Emotional Management in the Workplace of the Spanish Population. Quantitative Analysis through the Construction of an Emotional Quality Index at Work and its Link to Social Structure

Abstract

The organisation of work, located in the post-Fordist paradigm, stresses the emotional aspects of employee-client interaction processes. This emphasis arises from the shift in the productive structure towards growth in service activities in which interpersonal relationships are key factors. In this "new culture", the organisation is conceived as a ‘sentient’ environment and emotional workcaptures the interest of researchers and social scientists who analyse the role played by emotionsin occupations and organisational culture (Zapf, 2002, Grandey 2000, 2015, Seymour and Sandiford2005, Bolton 2000, Wharton, 2009, Totterdell, and Holman, 2003). Most related research has focused on qualitative case studies of workers in the service sector (Steinberg and Figart, 1999) — an approach that limits the inferences one can make and hinders one in linking findings to the socialstructure. The aim of our research is to expand this field of analysis and explore the link between emotional management and social structure. That is why we used a quantitative methodology, for which purpose we built an Emotional Quality Index in the Workplace (EQIW), allowing us to measure the emotional quality of workers in Spain and analyse their relationship with the threekey structural variables: social class; occupation; gender. Here, we used data from the European Working Conditions Survey (2015). The results show that there are significant differences in the emotional management of work by occupation, social class and gender, verifying that there isindeed a link between the EQIW and the social structure.