Journal article
The Affective Consequences of Service Work: Managing Emotions on the Job
Work and occupations, Vol.20(2), pp.205-232
05/1993
Handle:
https://hdl.handle.net/2376/111029
Abstract
Understanding the social-psychology effects of frontline service work requires attention to the emotional labor performed by incumbents of these positions. Using Hochschild's 1983 classification of jobs requiring emotional labor, this study examines the effects of emotional labor on workers employed in the banking and hospital industries. The results suggest that performance of emotional labor does not have uniformly negative consequences for workers, as some accounts imply. Instead, the effects of emotional labor are conditioned by workers' level of job autonomy and job involvement, and their self-monitoring abilities. The conditions under which emotional labor has negative and positive social-psychological consequences are discussed.
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Details
- Title
- The Affective Consequences of Service Work
- Creators
- AMY S WHARTON - Washington State University
- Publication Details
- Work and occupations, Vol.20(2), pp.205-232
- Academic Unit
- UNKNOWN
- Identifiers
- 99900547375601842
- Language
- English
- Resource Type
- Journal article