Emotional labor and burnout: Comparing two perspectives of "people work"
Emotional labor and burnout: Comparing two perspectives of "people work"
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DOI：
10.1006/jvbe.2001.1815
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发表时间：
2002-02-01
影响因子：
11.1
通讯作者：
Grandey, AA
中科院分区：
文献类型：
--
作者：
Brotheridge, CM;Grandey, AA
尽管人们经常认为涉及“人的工作”的工作（例如，护士，服务人员）是情感负担（Maslach和杰克逊，1982），很少是这些工作的情感成分明确研究。目前的研究比较了情绪劳动的两个角度作为预测倦怠的负面情感的影响之外：工作为中心的情绪劳动（工作要求有关的情绪表达）和工作为中心的情绪劳动（调节的感情和情绪表达）。五个职业组别的情绪需求存在显著差异。表面情绪劳动或伪装的使用预测了超出工作要求的人格解体。感知展示积极情绪的需求和使用深层次的调节与个人成就感的提高有关，这表明这方面的工作有积极的好处。这些研究结果表明，员工倦怠的新的前因，并澄清情绪劳动文学比较不同的概念化这个概念。(C)2002年，Elsevier Science。
Although it has often been presumed that jobs involving "people work" (e.g., nurses, service workers) are emotionally taxing (Maslach & Jackson, 1982), seldom is the emotional component of these jobs explicitly studied. The current study compared two perspectives of emotional labor as predictors of burnout beyond the effects of negative affectivity: job-focused emotional labor (work demands regarding emotion expression) and employee-focused emotional labor (regulation of feelings and emotional expression). Significant differences existed in the emotional demands reported by five occupational groupings. The use of surface-level emotional labor, or faking, predicted depersonalization beyond the work demands. Perceiving the demand to display positive emotions and using deep-level regulation were associated with a heightened sense of personal accomplishment, suggesting positive benefits to this aspect of work. These findings suggest new antecedents of employee burnout and clarify the emotional labor literature by comparing different conceptualizations of this concept. (C) 2002 Elsevier Science.