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| Author: | Morris, J. A. Feldman, D. C. |
| Title: | The dimensions, antecedents, and consequences of emotional labour |
| Journal: | Academy of Management Review
1996 : OCT, VOL. 21:4, p. 986-1010 |
| Index terms: | |
| Freeterms: | ARBEITSPSYCHOLOGIE, ARBEITSSOZIOLOGIE, KUNDENDIENST, ARBEITSZUFRIEDENHEIT, KUNDE, DIENSTLEISTUNGSBETRIEB |
| Language: | eng |
| Abstract: | Increasing attention has been given to how workers express emotions in a variety of work settings, and on the relationship between this emotional expression and employee effectiveness. This article conceptualizes the emotional labour construct in terms of frequency of emotional display. The attentiveness to required displays rules , the variety of emotions, and the emotional dissonance generated by having to express organizationally desired emotions not genuinely felt. Implications for future theory development and empirical research are discussed as well. |
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