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    Wyświetlanie 1-6 z 6
    Tytuł:
    Can empathy lead to emotional exhaustion in teachers? The mediating role of emotional labor
    Autorzy:
    Wróbel, Monika
    Powiązania:
    https://bibliotekanauki.pl/articles/2179116.pdf
    Data publikacji:
    2013-08-01
    Wydawca:
    Instytut Medycyny Pracy im. prof. dra Jerzego Nofera w Łodzi
    Tematy:
    burnout
    emotional labor
    empathy
    teachers
    Opis:
    Objectives: The present study was designed to examine the links between empathy, emotional labor (both surface and deep acting), and emotional exhaustion as well as determine if emotional labor mediates the relationship between empathy and emotional exhaustion in teachers. It was assumed that emotional labor can take two opposite directions (positive mood induction and negative mood induction). Thus, the additional aim of the study was to analyze the mediating role of mood regulation strategies in the relationship between empathy and emotional exhaustion. Materials and Methods: A sample of 168 teachers from Łódź and its surroundings completed a set of questionnaires: Emotional Labor Scale; Mood Regulation Scales, Maslach Burnout Inventory, and Empathic Sensitivity Scale. Results: The results provided mixed support for the hypotheses indicating that both types of emotional labor, negative mood induction and emotional exhaustion were positively intercorrelated. Moreover, deep acting was a significant mediator in the relationship between empathy and emotional exhaustion. The analyzed link was also mediated by negative mood induction, whereas positive mood induction did not emerge as a significant mediator. Conclusions: The study provided insight into the role of empathy and emotional labor in the development of teacher burnout. It also confirmed that deep acting and negative mood induction mediate the relationship between empathy and emotional exhaustion in teachers.
    Źródło:
    International Journal of Occupational Medicine and Environmental Health; 2013, 26, 4; 581-592
    1232-1087
    1896-494X
    Pojawia się w:
    International Journal of Occupational Medicine and Environmental Health
    Dostawca treści:
    Biblioteka Nauki
    Artykuł
    Tytuł:
    Service with a fake smile and emotional exhaustion. Does emotional intelligence matter?
    Autorzy:
    Szczygieł, Dorota
    Powiązania:
    https://bibliotekanauki.pl/articles/2127915.pdf
    Data publikacji:
    2018
    Wydawca:
    Polska Akademia Nauk. Czytelnia Czasopism PAN
    Tematy:
    emotional labor
    surface acting
    emotional intelligence
    burnout
    Opis:
    Research shows that positive affective displays in customer service interactions are positively related to customers’ perception of overall service quality. Consequently, the way customer service employees manage their feelings is seen as an important aspect of providing their services. In most service contexts, employees are expected to express positive emotions, e.g., be cheerful and suppress negative emotions, such as resentment. Emotional labor is regarded as a type of impression management, because it involves deliberate effort undertaken by service workers in order to adhere to organizational display rules when dealing with customers. Surface acting is an emotional labor strategy and consists of managing observable emotional expression without modifying underlying genuine feelings (service with a fake smile). Research shows that surface acting is positively related to employee burnout. The present study (N=180) was designed to examine the effects of surface acting on emotional exhaustion while controlling for employees’ trait emotional intelligence. The results demonstrated that employees who declared greater use of surface acting during their interactions with customers reported more symptoms of emotional exhaustion. As predicted, however, this effect was observed only among employees low in trait emotional intelligence. The discussion encompasses the implications these results may have for managing emotional expression in public performance that may result in reducing performance anxiety.
    Źródło:
    Polish Psychological Bulletin; 2018, 49, 3; 299-310
    0079-2993
    Pojawia się w:
    Polish Psychological Bulletin
    Dostawca treści:
    Biblioteka Nauki
    Artykuł
    Tytuł:
    An Investigation into the Relationship between Emotional Labor and Customer Satisfaction
    Autorzy:
    Mohammad Eneizan, Bilal
    Ahmad abdelqader Alsakarneh, Asaad
    A.AL-kharabsheh, Kamel
    AL-Abrrow, Hadi
    Alnoor, Alhamzah
    Powiązania:
    https://bibliotekanauki.pl/articles/1810535.pdf
    Data publikacji:
    2020-01-30
    Wydawca:
    Akademia Leona Koźmińskiego w Warszawie
    Tematy:
    emotional labor
    customer satisfaction
    job satisfaction
    mentoring
    Opis:
    Purpose: This study primarily aims to provide insight into the role of deep acting and surface acting effects on customer satisfaction, with job satisfaction as the mediating and mentoring as the moderating variable. Methodology: The study employs SPSS 21 for the analysis of data gathered with a survey questionnaire. The survey involved a sample of 291 employees of Jordanian service firms. Findings: Obtained findings indicate significant direct relationships, with surface acting negatively related to both job satisfaction and customer satisfaction and deep acting positively related to both. The results support the mediating role of job satisfaction on the relationship between surface acting and customer satisfaction, along with deep acting and customer satisfaction. Moreover, the outcome substantiates the moderating role of mentoring on both acting types with job satisfaction. Implication: This is the first study to empirically examine the mediating role of job satisfaction on the employee emotional labor relationship with customer satisfaction in service companies of a developing country Methodology: The study employs SPSS 21 for the analysis of data gathered with a survey questionnaire. The survey involved a sample of 291 employees of Jordanian service firms. Findings: Obtained findings indicate significant direct relationships, with surface acting negatively related to both job satisfaction and customer satisfaction and deep acting positively related to both. The results support the mediating role of job satisfaction on the relationship between surface acting and customer satisfaction, along with deep acting and customer satisfaction. Moreover, the outcome substantiates the moderating role of mentoring on both acting types with job satisfaction. Implication: This is the first study to empirically examine the mediating role of job satisfaction on the employee emotional labor relationship with customer satisfaction in service companies of a developing country.
    Źródło:
    Central European Management Journal; 2019, 27(4); 23-47
    2658-0845
    2658-2430
    Pojawia się w:
    Central European Management Journal
    Dostawca treści:
    Biblioteka Nauki
    Artykuł
    Tytuł:
    Relationships between personality, emotional labor, work engagement and job satisfaction in service professions
    Autorzy:
    Mróz, Justyna
    Kaleta, Kinga
    Powiązania:
    https://bibliotekanauki.pl/articles/2168333.pdf
    Data publikacji:
    2016-07-06
    Wydawca:
    Instytut Medycyny Pracy im. prof. dra Jerzego Nofera w Łodzi
    Tematy:
    personality
    job satisfaction
    Big Five
    work engagement
    emotional labor
    service profession
    Opis:
    Objectives Although there have been studies linking personality to selected aspects of functioning at work, Polish literature reports a shortage of detailed analyses considering, e.g., specific professional groups or certain variables. The aim of our study was to explore the links between personality traits and emotional labor, work engagement and job satisfaction among service workers. Material and Methods The study was based on a cross-sectional, self-report survey of 137 workers representing different service industries in Poland. Each participant received a demographic data sheet and a set of questionnaires: NEO Five-Factor Inventory, the Deep Acting and Surface Acting Scale, the Job Satisfaction Scale and the Utrecht Work Engagement Scale – all in their Polish versions. Results A correlation analysis revealed numerous relationships between the examined variables. However, results of the regression analysis showed that only some personality traits were related with individual aspects of functioning at work. Neuroticism accounted for the phenomenon of faking emotions. Conscientiousness was significantly related to general work engagement, vigor and dedication. Agreeableness and neuroticism significantly predicted job satisfaction. Conclusions Individual personality traits account for various aspects of work functioning. Int J Occup Med Environ Health 2016;29(5):767–782
    Źródło:
    International Journal of Occupational Medicine and Environmental Health; 2016, 29, 5; 767-782
    1232-1087
    1896-494X
    Pojawia się w:
    International Journal of Occupational Medicine and Environmental Health
    Dostawca treści:
    Biblioteka Nauki
    Artykuł
    Tytuł:
    The (un)expected consequences of the teachers (emotional) labor. Inspirations from politically and critically oriented affect theories
    Autorzy:
    Góralska, Renata
    Powiązania:
    https://bibliotekanauki.pl/articles/36455476.pdf
    Data publikacji:
    2022-07-18
    Wydawca:
    Wydawnictwo Naukowe Chrześcijańskiej Akademii Teologicznej w Warszawie
    Tematy:
    emotions
    affect
    politicality of affect
    affective economies
    teacher's work
    teacher’s emotional labor
    Opis:
    The aim of the article is to describe the teacher’s (emotional) labor and its relationships with the formation of the teacher’s subjectivity. This relationship is especially visible when the relations between the teacher’s emotions and professional work are shown from the perspective of theoretical analyses and research in the field of the affective turn, especially the so-called "affective economies". Based on selected critical and political theories of emotions (i.a. Brian Massumi, Sarah Ahmed, and Teresa Brennan), the teacher’s (emotional) labor is presented here as a tool of auto-(trans)formations and (auto-)reflection and, at the same time, as a place of the affective marginalization of the teacher’s subjectivity and impoverishment of his or her agency. The presented way of conceptualizing emotional labor is a new look at the teacher’s emotions. It provides educational theorists and pedeutologists with analytical tools for empirical research and is also a voice in the discussion, an argument for considering affect in teacher education.
    Źródło:
    Studia z Teorii Wychowania; 2022, XIII(2 (39)); 119-131
    2083-0998
    2719-4078
    Pojawia się w:
    Studia z Teorii Wychowania
    Dostawca treści:
    Biblioteka Nauki
    Artykuł
    Tytuł:
    The Work of Sales Representatives in the Context of Interactions and Work with Emotions
    Autorzy:
    Pawłowska, Beata
    Powiązania:
    https://bibliotekanauki.pl/articles/1024377.pdf
    Data publikacji:
    2020-10-31
    Wydawca:
    Uniwersytet Łódzki. Wydawnictwo Uniwersytetu Łódzkiego
    Tematy:
    Job
    Profession
    Sales Representative
    Emotional Labor
    Work with Emotions
    Managing Emotions
    Symbolic Interactionism
    Unstructured Interview
    Observation
    Sociology of Emotions
    Opis:
    The article aims to present the interactional encounters undertaken within their professional context by the studied group of Polish sales representatives concerning their emotions and emotional work. It is an internally diverse group made of individuals skillful in managing their emotions, as well as the ones of others. Additionally, the professional group at hand is purposefully trained to acquire skills in the area of managing emotions. The concepts of Everett Hughes (1958) concerning work, Arlie Hochschild (1983) in the context of emotional labor, Anselm Strauss (1993) pointing to the coexistence of emotions and action, and Robert Prus (1997) on the contextual nature of social life are the theoretical underpinning of the article. They all derive from the interpretative paradigm and fit into the theoretical premises of symbolic interactionism, assuming the constant construction of social reality as a result of interactions undertaken by social actors (see: Blumer 2007). It is the nature of their interactions with customers, colleagues, and direct and indirect superiors that determines the specificity of a sales representative’s work situation. The analyses presented in the article are based on qualitative research using unstructured interviews, conversational interviews, and observations.
    Źródło:
    Qualitative Sociology Review; 2020, 16, 4; 64-88
    1733-8077
    Pojawia się w:
    Qualitative Sociology Review
    Dostawca treści:
    Biblioteka Nauki
    Artykuł
      Wyświetlanie 1-6 z 6

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