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Emotional labor in the 21st century : diverse perspectives on the psychology of emotion regulation at work / edited by Alicia A. Grandey, James M. Diefendorff, Deborah E. Rupp.

Contributor(s): Material type: TextTextSeries: Organization and management series (Routledge (Firm))Publisher: New York : Routledge, 2013Description: xix, 323 pages : illustrations ; 24 cmContent type:
  • text
Media type:
  • unmediated
Carrier type:
  • volume
ISBN:
  • 1848729499
  • 9781848729490
Other title:
  • Emotional labour in the 21st century
  • Emotional labour in the 21st century : Diverse perspectives on the psychology of emotion regulation at work
Subject(s): DDC classification:
  • 331.256 23
LOC classification:
  • HF5549.5.N64 E46 2013
Contents:
Part I. Overview: -- 1. Bringing emotional labor into focus : a review and integration of three researches / Alicia A. Grandey, James M. Diefendorff, and Deborah E. Rupp -- Part II. Person perspectives : within, between, dyadic and group: -- 2. Episodic intrapersonal emotion regulation : or, dealing with life as it happens / Daniel J. Beal and John P. Trougakos -- 3. Motivation, fit, confidence, and skills : hod do individual differences influence emotional labor? / Jason J. DAhling and Hazel-Anne M. Johnson -- 4. The social effects of emotion regulation in organizations / Stephane Cote, Gerben A. Van Kleef, and Thomas Sy -- 5. Emotional labor at the unit-level / Karen Niven [and others] -- Part III. Occupational perspectives : customer service, call centers, caring professionals: -- 6. The customer experience of emotional labor / Markus Groth, Thorsten Hennig-Thurau, and Karyn Wang -- 7. Call centers : emtotional labor over the phone / Danielle Van Jaarsveld and Winifred R. Poster -- 8. Attending to mind and body : engaging the complexity of emotion practice among caring professionals / Rebecca J. Erickson and Clare L. Stacey -- Part IV. Contextual perspectives : organization-level influences, strategies, and outcomes / S. Douglas Pugh, James M. Diefendorff, and Istina M. Moran: -- 10. Social and cultural influencers : gender effects on emotional labor at work and at home / Kathryn J. Lively -- 11. A cultural perspective on emotion labor / Batja Mesquita and Ellen Delvaus -- Part V. Multi-disiplinary perspectives: reflections and projections: -- 12. Reflections and projects from pioneers in emotions research.
Summary: "This book reviews, integrates, and synthesizes research on emotional labor and emotion regulation conducted over the past 30 years. The concept of emotional labor was first proposed by Dr. Arlie Russell Hochschild (1983), who defined it as "the management of feeling to create a publicly observable facial and bodily display" (p. 7) for a wage. A basic assumption of emotional labor theory is that many jobs (e.g., customer service, healthcare, team-based work, management) have interpersonal, and thus emotional, requirements and that well-being and effectiveness in these jobs is determined, in part, by a person's ability to meet these requirements"-- Provided by publisher.
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Includes bibliographical references and index.

Part I. Overview: -- 1. Bringing emotional labor into focus : a review and integration of three researches / Alicia A. Grandey, James M. Diefendorff, and Deborah E. Rupp -- Part II. Person perspectives : within, between, dyadic and group: -- 2. Episodic intrapersonal emotion regulation : or, dealing with life as it happens / Daniel J. Beal and John P. Trougakos -- 3. Motivation, fit, confidence, and skills : hod do individual differences influence emotional labor? / Jason J. DAhling and Hazel-Anne M. Johnson -- 4. The social effects of emotion regulation in organizations / Stephane Cote, Gerben A. Van Kleef, and Thomas Sy -- 5. Emotional labor at the unit-level / Karen Niven [and others] -- Part III. Occupational perspectives : customer service, call centers, caring professionals: -- 6. The customer experience of emotional labor / Markus Groth, Thorsten Hennig-Thurau, and Karyn Wang -- 7. Call centers : emtotional labor over the phone / Danielle Van Jaarsveld and Winifred R. Poster -- 8. Attending to mind and body : engaging the complexity of emotion practice among caring professionals / Rebecca J. Erickson and Clare L. Stacey -- Part IV. Contextual perspectives : organization-level influences, strategies, and outcomes / S. Douglas Pugh, James M. Diefendorff, and Istina M. Moran: -- 10. Social and cultural influencers : gender effects on emotional labor at work and at home / Kathryn J. Lively -- 11. A cultural perspective on emotion labor / Batja Mesquita and Ellen Delvaus -- Part V. Multi-disiplinary perspectives: reflections and projections: -- 12. Reflections and projects from pioneers in emotions research.

"This book reviews, integrates, and synthesizes research on emotional labor and emotion regulation conducted over the past 30 years. The concept of emotional labor was first proposed by Dr. Arlie Russell Hochschild (1983), who defined it as "the management of feeling to create a publicly observable facial and bodily display" (p. 7) for a wage. A basic assumption of emotional labor theory is that many jobs (e.g., customer service, healthcare, team-based work, management) have interpersonal, and thus emotional, requirements and that well-being and effectiveness in these jobs is determined, in part, by a person's ability to meet these requirements"-- Provided by publisher.

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