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| Author: | Bozionelos, N. Kiamou, K. |
| Title: | Emotion work in the Hellenic frontline services environment: how it relates to emotional exhaustion and work attitudes |
| Journal: | International journal of human resource management
2008 : JUN, VOL. 19:6, p. 1108-1130 |
| Index terms: | emotions Greece interaction culture job attitudes |
| Freeterms: | emotional labour |
| Language: | eng |
| Abstract: | This article studies a sample of Greek banking industry employees from the point of view of emotion work: it aims to find out how emotion work relates to emotional exhaustion and work attitudes. The paper analyses emotion work through the concepts of surface acting, deep acting, frequency of emotional display, intensity of displayed emotion and variety of displayed emotions. The findings of the study indicate that a considerable number of interaction effects are present in the relationship of emotion work and emotional exhaustion and work attitudes. Emotional exhaustion was also found to have a minor mediating role in the relationship between emotion work and work attitudes. In conclusion the article calls for further study on the topic to enable a deeper understanding of all dimensions of emotion work as well as their interactions. |
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