances perceived social benefits more than other (technical
skills) training. Implications for future research in emotional
labor and customer service practices are discussed.
Subjects/Keywords: emotional labor; training; deep acting; trainee
reactions
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Manager
APA (6th Edition):
Grabarek, P. E. (2009). Understanding "Smile School": Emotional Labor Training
Occurrence and Consequences. (Masters Thesis). Penn State University. Retrieved from https://etda.libraries.psu.edu/catalog/10201
Chicago Manual of Style (16th Edition):
Grabarek, Patricia Ewa. “Understanding "Smile School": Emotional Labor Training
Occurrence and Consequences.” 2009. Masters Thesis, Penn State University. Accessed September 18, 2019.
https://etda.libraries.psu.edu/catalog/10201.
MLA Handbook (7th Edition):
Grabarek, Patricia Ewa. “Understanding "Smile School": Emotional Labor Training
Occurrence and Consequences.” 2009. Web. 18 Sep 2019.
Vancouver:
Grabarek PE. Understanding "Smile School": Emotional Labor Training
Occurrence and Consequences. [Internet] [Masters thesis]. Penn State University; 2009. [cited 2019 Sep 18].
Available from: https://etda.libraries.psu.edu/catalog/10201.
Council of Science Editors:
Grabarek PE. Understanding "Smile School": Emotional Labor Training
Occurrence and Consequences. [Masters Thesis]. Penn State University; 2009. Available from: https://etda.libraries.psu.edu/catalog/10201
Penn State University
22.
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: MS, Psychology, 2011, Penn State University
URL: https://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.
Subjects/Keywords: Prosocial Motivation; Service Performance; Emotional
Labor
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APA ·
Chicago ·
MLA ·
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CSE |
Export
to Zotero / EndNote / Reference
Manager
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'. (Masters Thesis). Penn State University. Retrieved from https://etda.libraries.psu.edu/catalog/12459
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. Masters Thesis, Penn State University. Accessed September 18, 2019.
https://etda.libraries.psu.edu/catalog/12459.
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. 18 Sep 2019.
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] [Masters thesis]. Penn State University; 2011. [cited 2019 Sep 18].
Available from: https://etda.libraries.psu.edu/catalog/12459.
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'. [Masters Thesis]. Penn State University; 2011. Available from: https://etda.libraries.psu.edu/catalog/12459
McMaster University
23.
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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Manager
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 September 18, 2019.
http://hdl.handle.net/11375/24362.
MLA Handbook (7th Edition):
Singh, Diana. “EMOTIONAL LABOR FROM AN OCCUPATIONAL LENS.” 2019. Web. 18 Sep 2019.
Vancouver:
Singh D. EMOTIONAL LABOR FROM AN OCCUPATIONAL LENS. [Internet] [Doctoral dissertation]. McMaster University; 2019. [cited 2019 Sep 18].
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
Oklahoma State University
24.
Tucker, Erinn Denise.
Experimental and Causal Study of the Effects of Training on Service Employees' Emotional Labor and Well-being.
Degree: School of Hotel and Restaurant Administration, 2011, Oklahoma State University
URL: http://hdl.handle.net/11244/7281
► Despite the increasing attention in recent years on emotional labor and emotional display rules, little effort has been devoted to empirically examining its influences in…
(more)
▼ Despite the increasing attention in recent years on
emotional labor and
emotional display rules, little effort has been devoted to empirically examining its influences in the context of employee well-being in the hospitality industry. There were two purposes in this study. First, the study intended to propose and test a theoretical model that measured the effects of negative mood and
emotional intelligence (EQ) on
emotional labor (e.g., surface acting and deep acting), job characteristics (e.g., job frequency, job intensity, job variety), word of mouth (WOM), job satisfaction, and employee well being. Secondly, the study intended to determine managerial implications relevant to training and retention of service employees. A total of 352 responses were analyzed using confirmatory factor analysis, structural equation modeling, and experimental testing methods.
Advisors/Committee Members: Qu, Hailin (advisor), Njite, David (committee member), Ryan, Bill (committee member), Fang, Xiang (committee member).
Subjects/Keywords: emotional labor; employee well-being; training
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Export
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Manager
APA (6th Edition):
Tucker, E. D. (2011). Experimental and Causal Study of the Effects of Training on Service Employees' Emotional Labor and Well-being. (Thesis). Oklahoma State University. Retrieved from http://hdl.handle.net/11244/7281
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):
Tucker, Erinn Denise. “Experimental and Causal Study of the Effects of Training on Service Employees' Emotional Labor and Well-being.” 2011. Thesis, Oklahoma State University. Accessed September 18, 2019.
http://hdl.handle.net/11244/7281.
Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation
MLA Handbook (7th Edition):
Tucker, Erinn Denise. “Experimental and Causal Study of the Effects of Training on Service Employees' Emotional Labor and Well-being.” 2011. Web. 18 Sep 2019.
Vancouver:
Tucker ED. Experimental and Causal Study of the Effects of Training on Service Employees' Emotional Labor and Well-being. [Internet] [Thesis]. Oklahoma State University; 2011. [cited 2019 Sep 18].
Available from: http://hdl.handle.net/11244/7281.
Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation
Council of Science Editors:
Tucker ED. Experimental and Causal Study of the Effects of Training on Service Employees' Emotional Labor and Well-being. [Thesis]. Oklahoma State University; 2011. Available from: http://hdl.handle.net/11244/7281
Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation
University of New South Wales
25.
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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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 September 18, 2019.
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. 18 Sep 2019.
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 2019 Sep 18].
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
University of New South Wales
26.
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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APA ·
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MLA ·
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CSE |
Export
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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 September 18, 2019.
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. 18 Sep 2019.
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 2019 Sep 18].
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
IUPUI
27.
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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Manager
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 September 18, 2019.
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. 18 Sep 2019.
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 2019 Sep 18].
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
Indiana University of Pennsylvania
28.
Smith, Kylie.
Invisible Work: A Qualitative Study of the Emotional Labor of Professors.
Degree: MA, Sociology, 2019, Indiana University of Pennsylvania
URL: https://knowledge.library.iup.edu/etd/1731
► Professors often perform emotional labor as part of their jobs. Emotional labor is the work done to manage your own and other people’s emotions.…
(more)
▼ Professors often perform
emotional labor as part of their jobs.
Emotional labor is the work done to manage your own and other people’s emotions. It is important work but is often invisible and uncompensated.
Emotional labor is also often gendered, with women performing more than men. Through eight semi-structured interviews, this study explores the
emotional labor performed by professors in a one college at Indiana University of Pennsylvania (IUP). I found that professors did perform
emotional labor especially when it came to teaching, advising, grading, and working with colleagues. Professors often enjoyed student-focused
emotional labor. They also often felt that their
emotional labor was invisible. The findings of this study add complexity to current definitions of
emotional labor and could possibly be useful for creating ways for professors’
emotional labor to be recognized by their departments and IUP as a whole.
Advisors/Committee Members: Michelle Sandhoff, Melanie Duncan, Melissa Swauger.
Subjects/Keywords: emotional labor; gender; higher education; professor
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Manager
APA (6th Edition):
Smith, K. (2019). Invisible Work: A Qualitative Study of the Emotional Labor of Professors. (Thesis). Indiana University of Pennsylvania. Retrieved from https://knowledge.library.iup.edu/etd/1731
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):
Smith, Kylie. “Invisible Work: A Qualitative Study of the Emotional Labor of Professors.” 2019. Thesis, Indiana University of Pennsylvania. Accessed September 18, 2019.
https://knowledge.library.iup.edu/etd/1731.
Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation
MLA Handbook (7th Edition):
Smith, Kylie. “Invisible Work: A Qualitative Study of the Emotional Labor of Professors.” 2019. Web. 18 Sep 2019.
Vancouver:
Smith K. Invisible Work: A Qualitative Study of the Emotional Labor of Professors. [Internet] [Thesis]. Indiana University of Pennsylvania; 2019. [cited 2019 Sep 18].
Available from: https://knowledge.library.iup.edu/etd/1731.
Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation
Council of Science Editors:
Smith K. Invisible Work: A Qualitative Study of the Emotional Labor of Professors. [Thesis]. Indiana University of Pennsylvania; 2019. Available from: https://knowledge.library.iup.edu/etd/1731
Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation
Texas State University – San Marcos
29.
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 ·
Chicago ·
MLA ·
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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 September 18, 2019.
https://digital.library.txstate.edu/handle/10877/2503.
MLA Handbook (7th Edition):
Powell, Alyssa. “Emotional Labor and the Pawnshop Worker.” 2011. Web. 18 Sep 2019.
Vancouver:
Powell A. Emotional Labor and the Pawnshop Worker. [Internet] [Masters thesis]. Texas State University – San Marcos; 2011. [cited 2019 Sep 18].
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
30.
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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APA ·
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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 September 18, 2019.
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. 18 Sep 2019.
Vancouver:
Möllenberg I. Kunden har alltid rätt? : En kvalitativ studie om personalstyrning på Apoteket AB. [Internet] [Thesis]. Uppsala University; 2013. [cited 2019 Sep 18].
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
◁ [1] [2] [3] [4] [5] [6] [7] [8] [9] ▶
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Open Access Theses and Dissertations