Emotional labor in the 21st century

By Alicia Grandey, James Diefendorff, Deborah E. Rupp

Subjects: Psychology, industrial, BUSINESS & ECONOMICS / Management, Attitudes, BUSINESS & ECONOMICS, Management, Labor, PSYCHOLOGY / Industrial & Organizational Psychology, Industrial Psychology, Interpersonal relations, Nonverbal communication in the workplace, Nonverbal communication, Industrial & Organizational Psychology, POLITICAL SCIENCE, Employees, Psychologie du travail, Communication non verbale en milieu de travail, Personnel, Customer relations, Labor & Industrial Relations, PSYCHOLOGY

Description: "This book reviews, integrates, and synthesizes research on emotional labor and emotion regulation conducted over the past 30 years. The concept of emotional labor was first proposed by Dr. Arlie Russell Hochschild (1983), who defined it as "the management of feeling to create a publicly observable facial and bodily display" (p. 7) for a wage. A basic assumption of emotional labor theory is that many jobs (e.g., customer service, healthcare, team-based work, management) have interpersonal, and thus emotional, requirements and that well-being and effectiveness in these jobs is determined, in part, by a person's ability to meet these requirements"--