an article by Jordan McKenzie and Roger Patulny (University of Wollongong, Australia), Rebecca E Olson (University of Queensland, Australia), Alberto Bellocchi (Queensland University of Technology, Australia) and Kathy A Mills (Australian Catholic University, Australia) published in The Sociological Review Volume 67 Issue 3 (May 2019)
Abstract
Research focusing on the management of emotion features prominently in studies of employee attrition, gender inequality and workplace satisfaction, but rarely in research on worker solidarity.
Against a backdrop of increasing individualisation within late modern society, research about workplace management of emotion has become bifurcated along sociological or organisational psychology lines.
Within the sociology literature, management of emotion is theorised as a commercialised, relational and (often) alienating experience. Within organisational psychology literature and research, the emphasis is on harnessing individual traits and skills (e.g. emotional intelligence) to regulate emotions for increased productivity and employee retention.
In this article, the authors call for a new research agenda that prioritises the examination of solidarity between workers alongside the analysis of emotion management. This call is based in a critical reading of the sociological and organisational psychology scholarship addressing the management of emotions.
Through the example of teaching work, the authors provide a critique of scholarship on workplace strategies that promote highly individualised understandings of managing emotions through resilience training and other simplified techniques. They argue that workplaces should recognise the dangers of uncritically adopting individualised strategies for managing emotions, and propose a research agenda that seeks to understand how emotion management can affect worker solidarity.
Showing posts with label emotional_labour. Show all posts
Showing posts with label emotional_labour. Show all posts
Thursday, 25 April 2019
Sunday, 10 December 2017
An Occupational Portrait of Emotional Labor Requirements and Their Health Consequences for Workers
an article by Diana Singh and Paul Glavin (McMaster University, Hamilton, Ontario, Canada) published in Work and Occupations Volume 44 Issue 4 (November 2017)
Abstract
Scholarship has revealed inconsistent evidence on the issue of whether emotional labor represents an occupational health risk. Drawing from emotion regulation theory, the conservation of resources model and the interactive service work literature, we examine the association between occupational emotional labor requirements and worker well-being.
Analyses of a national sample of American workers merged with occupational information from the O*NET database reveal no evidence that these requirements are associated with psychological distress or high blood pressure; in contrast, emotional labor requirements are associated with a reduced likelihood of self-rated poor health.
Consistent with the conservation of resources model, however, we find health penalties for individuals with emotional labor requirements in resource-deprived work contexts. Our findings suggest that for individuals with limited job autonomy and little access to civil interpersonal relationships with coworkers, emotional labor requirements may impede successful emotion regulation in ways that contribute to negative occupational outcomes and strain.
Abstract
Scholarship has revealed inconsistent evidence on the issue of whether emotional labor represents an occupational health risk. Drawing from emotion regulation theory, the conservation of resources model and the interactive service work literature, we examine the association between occupational emotional labor requirements and worker well-being.
Analyses of a national sample of American workers merged with occupational information from the O*NET database reveal no evidence that these requirements are associated with psychological distress or high blood pressure; in contrast, emotional labor requirements are associated with a reduced likelihood of self-rated poor health.
Consistent with the conservation of resources model, however, we find health penalties for individuals with emotional labor requirements in resource-deprived work contexts. Our findings suggest that for individuals with limited job autonomy and little access to civil interpersonal relationships with coworkers, emotional labor requirements may impede successful emotion regulation in ways that contribute to negative occupational outcomes and strain.
Thursday, 23 November 2017
The role of emotional dissonance and emotional intelligence on job-stress, burnout and well-being among nurses
an article by Bilal Afsar and Mariam Masood (Hazara University, Mansehra, Pakistan) and Sadia Cheema (National College of Business Administration and Economics, Lahore, Pakistan) published in International Journal of Information Systems and Change Management Volume 9 Number 2 (2017)
Abstract
Although emotional dissonance has been broadly investigated in the literature, the relationship of emotional dissonance and emotional intelligence with job-stress, burnout and well-being in nursing profession requires further exploration.
This study examines the extent to which emotional dissonance and emotional intelligence are associated with job-stress, burnout and well-being among nurses working in public sector hospitals of Pakistan.
The moderating role of emotional intelligence is evaluated as a key factor in the rescue of healthcare workers from job-stress and burnout thus increasing job retention.
Data were collected from 379 nurses working in public sector hospitals of Pakistan through a cross-sectional quantitative research design. The results show that both emotional dissonance and emotional intelligence have significant effects on nurses' perceived job-stress, burnout and well-being.
The moderating effect of emotional intelligence is also confirmed.
These findings provide additional evidence for the important effects that emotional dissonance and emotional intelligence can have on nurses' job-stress, burnout and well-being. The potential benefits of emotional intelligence in the nurses' emotional work have been explored.
Abstract
Although emotional dissonance has been broadly investigated in the literature, the relationship of emotional dissonance and emotional intelligence with job-stress, burnout and well-being in nursing profession requires further exploration.
This study examines the extent to which emotional dissonance and emotional intelligence are associated with job-stress, burnout and well-being among nurses working in public sector hospitals of Pakistan.
The moderating role of emotional intelligence is evaluated as a key factor in the rescue of healthcare workers from job-stress and burnout thus increasing job retention.
Data were collected from 379 nurses working in public sector hospitals of Pakistan through a cross-sectional quantitative research design. The results show that both emotional dissonance and emotional intelligence have significant effects on nurses' perceived job-stress, burnout and well-being.
The moderating effect of emotional intelligence is also confirmed.
These findings provide additional evidence for the important effects that emotional dissonance and emotional intelligence can have on nurses' job-stress, burnout and well-being. The potential benefits of emotional intelligence in the nurses' emotional work have been explored.
Saturday, 23 September 2017
Social model of emotional labour and client satisfaction: exploring inter- and intrapersonal characteristics of the client−provider encounter
an article by Anat Drach-Zahavy and Dana Yagil (University of Haifa, Israel) and Ilana Cohen (Ministry of Health, Israel) published in
Work & Stress: An International Journal of Work, Health & Organisations
Volume 31 Issue 2 (2017)
Abstract
As part of healthcare organisations’ efforts to improve client satisfaction, special attention is directed to care providers’ expression of authenticity through genuine emotional displays in care encounters. The study’s aim was to test a mediating–moderating model for predicting clients’ satisfaction.
The model combined intrapersonal forces (the healthcare provider’s level of caring and emotional load) and interpersonal forces (meeting the client in a team of professionals or alone, and client−provider similarity), as predictors of emotional labour strategies, and subsequent client satisfaction.
Clients’ evaluation of whether or not the emotional displays were authentic was intended to moderate the link between emotional labour and client satisfaction. The sample consisted of 103 healthcare providers’ encounters with clients’ family members, randomly selected from five nursing homes.
Data were collected by validated questionnaires at three time points. Mixed linear model analyses generally supported the proposed model. Meeting a client’s family in teams, ethnic similarity, and providers’ caring and emotional load stimulated higher levels of deep acting.
Meeting clients alone and less emotional load involved more surface acting. These findings offer empirical support for the social interaction explanation of emotional labour, pointing to the importance of social characteristics of the service encounter in shaping emotional labour strategies and maintaining client satisfaction.
Abstract
As part of healthcare organisations’ efforts to improve client satisfaction, special attention is directed to care providers’ expression of authenticity through genuine emotional displays in care encounters. The study’s aim was to test a mediating–moderating model for predicting clients’ satisfaction.
The model combined intrapersonal forces (the healthcare provider’s level of caring and emotional load) and interpersonal forces (meeting the client in a team of professionals or alone, and client−provider similarity), as predictors of emotional labour strategies, and subsequent client satisfaction.
Clients’ evaluation of whether or not the emotional displays were authentic was intended to moderate the link between emotional labour and client satisfaction. The sample consisted of 103 healthcare providers’ encounters with clients’ family members, randomly selected from five nursing homes.
Data were collected by validated questionnaires at three time points. Mixed linear model analyses generally supported the proposed model. Meeting a client’s family in teams, ethnic similarity, and providers’ caring and emotional load stimulated higher levels of deep acting.
Meeting clients alone and less emotional load involved more surface acting. These findings offer empirical support for the social interaction explanation of emotional labour, pointing to the importance of social characteristics of the service encounter in shaping emotional labour strategies and maintaining client satisfaction.
Tuesday, 4 August 2015
Emotional management in the workplace: Age and experience as key influences
an article (no author listed) published in Development and Learning in Organizations: An International Journal Volume 29 Issue 4 (2015)
Abstract
Purpose
This paper aims to review the latest management developments across the globe and pinpoint practical implications from cutting-edge research and case studies.
Design/methodology/approach
This briefing is prepared by an independent writer who adds their own impartial comments and places the papers in context.
Findings
Statistics show that populations are aging in many countries around the world. Growth in the number of older employees in the workplace is one major consequence of this demographic shift. As such individuals have become important assets to their firm, leaders should strive to ascertain how to maximize the value they provide. How age is conceptualized determines its impact on attitudes and behaviors regarding work. Such as, involvement and satisfaction with the job and commitment toward the firm can vary depending on the way in which the employee’s age is articulated. Past research has identified subjective age and social age among the different conceptualizations. But, chronological age and age reflected by work experience are often most relevant in workplace contexts.
Practical implications
The paper provides strategic insights and practical thinking that have influenced some of the world’s leading organizations.
Originality/value
The briefing saves busy executives and researchers hours of reading time by selecting only the very best, most pertinent information and presenting it in a condensed and easy-to-digest format.
Abstract
Purpose
This paper aims to review the latest management developments across the globe and pinpoint practical implications from cutting-edge research and case studies.
Design/methodology/approach
This briefing is prepared by an independent writer who adds their own impartial comments and places the papers in context.
Findings
Statistics show that populations are aging in many countries around the world. Growth in the number of older employees in the workplace is one major consequence of this demographic shift. As such individuals have become important assets to their firm, leaders should strive to ascertain how to maximize the value they provide. How age is conceptualized determines its impact on attitudes and behaviors regarding work. Such as, involvement and satisfaction with the job and commitment toward the firm can vary depending on the way in which the employee’s age is articulated. Past research has identified subjective age and social age among the different conceptualizations. But, chronological age and age reflected by work experience are often most relevant in workplace contexts.
Practical implications
The paper provides strategic insights and practical thinking that have influenced some of the world’s leading organizations.
Originality/value
The briefing saves busy executives and researchers hours of reading time by selecting only the very best, most pertinent information and presenting it in a condensed and easy-to-digest format.
Wednesday, 4 February 2015
‘Why would you want to do that?’: Defining emotional dirty work
an article by Robert McMurray (Durham University, UK) and Jenna Ward (De Montfort University, UK) published in Human Relations Volume 68 Number 9 (September 2014)
Abstract
This article considers how and why people work with difficult emotions.
Extending Hughes’ typology of the physical, social and moral taints that constitute ‘dirty work’, the article explores the nature of a previously neglected and undefined concept, emotional dirt.
Drawing on data from a situated ethnographic study of Samaritans, we consider how the handling of difficult and burdensome emotions, which are often written out of rational accounts of work, is outsourced to others who act as society’s agents in the containment of emotional dirt. We provide the first explicit definition of emotional dirt, and contribute an extension to the existing tripartite classification of occupational taint.
Moreover, in naming emotional dirt we seek to open up a sphere of research dedicated to understanding its emergence, nature and relational effects. To this end, we demonstrate how taint emerges as a sociological consequence of the performance of emotional labour as emotional dirty work, while considering how management of the difficult, negative or out-of-place emotions of others can be framed as a positive experience such that it can be good to feel bad when handling emotional dirt.
Abstract
This article considers how and why people work with difficult emotions.
Extending Hughes’ typology of the physical, social and moral taints that constitute ‘dirty work’, the article explores the nature of a previously neglected and undefined concept, emotional dirt.
Drawing on data from a situated ethnographic study of Samaritans, we consider how the handling of difficult and burdensome emotions, which are often written out of rational accounts of work, is outsourced to others who act as society’s agents in the containment of emotional dirt. We provide the first explicit definition of emotional dirt, and contribute an extension to the existing tripartite classification of occupational taint.
Moreover, in naming emotional dirt we seek to open up a sphere of research dedicated to understanding its emergence, nature and relational effects. To this end, we demonstrate how taint emerges as a sociological consequence of the performance of emotional labour as emotional dirty work, while considering how management of the difficult, negative or out-of-place emotions of others can be framed as a positive experience such that it can be good to feel bad when handling emotional dirt.
Wednesday, 21 August 2013
“Sometimes I just wish I never hear of this term bilingual worker”: difficult clients, emotion work and interpreting with migrants
an article by Geraldine Lee-Treweek (Manchester Metropolitan University Cheshire, Crewe, UK) published in International Journal of Work Organisation and Emotion Volume 5 Number 3 (2013)
Abstract
As transmigration to the UK has increased, so has the need for workers who can provide support to these new communities and carry out the interpretation of different languages.
This paper examines the emotional labour of the bilingual worker role, a relatively new occupational group, from the perspective of bilingual workers themselves. They carry out interpretation work within communities of migrants that speak the worker’s language but, unlike official translators, they usually only have lower level qualifications that only cover face-to-face interpretation skills. “Bilingual work” involves the worker deploying their (usually) home language skills within the workplace.
In the UK, such workers are employed within a host of public services and third sector organisations and are usually recent migrants themselves. This paper reports on an exploratory qualitative study of the emotional labour of 16 Polish bilingual workers, who are also recent migrants to the UK and work on the frontline within public service organisations.
It demonstrates that various strategies are deployed to handle aspects emotional labour and that the stress of such work comes from both organisational expectations and from the difficult clients they often have to interpret for.
The problems raised at work are shown to continue into the community environment, where means of coping appear to be grounded, where possible, in creating physical separation from one’s own community.
Abstract
As transmigration to the UK has increased, so has the need for workers who can provide support to these new communities and carry out the interpretation of different languages.
This paper examines the emotional labour of the bilingual worker role, a relatively new occupational group, from the perspective of bilingual workers themselves. They carry out interpretation work within communities of migrants that speak the worker’s language but, unlike official translators, they usually only have lower level qualifications that only cover face-to-face interpretation skills. “Bilingual work” involves the worker deploying their (usually) home language skills within the workplace.
In the UK, such workers are employed within a host of public services and third sector organisations and are usually recent migrants themselves. This paper reports on an exploratory qualitative study of the emotional labour of 16 Polish bilingual workers, who are also recent migrants to the UK and work on the frontline within public service organisations.
It demonstrates that various strategies are deployed to handle aspects emotional labour and that the stress of such work comes from both organisational expectations and from the difficult clients they often have to interpret for.
The problems raised at work are shown to continue into the community environment, where means of coping appear to be grounded, where possible, in creating physical separation from one’s own community.
Monday, 18 March 2013
The degradation of work and the end of the skilled emotion worker at Aer Lingus: is it all trolley dollies now?
an article by Caitriona Curley and Tony Royle (National University of Ireland Galway) published in Work Employment & Society Volume 27 Number 1 (February 2013)
Abstract
The article focuses on emotional labour and self-identity at the Irish-owned Aer Lingus airline from 1998 to 2008.
It has been suggested that emotional labour is likely to be an increasingly important feature of front-line service jobs. However, in this case management has reduced the level of emotional labour requirement while work organisation, recruitment policy and training have changed to focus on sales and lower labour costs, intensifying workloads and reducing cabin crew autonomy.
Although some may suggest that a reduction in emotional labour requirement would be a positive outcome for employees, this is not how it has been perceived by some cabin crew. Long-serving cabin crew in particular see these changes as an attack on their professionalism and a challenge to their identity as skilled emotion workers.
Abstract
The article focuses on emotional labour and self-identity at the Irish-owned Aer Lingus airline from 1998 to 2008.
It has been suggested that emotional labour is likely to be an increasingly important feature of front-line service jobs. However, in this case management has reduced the level of emotional labour requirement while work organisation, recruitment policy and training have changed to focus on sales and lower labour costs, intensifying workloads and reducing cabin crew autonomy.
Although some may suggest that a reduction in emotional labour requirement would be a positive outcome for employees, this is not how it has been perceived by some cabin crew. Long-serving cabin crew in particular see these changes as an attack on their professionalism and a challenge to their identity as skilled emotion workers.
Tuesday, 19 February 2013
Alleviating the Burden of Emotional Labor: The Role of Social Sharing
an article by A. Silke McCance (Procter & Gamble), Christopher D. Nye and Kisha S. Jones (University of Illinois at Urbana-Champaign), Lu Wang (University of New South Wales) and Chi-yue Chiu (Nanyang Technological University) published in Journal of Management Volume 39 Number 2 (February 2013)
Abstract
Difficult customer interactions cause service employees to experience negative emotions and to engage in emotional labour.
The present laboratory study examined whether social sharing (i.e. talking about an emotionally arousing work event with one’s coworkers) can attenuate the residual anger lingering after a taxing service episode.
Participants assumed the role of customer service representatives for a fictitious technical support hotline and encountered either neutral or difficult service interactions. After fielding three easy or three difficult calls, participants were given the opportunity to engage in social sharing by talking about (a) the facts that just transpired, (b) the feelings aroused by the encounters, or (c) the positive aspects of the experience, or they were asked to complete a filler task.
Results from quantitative data revealed that participants who engaged in difficult (vs. neutral) customer interactions reported more surface acting and felt more anger.
Engaging in social sharing was beneficial: All three types of social sharing were effective in reducing the anger aroused by handling demanding customers.
Findings from qualitative analyses suggested that different mechanisms might have contributed to the effectiveness of the three types of social sharing.
Future research directions and implications for practice are discussed.
Abstract
Difficult customer interactions cause service employees to experience negative emotions and to engage in emotional labour.
The present laboratory study examined whether social sharing (i.e. talking about an emotionally arousing work event with one’s coworkers) can attenuate the residual anger lingering after a taxing service episode.
Participants assumed the role of customer service representatives for a fictitious technical support hotline and encountered either neutral or difficult service interactions. After fielding three easy or three difficult calls, participants were given the opportunity to engage in social sharing by talking about (a) the facts that just transpired, (b) the feelings aroused by the encounters, or (c) the positive aspects of the experience, or they were asked to complete a filler task.
Results from quantitative data revealed that participants who engaged in difficult (vs. neutral) customer interactions reported more surface acting and felt more anger.
Engaging in social sharing was beneficial: All three types of social sharing were effective in reducing the anger aroused by handling demanding customers.
Findings from qualitative analyses suggested that different mechanisms might have contributed to the effectiveness of the three types of social sharing.
Future research directions and implications for practice are discussed.
Thursday, 27 December 2012
Working in the other Square Mile: performing and placing sexualized labour in Soho’s sex shops
an article by Melissa Tyler (University of Essex, UK) published in Work Employment & Society Volume 26 Number 6 (December 2012)
Abstract
Drawing on an ethnographic study of an empirically neglected sector and setting of employment, namely sales-service work in sex shops located in London’s Soho, this article develops the sociological analysis of sales-service work in two ways.
First, it emphasises the inter-relationship between emotion, aesthetics and sexuality underpinning the performance of sexualised labour, shaping the way in which the latter is enacted and embodied.
Second, it highlights the importance of locating, or placing sexualised labour, teasing out the ways in which it is encoded and embedded in the particular place in which it is performed, a theme that remains under-developed in the study of sales-service work to date.
Abstract
Drawing on an ethnographic study of an empirically neglected sector and setting of employment, namely sales-service work in sex shops located in London’s Soho, this article develops the sociological analysis of sales-service work in two ways.
First, it emphasises the inter-relationship between emotion, aesthetics and sexuality underpinning the performance of sexualised labour, shaping the way in which the latter is enacted and embodied.
Second, it highlights the importance of locating, or placing sexualised labour, teasing out the ways in which it is encoded and embedded in the particular place in which it is performed, a theme that remains under-developed in the study of sales-service work to date.
Tuesday, 3 July 2012
Emotional labor in librarianship: A research agenda
an article by Miriam L. Matteson and Shelly S. Miller (School of Library and Information Science, Kent State University, Columbus, USA) published in Library & Information Science Research Volume 34 Issue 3 (July 2012)
Abstract
Many occupations, including librarianship, require emotional labour, which can be defined as the awareness of the emotional expressions required of a job, and the strategies used to express those emotions. To date, little research has examined emotional labour in library work, even though strong evidence exists to suggest emotional labour is a key component of many library jobs.
Research on emotional labour shows that there can be positive and negative effects on individuals such as job satisfaction and job burnout. Research also shows that the negative outcomes from emotional labour may be buffered to some extent by factors such as support from the organization, or job autonomy. Individual differences such as personality traits and attitudes toward customers also impact the effects of emotional labour on employees.
Because emotional labour is a critical issue in library work, and because evidence suggests positive outcomes can be fostered, there is a need to study how emotional labour is carried out in libraries, and to identify management techniques for emotional labour that will yield positive outcomes for both employees and organizations.
Empirical research on emotional labour is reviewed, and a research agenda for exploration of this important construct in the field of librarianship is presented.
Highlights
► Emotional labour (EL) involves managing emotions required by a job.
► EL strategies are categorized as either deep acting or surface acting.
► EL strategies affect both individuals’ well-being and organizational outcomes.
► EL outcomes can also be influenced by individual and organizational factors.
► EL is a construct important in librarianship and should be further researched.
Hazel’s comment:
Let us not forget the many volunteers now providing a service in libraries. Are they being trained in managing the emotions involved in their work?
I doubt it!
Abstract
Many occupations, including librarianship, require emotional labour, which can be defined as the awareness of the emotional expressions required of a job, and the strategies used to express those emotions. To date, little research has examined emotional labour in library work, even though strong evidence exists to suggest emotional labour is a key component of many library jobs.
Research on emotional labour shows that there can be positive and negative effects on individuals such as job satisfaction and job burnout. Research also shows that the negative outcomes from emotional labour may be buffered to some extent by factors such as support from the organization, or job autonomy. Individual differences such as personality traits and attitudes toward customers also impact the effects of emotional labour on employees.
Because emotional labour is a critical issue in library work, and because evidence suggests positive outcomes can be fostered, there is a need to study how emotional labour is carried out in libraries, and to identify management techniques for emotional labour that will yield positive outcomes for both employees and organizations.
Empirical research on emotional labour is reviewed, and a research agenda for exploration of this important construct in the field of librarianship is presented.
Highlights
► Emotional labour (EL) involves managing emotions required by a job.
► EL strategies are categorized as either deep acting or surface acting.
► EL strategies affect both individuals’ well-being and organizational outcomes.
► EL outcomes can also be influenced by individual and organizational factors.
► EL is a construct important in librarianship and should be further researched.
Hazel’s comment:
Let us not forget the many volunteers now providing a service in libraries. Are they being trained in managing the emotions involved in their work?
I doubt it!
Friday, 22 June 2012
Online tutoring and emotional labour in the private sector
an article by Sue Webb (Monash University, Melbourne) published in Journal of Workplace Learning Volume 25 Issue 5 (2012)
Abstract
Purpose
What happens when computer software is designed to replace the teacher and the human role is to service the relationship between the software and the learner? Specifically, this paper aims to consider whether or not emotional labour is performed in contexts mediated by technology in the private sector.
Design/methodology/approach
The research is a single site, the online tutoring centre, in a large global education company in Europe servicing learners based in companies elsewhere. It is a critical case study with strategic importance for understanding the effects of the transformations to the education work afforded by a work design based on digital Taylorism. Qualitative methods are used, including observation, analysis of tutor/student e-mail exchanges over a ten-month period and interviews with key personnel.
Findings
It was found that in spite of the drive for standardisation and consistency, online tutors engaged in considerable levels of emotional labour, individualised in its performance along a spectrum.
Research limitations/implications
The work has value in that it extends into new sites the study of digital Taylorism. In finding emotional labour in this critical case, it suggests that emotional labour will be present in less extreme cases.
Practical implications
The article is a useful source of information for practitioners in online learning centres, as well as researchers in the area of recruitment and training of online tutors.
Social implications
The article provides insights into effects of the recruitment of under-qualified people in private learning centres.
Originality/value
The article provides insights into an area of work-based learning that is under-investigated to date – i.e. the recruitment and practices of tutors in private learning centres and the role of emotional labour.
Abstract
Purpose
What happens when computer software is designed to replace the teacher and the human role is to service the relationship between the software and the learner? Specifically, this paper aims to consider whether or not emotional labour is performed in contexts mediated by technology in the private sector.
Design/methodology/approach
The research is a single site, the online tutoring centre, in a large global education company in Europe servicing learners based in companies elsewhere. It is a critical case study with strategic importance for understanding the effects of the transformations to the education work afforded by a work design based on digital Taylorism. Qualitative methods are used, including observation, analysis of tutor/student e-mail exchanges over a ten-month period and interviews with key personnel.
Findings
It was found that in spite of the drive for standardisation and consistency, online tutors engaged in considerable levels of emotional labour, individualised in its performance along a spectrum.
Research limitations/implications
The work has value in that it extends into new sites the study of digital Taylorism. In finding emotional labour in this critical case, it suggests that emotional labour will be present in less extreme cases.
Practical implications
The article is a useful source of information for practitioners in online learning centres, as well as researchers in the area of recruitment and training of online tutors.
Social implications
The article provides insights into effects of the recruitment of under-qualified people in private learning centres.
Originality/value
The article provides insights into an area of work-based learning that is under-investigated to date – i.e. the recruitment and practices of tutors in private learning centres and the role of emotional labour.
Friday, 8 June 2012
The influence of emotional labour and emotional work on the occupational health and wellbeing of South Australian hospital nurses
an article by Sandra L. Pisaniello, Helen R. Winefield and Paul H. Delfabbro (School of Psychology, University of Adelaide, Australia) published in Journal of Vocational Behavior Volume 80 Issue 3 (June 2012)
Abstract
Nursing is an emotionally complex occupation, requiring performance of both emotional labour (for the benefit of the organisation and professional role) and emotional work (for the benefit of the nurse-patient relationship).
According to the Conservation of Resources Theory, such processes can have a significant effect on psychological well-being and occupational stress, although little is known about the factors that moderate their effects.
This exploratory study investigated the relationship between emotional labour and emotional work on psychological wellbeing and occupational stress in 239 nurses sampled from a South Australian hospital. The multi-component questionnaire study focused on the emotional labour elements of emotion expression and suppression, as well as surface acting and deep acting, and examined the companionship, help, and regulation elements of emotional work.
In a multivariate model, emotional work was found to be less strongly predictive of negative psychological outcomes than was emotional labour, but was more strongly predictive of positive outcomes. Social support may moderate or be an antecedent to the performance of emotional labour and emotional work.
The findings support the Conservation of Resources Theory with emotional work, rather than emotional labour, enabling the uptake of resources and leading to positive occupational health and well-being.
Highlights
Abstract
Nursing is an emotionally complex occupation, requiring performance of both emotional labour (for the benefit of the organisation and professional role) and emotional work (for the benefit of the nurse-patient relationship).
According to the Conservation of Resources Theory, such processes can have a significant effect on psychological well-being and occupational stress, although little is known about the factors that moderate their effects.
This exploratory study investigated the relationship between emotional labour and emotional work on psychological wellbeing and occupational stress in 239 nurses sampled from a South Australian hospital. The multi-component questionnaire study focused on the emotional labour elements of emotion expression and suppression, as well as surface acting and deep acting, and examined the companionship, help, and regulation elements of emotional work.
In a multivariate model, emotional work was found to be less strongly predictive of negative psychological outcomes than was emotional labour, but was more strongly predictive of positive outcomes. Social support may moderate or be an antecedent to the performance of emotional labour and emotional work.
The findings support the Conservation of Resources Theory with emotional work, rather than emotional labour, enabling the uptake of resources and leading to positive occupational health and well-being.
Highlights
- Emotional labour and emotional work distinctly influence nurse health and well-being.
- Emotional work contributed less variance in negative outcomes than emotional labour.
- Emotional work contributed more variance in positive outcomes than emotional labour.
- Emotional work enables the uptake of resources, leading to positive consequences.
- Social support moderated and directly influenced emotional labour and work.
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