文章基本信息

标题：El Trabajo Emocional desde una perspectiva clarificadora, tras treinta años de investigación
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作者：Esther Gracia ; José Ramos ; Carolina Moliner 等
期刊名称：Universitas Psychologica
印刷版ISSN：2011-2777
出版年度：2014
卷号：13
期号：4
语种：Spanish
出版社：Pontificia Universidad Javeriana
摘要：This paper aims to analyze the concept of Emotional Work. Specifically, through an integrated approach, it is intended to clarify what is Emotional Work and differentiate concepts that are commonly associated in the literature. Also, one of the latest proposals on how they could produce the Emotional Work applied to the context of service organizations is analyzed. Finally, the background literature identifies as potential issues for the appearance of emotional labor and the consequences it can have on organizational outcomes, such as quality of service and the psychosocial health of workers are analyzed.
其他摘要：This paper aims to analyze the concept of Emotional Work. Specifically, through an integrated approach, it is intended to clarify what is Emotional Work and differentiate concepts that are commonly associated in the literature. Also, one of the latest proposals on how they could produce the Emotional Work applied to the context of service organizations is analyzed. Finally, the background literature identifies as potential issues for the appearance of emotional labor and the consequences it can have on organizational outcomes, such as quality of service and the psychosocial health of workers are analyzed.
关键词：emotional labour;emotional regulation;service organizations;Regulación Emocional; Trabajo Emocional; y Organizaciones de Servicios
其他关键词：emotional labour; emotional regulation; service organizations