Concept Of Emotional Labour Research Articles

Autonomy and caring: Towards a Marxist understanding of nursing work.

The aim of this paper is to re-examine nursing work from a Marxist perspective by means of a critique of two key concepts within nursing: autonomy and caring. Although Marx wrote over 150years ago, many see continuing relevance to his theories. His concepts of capital, ideology and class antagonism are employed in this paper. Nursing's historical insertion into the developing hospital system is seen in terms of a loss of autonomy covered over by the development of cults of loyalty toward those institutions, while the concept of emotional labour is used to re-examine nursing's high valuing of "caring" and to understand it as potentially exploitative of nurses. Raising awareness of this alternative way of understanding nursing work can become a first step toward change.

More‐than‐human emotions: Multispecies emotional labour in the tourism industry

The concept of emotional labour has been subject to critique, evaluation, development and extension over the last 35 years, but it remains firmly anthropocentric. This article begins to address this shortcoming by illustrating some of the productive potential of extending the concept of emotional labour to include more‐than‐human and multispecies perspectives. Organizations are not solely human phenomena, but research usually fails to consider the role of non‐humans in work in contemporary capitalism. Using the example of trail horses in tourism, I argue that some non‐human animals should be considered workers, and that they do perform emotional labour in service to commercial organizations. More‐than‐human and multispecies perspectives capture some of the complexities of everyday organizational practices, and can inform feminist research attuned to the experiences of marginalized others, human and non‐human.

Dying Professions: Exploring Emotion Management among Doctors and Funeral Directors

There are few more emotive experiences in life than death. Drawing on Arlie Hochschild’s concept of emotional labour, this article compares the emotional responsibilities of two groups of death professionals: doctors and funeral directors. It addresses the lack of comparative studies in the otherwise robust literature concerning emotional labour in the workforce. Through qualitative analysis, I identify how funeral directors and doctors believe they should feel in regard to death, how they manage these feelings, and the related consequences of this emotional labour. This analysis suggests that the emotion management of these professionals is primarily influenced by two key factors: prioritizing the emotions of others and stifling one’s own strong emotions. Differences became apparent in terms of how these factors are managed and what the related emotional consequences may be, due to the respective reliance of the funeral directors on surface acting and the doctors on deep acting emotion management strategies. In the future, it would be helpful to complement existing research with participant observation studies in order to better illuminate the meaning that emotional labour has for individuals in practice. Due to their unique position of encountering death as part of a job, death professionals have much to teach each other, as well as the broader population, about accepting and managing emotions related to mortality.

Handling fear among staff: violence and emotion in secure units for adolescents

ABSTRACTThe Swedish National Board of Institutional Care (SiS) has reported a rise in violent incidents between staff and youth placed in secure units. This paper explores how secure unit staff narratively position themselves and youth when speaking about violence, and how staff describe the emotional impact violence has on them. The paper takes two theoretical starting points. First is the concept of emotional labour, including feeling rules, emphasizing that staff work with the emotions of others whilst also being expected to control their own. Second is the idea that the interaction among staff shapes various social representations and positionings. Five focus groups were conducted with staff (n = 27) who worked with both boys and girls at three different secure units in Sweden. The empirical data was first processed through narrative analysis and then by an interaction analysis. The results, presented as four excerpts within four themes, reveal collegial processes of narrative helping that steer group members to find emotional positions when talking about experienced violence, i.e., to find appropriate feeling rules. Furthermore, despite counter-narratives expressed by participants in the focus group, a representation of youth as violent persists. Finally, emotional labour seems to involve working with one’s own feelings and controlling the emotions of youth, not the opposite. The results suggest how important it is for staff to recognize youth from different templates and that violence can take various forms, and furthermore, that it is essential to make the emotion of fear visible in this context.

NEW APPROACHES OF EMOTIONAL LABOR PROCESSES IN THE MODERN ORGANIZATIONS

Emotional labor, known as managed emotions, is exhibited in the face of communication with the service areas in order to adapt to the rules that the organizations have stated. The aim of emotional labor in this study is that organizations can be understood better in terms of employees. The literature survey for this purpose has provided emotional labor approaches, emotional labor dimensions, and the results of emotional labor. In the light of the obtained information; "Concept and concept of emotional labor" was interpreted in order to extract, evaluate, develop and correctly apply the first output in terms of a certain limited view in 1981, in a broader angle of 360 ° in modern business life. Thus, contemporary business organizations are expected to provide more humanitarian work conditions, realistic business relationships and a satisfying work environment, as well as increased productivity, quality, creativity and innovation.

A qualitative investigation of instructors’ perceived communicative roles in students’ mental health management

ABSTRACTDrawing on scholarship focused on the concept of emotional labor, this study investigates the communicative role of college instructors in managing their students’ mental health. Interviews with instructors (N = 17) focused on their perceived communicative roles in their students’ mental health management, the communicative techniques they use to address students’ mental health in and outside of the classroom, and the concerns they have in addressing the mental health of their students. Notably, instructors identified four communicative roles they feel comfortable assuming, three overarching communicative techniques utilized in their day-to-day interactions with students, and two primary concerns in addressing students’ mental health. These communicative roles and techniques suggest a continuum of interpersonal engagement and comfort (or lack thereof) in discussing mental health topics with students. Findings are discussed in terms of their contribution to communication and instruction research, their connections to the emotional labor provided by college instructors for their students, and practical implications for university administration.

Emotional Labor: Regulating Emotions for a Wage

Many employees perform emotional labor, regulating their emotions to meet organizationally mandated display rules (e.g., “service with a smile”), which has both professional and personal implications. Emotion regulation in a work context is important to enhance customers’ mood and service satisfaction, but putting on that smile to perform one’s work role can have surprising costs depending on how the emotions are regulated. When employees try to change their feelings to appear sincere (i.e., deep acting), performance is enhanced, yet employees must often “fake it” (i.e., surface act), which has consequences to their well-being. We discuss how these concepts are similar and distinct from emotion-regulation strategies while also reviewing work factors that help optimize emotional labor’s impact on performance and well-being. Finally, we note recent studies that have expanded the concept of emotional labor and the methods used to capture this workplace experience.

Laboring lesbians: Queering emotional labor

Through an ethnographic examination of the everyday lives of lesbians working in gas stations, this article highlights the ways in which sexuality matters within the workplace. One of the unique aspects of the service economy is the position of the body at the center of the market transaction. In other words, it is the body that serves as the point of production between the customer and the company. Within this productive space, the concept of emotional labor highlights how emotions are a critical aspect of labor within a position of service required in order to develop relationships with consumers. The goals of this article are to strengthen the original concept of emotional labor by complicating our understanding of the body with specific reference to sexuality, an intersectional analysis of the assumption of the heteronormative worker, examining the multiple ways in which workers interpret and enact emotional labor and the accompanying rewards and punishments that shape the experience of emotional labor and exploring how gender and sexuality are performed. Ultimately, laboring lesbian bodies are informing, resisting, and playing as well as conforming to this complex production.

AKADEMİSYENLERİN DUYGUSAL EMEK DÜZEYLERİNİN İNCELENMESİ

This study aimed to evaluate the level of the academics' emotional labor, which has become an economic value and which can be the predecessor or successor of many organizational behavior variables, and to evaluate what kind of relatively superior features it contains in terms of superficial, deep role-playing and natural emotion. In this study; 398 academicians from 4 universities in Hacettepe, Gazi, Ankara and Bilkent University participated in Ankara. The reason for collecting data from academicians is that they are among the occupational groups that are most expected for emotional labor. In the study, we used quantitative research model, and to gather data in addition to personnel information form, we used the Turkish version of Diefendorff et all' s emotional labor scale. The data analyzed with SPSS 21 package program using frequency, percentage, independent samples t-test, and one-way ANOVA. According to the analysis results, when we examined the demographic data of the participants, we found that 49.7% were female, and 50.3% were male. When the age groups were examined, it was found that the average was 40.63. In the findings of the study conducted to determine the emotional labor levels of academic staff, significant differences were found only in the 'superficial role-playing' sub-dimension of the t-test results according to gender, while no significant difference was found in the other sub-dimensions. There was a statistically significant difference in the overall scale (p = .0200; p <.05). According to ANOVA results, there were no significant differences in overall and in the sub-dimensions of the scale. Considering that the concept of emotional labor is essential for employees who are mostly in face-to-face communication, more meaningful and generalizable results can be achieved by applying this scale in different occupational groups other than academics.

Staging atmosphere: collective emotional labour on the film set

ABSTRACT Despite a significant multidisciplinary body of work on emotional labour, its application to geographical debates regarding space remains thin, and the role of emotional labour in the interrelations that produce space is poorly understood. In contrast, a substantial literature has developed in social and cultural geography concerned with ‘affective atmospheres’, understood as the relational and collective nature of affects. Within this literature, consideration has been given to the ways in which atmospheres might be staged to affect people’s moods for a variety of artistic and commercial reasons. Placing the concepts of emotional labour and atmosphere into dialogue, this paper offers a relational account of the film set as a space in which directors, cast and crew engage in performances of individual and collective emotional labour in order to stage particular atmospheres. Drawing on primary qualitative data, we present the on-set work of film directors as attending to three relational projects: comportment, corpsing and conflict. In so doing, this paper offers a new understanding of the staging of atmosphere through performances of collective emotional labour. Such a perspective goes beyond the material to consider the emotional qualities of space and brings agency and intentionally to the fore in accounts of atmosphere.

‘TeamUP’: An approach to developing teamwork skills in undergraduate midwifery students

The term ‘emotional labour’ has been used to describe the competing demands on midwives to empathize with clients whilst maintaining a level of professional detachment. Previous research indicates that when individuals experience difficulty managing these emotions, burnout may result. Aboriginal health care workers often have roles with large emotional demands, as they are relied upon heavily to engage clients in care. However, the concept of emotional labour has received little attention in relation to this group.To explore potential sources of emotional labour for Aboriginal Maternal Infant Care workers in a maternity care program for Aboriginal women in South Australia. The program involves these workers providing care for women in partnership with midwives.We employed a phenomenological approach. Thirty in-depth interviews were conducted with staff and clients of the program. Recorded interviews were transcribed and coded and emerging themes identified.This workforce undertakes extensive emotional labour. Key sources include the cultural and family obligations they have to clients, complex social needs of many clients, and potential for community backlash when poor perinatal outcomes occur. A lack of respect for the role within the workplace further contributes to these experiences.This study found that the responsibilities inherent to the role as both cultural broker and carer create significant emotional labour for workers. Recommendations to address this and enhance the sustainability of this workforce include: recognition and valuing of emotional work by management and other staff, enhancing cultural awareness training, and building stress-relieving activities into the workplace.

YouTube Beauty Gurus and the emotional labour of tribal entrepreneurship

Tribal entrepreneurship valorises emotional bonds between consumers and entrepreneurs, yet this emotional dimension is little understood. Drawing from a netnographic study of YouTube Beauty Gurus as tribal entrepreneurs, and uniting the concept of emotional labour with theories of moral emotions, we demonstrate the importance of emotional labour to tribal entrepreneurship's success. We observe novel forms of emotional labour performed by tribal entrepreneurs, relating to the expression of self-conscious and other-praising moral emotions, in addition to new technology-enabled forms of emotional censorship that silence the expression of other-condemning moral emotions in central tribal gathering spaces. Furthermore, we highlight the emotional labour performed by the broader tribe as their compassion for the entrepreneur stimulates tribal defense via the suppression of other-condemning emotions. We extend theories of tribal entrepreneurship by theorising the role and importance of emotional labour. Our findings also extend broader theories of emotions and contribute to discussions of immaterial labour.

Learning lessons from the analysis of patient complaints relating to staff attitudes, behaviour and communication, using the concept of emotional labour.

This article explores the content of letters of complaint by patients and carers about the behaviour, attitudes and communication of healthcare staff. The most common focus of patient complaints in the UK and other high-income countries is staff attitudes, behaviour and communication. There is a move to learn lessons from patient complaints, which can be used to improve patient care and experience. Fifty letters of complaint made by patients and carers relating to the behaviour, attitudes and communication of healthcare staff were analysed. Poor attitudes, behaviours and communication have significant negative impact on the emotional well-being of patients and carers. Many patients and carers have heightened sensitivities due to both health-related stresses and also other factors. The healthcare role is expected to include compassion and kindness. The concept of emotional labour is useful in explaining the skills and effort required of staff in this often invisible and undervalued aspect of health care. Given the increasing focus on patient experience, it is important that the importance of good staff attitudes, behaviours and communication is understood and that the emotional labour associated with this is recognised. An understanding of emotional intelligence can protect staff from burnout and other negative outcomes which those in a caring role can experience.

‘Nowhere else sells bliss like this’: Exploring the emotional labour of soldiers at war

Reading secondary data from military memoirs of recent conflicts through the prism of scholarship on emotional labour, this paper discusses feeling rules fostered by the total institution of military service. The military is a significant context for such analysis, given that it socializes its personnel into mastering the practices and skills of lethal violence for combat operations. It is, moreover, a total institution, and the disculturation new recruits must endure creates fertile ground for the inculcation of a specific emotional regime. Further, unlike most other service occupations, the military is both male‐dominated and highly masculine. The paper also makes a case for using memoirs in the study of emotional labour. Being examples of what we call identity writing, they offer different insights to those we might attain through other methods. Indeed, we argue that memoirs provide a fruitful source for future organization studies research into the emotional regime of the military especially. Third, our discussion expands the concept of emotional labour in that the emotional regime the memoirists index: is not undertaken for a specific group of customers; entails a distinctive range of emotions; and involves the conscious cultivation of gendered communities of coping among soldiers.

Factors affecting the emotional labor in food services: The case of Van as a tourism destination

There are many studies on the concept of emotional labor in the literature, but limited studies available in the food services business. For this reason, the basic objective of present study is to identify the factors affecting emotional labor of employees in this industry and to explore the situational factors and demographic variables that may have an impact on emotional labor through its sub dimensions as surface acting and deep acting. The data were collected from the food services workers during 2017 summer season in Van, by a questionnaire as the survey instrument which was developed by the authors from the literature. Major findings of this survey can be summarized as; emotional labor was mostly influenced by emotional dissonance and interaction variety, and positive relationships were found between interaction frequency and interaction intensity, emotional dissonance and interaction variety; there is a significant association between intensity of interaction and gender of the employees; and as a demographic dimension, woman workers display more intensive emotional labor then men do.

Emotional Labour: Implications for Nursing Practice

Nursing is a profession that requires extensive amount of emotional work. Nurses have to manage their feelings and expressions to fulfil the emotional requirement of job and their behaviour pass through emotional labour. This article explores the concept of emotional labour and discusses emotional labour in nursing and its effect on nurses. Emotional labour seems to be an underappreciated aspect of caring work.This article also addresses the prevention and management strategies of emotional labour.

Emotional Labour: Implications for Nursing Practice

nbspNursing is a profession that requires extensive amount of emotional work. Nurses have to manage their feelings and expressions to fulfil the emotional requirement of job and their behaviour pass through emotional labour. This article explores the concept of emotional labour and discusses emotional labour in nursing and its effect on nurses. Emotional labour seems to be an underappreciated aspect of caring work.This article also addresses the prevention and management strategies of emotional labour.Key Words Nursing Emotional Labournbsp

Impact of customer orientation on turnover intention: mediating role of emotional labour

PurposeThe purpose of this paper is to examine whether the frontline employees’ emotional labour can illustrate the relationship between customer orientation (CO) and turnover intention in the hospitality industry. The study applies the job demands and resources (JD-R) theory to explain the relationship between variables in the proposed model.Design/methodology/approachThe paper surveys a sample of 378 frontline employees in the hospitality industry.FindingsThe findings of this study show that the CO is strongly and positively associated with turnover intention. The three dimensions of emotional labour are all partially mediated with the relationship between CO and turnover intention.Research limitations/implicationsThe limitations of this study include the sample came from seven five-star hotels in Beijing, China. This study used perceptual self-reported measures, which may generate exaggerated relationships among variables. These issues are addressed in the analysis.Practical implicationsFirst, the recruitment and selection of frontline employees should incorporate an assessment of the level of CO. Second, hospitality management should train employees in the proper control of emotional labour.Social implicationsHospitality should make efforts to supply job resources, such as providing delicious food; more promotion opportunities; better training and recreation programs; more clarified job definitions; and position autonomy. Moreover, good interpersonal relationships, regular recreational activities and sharing working experiences with colleagues may be applied to cope with job demands.Originality/valueThis study is to explain the roles of the three dimensions of emotional labour (surface acting, genuine emotion and deep acting) in the relationship between CO and turnover intention. More specifically, this study demonstrates why hospitality employees with high (or low) CO have low (or high) levels of turnover intention applying the concept of emotional labour based on JD-R theory.

Emotional labour: learning from the past, understanding the present.

The number of nurses considering leaving the profession has continued to rise, and in many areas there is a nursing shortfall. For many of those leaving the profession, the decision results from workplace stress. This article examines the concept of emotional labour, which has been linked to compassion fatigue and subsequent burnout. Emotional labour is the term used to describe the process of displaying outward emotion that may not match our internal emotion; this dissonance can lead to highly stressful situations. The concept is explored from a genealogical perspective, specifically focusing on how gender, socio-political and health cultures have influenced the evolution of the discourse that defines how emotional labour is perceived, understood and valued. This article will identify what has shaped the discourse and how the historical influences have influenced perceptions. The article identifies that emotional labour has traditionally been viewed as women's work and has been undervalued. The influence of male nurses and the gradual decline of heavy industry has served to improve the understanding and value of the concept. Lessons from the past can inform the management of the stresses of emotional labour. Emotional labour is a recognised component of workplace stress and this article makes a number of recommendations for further research or management strategies, which may assist in the recognition and management of the stresses nurses face when delivering emotionally demanding care.

Women as Emotional Entities in the Hospitality Sector of Mauritius. A Case Study

AbstractEmotions and feelings have always been part of human beings. Its use in the organisational context in order to achieve competitive advantage, that is, the management of emotions by female workers remains a matter of great debate. Hochschild through her book “The Managed Heart: Commercialisation of Human Feeling” in 1983 brought forward the concept of Emotional labour. This paper has attempted to explore areas where female workers are being employed to carry out emotional work and for this purpose a hotel in the eastern cost of Mauritius was chosen being part of the hospitality industry. The survey was conducted there so as to be able to gather quantitative information about this subject issue and a personal interview was also being carried out in order to obtain the opinions of the human resource manager on this concept as being a woman and a manager herself. A series of recommendations have been provided in order to encourage better treatment of women and make them happy employees.