EMOTIONAL WORK IN EXPLAINING THE PROFESSIONAL PERFORMANCE
EMOTIONAL WORK IN EXPLAINING THE PROFESSIONAL PERFORMANCE
Author(s): Daniela Nicoleta BotoneSubject(s): Social Sciences, Economy, Psychology, Behaviorism, Tourism, Human Resources in Economy
Published by: Fundatia Română pentru Inteligenta Afacerii
Keywords: Emotional work; Deep-acting; Surface acting; Organizational behavior;
Summary/Abstract: In this study, the aim was to identify the type of emotional work performed by employees from hotel industry (N = 148). The results indicated rather a type of emotional work characterized by "surface acting" of emotions that involves: a low intensity of self-perceived emotional exertion; a high-intensity emotional dissonance - because subjects perceive their emotional behavior (expression of emotion) as an inappropriate behavior, inauthentic for the situation itself; low level of emotional control and emotional participation (emotional control directed from the outside by organizational norms; low level of internalization and experiencing emotions during professional tasks; low level of internalization of the rules and organization’s regulations. The results also indicated that emotional work through surface acting does not vary significantly depending on the age and / or gender of the participants.
Journal: Management Intercultural
- Issue Year: 2020
- Issue No: 44-45
- Page Range: 53-61
- Page Count: 9
- Language: Romanian