文章基本信息

标题：Consecuencias del Trabajo Emocional en el Sector Turístico: ¿Riesgos Psicosociales o Salud Laboral?
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作者：Carmen Ramis Palmer ; M. Antonia Manassero Mas ; Esther García Buades 等
期刊名称：Ciencia & Trabajo
印刷版ISSN：0718-0306
电子版ISSN：0718-2449
出版年度：2009
卷号：2009
期号：32
出版社：Fundación Científica y Tecnológica de la Asociación Chilena
摘要：In 1983 A.R. Hochschild (Hochschild 1983) introduces the term emotional labour to refer to the expression of organizationally desirable emotions to influence the interactions with clients at work. In the service sector, and especially in hospitality, employees have to work with their emotions as part of their job. This is the so-called emotion work, demands to express organizationally desirable emotions to their clients. In this article a description of the general results obtained in several investigations in the tourist sector follows. Its focus is on the emotional demands that receptionists and waiters experience as part of their job and in the personal and organizational consequences of the same. Emotion work was measured with the Frankfurt Emotion Work Scales (FEWS) by Zapf, Vogt, Seifert, Mertini, and Isic (Zapf et al. 1999); and burnout with the MBI-GS (Maslach Burnout Inventory Manual, Schaufeli et al. 1996). The results obtained show that employees of tourist services display a similar profile of emotion work independently of: the category and geographic location of the hotel, their occupation (receptionist versus waiter) and gender. This profile of emotional demands indicates that employees must often express positive emotions, empathy and sensitivity towards the clients. However, they do occasionally feel emotional dissonance.
关键词：TOURISM; WORKERS/PSYCHOLOGY; BURNOUT, PROFESSIONAL, STRESS, PSYCHOLOGICAL; WORKING CONDITIONS;MOTIVATION, SPAIN.