Praca emocjonalna w organizacji – ujęcie psychodynamiczne
Emotional labor in an organization – psychodynamic approach

Summary/Abstract: The topic of emotions in the workplace is beginning to draw attention of researchers and theorists. In many work settings, employees are expected to exert effort in the management of emotions in order to conform to the norms of organizations. This is called emotional labor, a term coined by Hochschild [1983]. Emotional labor is the display of expected emotions by service agents during service encounters. The article reviews and compares different ways of conceptualizing emotional labor. It presents theoretical backgrounds concerning emotions, emotional labor and defence mechanisms and the consequences of emotional labor for both employees and organizations. In conclusion some problems and future research directions are put forward.

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