Abstract

GRACIA, Esther; RAMOS, José  and  MOLINER, Carolina. The Emotional Work from a Clarifying Perspective after Thirty Years of Research. Univ. Psychol. [online]. 2014, vol.13, n.4, pp.1517-1529. ISSN 1657-9267.  https://doi.org/10.11144/Javeriana.UPSY13-4.tepc.

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.

Keywords : Emotional labour; emotional regulation; service organizations.

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