When emotion work is doomed to fail: Ideological and structural constraints on emotion management
When emotion work is doomed to fail: Ideological and structural constraints on emotion management
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DOI：
10.1525/si.1998.21.3.299
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发表时间：
1998-01-01
影响因子：
1.6
通讯作者：
Copp, M
中科院分区：
文献类型：
--
作者：
Copp, M
这篇文章探讨了员工如何在注定失败的情况下管理自己的情绪。这些员工--为发育障碍人士开设的庇护车间里的楼层讲师--被期望向客户灌输对工作的积极感受，并帮助他们转变为忠于职守的员工。但结构性条件--乏味、低工资的组装工作以及合同工作之间的漫长差距--迫使他们通过与他们的意识形态信仰相矛盾的强制性和对抗性情绪管理技术来获得客户的服从。地板指导员试图通过“预防性情绪管理”平和地加强对客户的控制，但最常见的情况是他们失去了控制，导致他们中的一些人经历了“倦怠”。本文将职业倦怠定义为员工在不能按照组织期望管理自己和他人情绪时所经历的职业情绪偏差。
This paper explores how workers try to manage their emotions under conditions that doom them to fail. The workers in question-floor instructors at a sheltered workshop for people with developmental disabilities-were expected to infuse clients with positive feelings about work and to help transform them into committed workers. But structural conditions-boring, poorly paid assembly work and long gaps between contract jobs-forced them to obtain clients' compliance through coercive and confrontational emotion management techniques that contradicted their ideological beliefs. The floor instructors sought to peacefully increase their control over clients through "preventive emotion management" but most often they experienced a loss of control, leading some of them to experience "burnout." This paper defines burnout as "occupational emotional deviance" that workers experience when they cannot manage their own and other's emotions according to organizational expectations.