<?xml version="1.0" encoding="ISO-8859-1"?><article xmlns:mml="http://www.w3.org/1998/Math/MathML" xmlns:xlink="http://www.w3.org/1999/xlink" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance">
<front>
<journal-meta>
<journal-id>1657-8953</journal-id>
<journal-title><![CDATA[Civilizar Ciencias Sociales y Humanas]]></journal-title>
<abbrev-journal-title><![CDATA[Civilizar]]></abbrev-journal-title>
<issn>1657-8953</issn>
<publisher>
<publisher-name><![CDATA[Universidad Sergio Arboleda]]></publisher-name>
</publisher>
</journal-meta>
<article-meta>
<article-id>S1657-89532018000200103</article-id>
<article-id pub-id-type="doi">10.22518/usergioa/jour/ccsh/2018.2/a08</article-id>
<title-group>
<article-title xml:lang="es"><![CDATA[Trabajo emocional: conceptos y características Revisión de literatura]]></article-title>
<article-title xml:lang="en"><![CDATA[Emotional labor: concepts and characteristics. A literature Review]]></article-title>
</title-group>
<contrib-group>
<contrib contrib-type="author">
<name>
<surname><![CDATA[López Posada]]></surname>
<given-names><![CDATA[Laura Marcela]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[González Rubio]]></surname>
<given-names><![CDATA[Janeth]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Blandón López]]></surname>
<given-names><![CDATA[Alexander]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
</contrib-group>
<aff id="Af2">
<institution><![CDATA[,Universidad del Tolima Administradora de Empresas de la Universidad Nacional de Colombia Doctora en Emprendimiento, Cooperativismo e Innovación Social, Mondragon Unibertsitatea]]></institution>
<addr-line><![CDATA[ ]]></addr-line>
<country>Colombia</country>
</aff>
<aff id="Af3">
<institution><![CDATA[,Universidad del Tolima  ]]></institution>
<addr-line><![CDATA[ ]]></addr-line>
<country>Colombia</country>
</aff>
<aff id="Af4">
<institution><![CDATA[,Universidad del Tolima  ]]></institution>
<addr-line><![CDATA[ ]]></addr-line>
<country>Colombia</country>
</aff>
<pub-date pub-type="pub">
<day>00</day>
<month>12</month>
<year>2018</year>
</pub-date>
<pub-date pub-type="epub">
<day>00</day>
<month>12</month>
<year>2018</year>
</pub-date>
<volume>18</volume>
<numero>35</numero>
<fpage>103</fpage>
<lpage>114</lpage>
<copyright-statement/>
<copyright-year/>
<self-uri xlink:href="http://www.scielo.org.co/scielo.php?script=sci_arttext&amp;pid=S1657-89532018000200103&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://www.scielo.org.co/scielo.php?script=sci_abstract&amp;pid=S1657-89532018000200103&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://www.scielo.org.co/scielo.php?script=sci_pdf&amp;pid=S1657-89532018000200103&amp;lng=en&amp;nrm=iso"></self-uri><abstract abstract-type="short" xml:lang="es"><p><![CDATA[Resumen Este artículo tiene como objetivo realizar una revisión de literatura relacionada con el trabajo emocional, analizando sus principales conceptualizaciones, tendencias en investigación e investigadores destacados. La revisión se sustenta en búsquedas exhaustivas en revistas especializadas en el trabajo emocional y comportamiento organizacional, así como en libros y artículos nacionales. Examinar la relación del trabajo emocional con los resultados de la organización es especialmente necesario, porque una de las razones primarias por las que las organizaciones requieren el trabajo emocional es que la expresión emocional tiene una fuerte influencia en el comportamiento de las ventas y el desempeño organizacional. Finalmente, la temática de trabajo emocional ha sido poco explorada en el campo de investigación del comportamiento y la psicología organizacional, y puede ser abordada multidimensionalmente desde factores tanto individuales como organizacionales.]]></p></abstract>
<abstract abstract-type="short" xml:lang="en"><p><![CDATA[Abstract This article aims to conduct a literature review about emotional labor analyzing its main conceptualizations, research trends, and noted researchers. The review is based on exhaustive searches in journals specialized in emotional labor and organizational behavior, as well as in national books and articles. Examining the relationship between emotional labor and the results of the organization is especially necessary because one of the primary reasons why organizations require emotional labor is that emotional expression has a strong influence on sales behavior and organizational performance. Finally, the topic of emotional labor has been little explored in the field of behavioral research and organizational psychology, and can be approached multidimensionally from both individual and organizational factors.]]></p></abstract>
<kwd-group>
<kwd lng="es"><![CDATA[Trabajo emocional]]></kwd>
<kwd lng="es"><![CDATA[reglas de demostración de emociones]]></kwd>
<kwd lng="es"><![CDATA[manejo y regulación de emociones]]></kwd>
<kwd lng="en"><![CDATA[Emotional labor]]></kwd>
<kwd lng="en"><![CDATA[rules of demonstration of emotions]]></kwd>
<kwd lng="en"><![CDATA[management and regulation of emotions]]></kwd>
</kwd-group>
</article-meta>
</front><back>
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