Reglarea emoțiilor si epuizarea profesională la angajații din sectorul servicii
DOI:
https://doi.org/10.24837/pru.v6i2.364Keywords:
emotion regulation, burnout, positive – negative affectivity, service jobsAbstract
The main objective of this paper is to explore the relations between emotional regulation and burnout among Romanian service employees, and to empirically validate the adequacy of emotional regulation model (Gross, 1998) to the emotional work paradigm. We were interested to clarify not only the relations among positive - negative affectivity of employees and their emotion regulation strategies (attention deployment, cognitive change and response modulation), but also the relations among these strategies and burnout. The empirical research was mainly based on questionnaires developed based on the previous literature in the field, and also on the data gathered directly from Romanian population. The results show that the positive affectivity of service employees relates to certain emotion regulation strategies and prevent burnout. Moreover, certain emotion regulation strategies also prevent burnout. In the end, some practical implications and directions for future research are discussed.
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References
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Morris, J. A., Feldman, D. C. (1996). The Dimensions, Antecedents, and Consequences of Emotional Labor. Academy of Management Journal, 21, 989-1010.
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Stearns, G. M., Moore, R. J. (1993). The physical and psychological correlates of job burnout in the Royal Canadian Police. Canadian Journal of Criminology, 127-148.
Tolich M. B. (1993). Alienating and Liberating Emotions at Work: Supermarket Clerks' Performance of Customer Service. Journal of Contemporary Ethnography, 22, 3, 361 -381.
Zaharia, D. V., Apostol, M. M., & Neculau, A. (2007). Gestionarea emoțiilor negative și rezolvarea conflictelor printre angajații din sectorul servicii. Revista de Psihologie organizațională, 7, 1-2, 72-84.
Zapf, D., Vogt, C., Seifert, C., Mertini, H., & Isic, A. (1999). Emotion Work as a Source of Stress: The Concept and Development of an Instrument. European Journal of Work and Organizational Psychology, 8 , 3, 371–400.
Wharton, A. S. (1993). The affective consequences of service work: Managing emotions on the job. Work and Occupations, 20, 2, 205-232.
Ashforth, B. E., & Humphrey, R. H. (1993). Emotional labor in service roles: The influence of identity. Academy of Management Review, 18, 1, 88-115.
Brief, A. P., & Weiss, H. M. (2002). Organizational behavior: Affect in the workplace. Annual Review of Psychology, 53, 279-307.
Brotheridge, C. M., & Grandey, A. (2002). Emotional Labor and Burnout: Comparing Two Perspectives of People Work. Journal of Vocational Behavior, 60, 17-39.
Chu, K. H. (2002). The Effects of Emotional Labor on Employee Work Outcomes. Dissertation submitted to the Faculty of the Virginia Polytechnic Institute and State University. Document identificat la data de 26 iulie 2006 la adresa http://scholar.lib.vt.edu/theses/available/etd-06302002164031/unrestricted/Chuetd.pdf.
Cooper, C. L., Dewe, P. J., & O'Driscoll, M. P. (2001). Organizational Stress - A Review and Critique of Theory, research and Applications. London: Sage Publications.
Fineman, S. (1993). Organizations as Emotional Arenas. In S. Fineman (Ed.), Emotion in Organization (pp. 9-35). London: Sage.
Fineman, S. (2001). Emotions and organizational control. In R. L. Payne, & C. Cooper (Eds.), Emotions at Work - Theory, Research and Applications for Management (pp. 219-237). Chichester: Wiley & Sons Ltd.
Gherasim, R. L. (2006). Influența factorilor psiho-sociali asupra comportamentelor determinate de neajutorarea învățată. Teza de doctorat, Universitatea A.I. Cuza Iași.
Grandey, A. (2000). Emotion regulation in the workplace: A new way to conceptualize emotional labor. Journal of Occupational Health Psychology, 5, 1, 95-110.
Gross, J. J. (1998). The emerging field of emotion regulation: An integrative review. Review of General Psychology, 2, 271-299.
Gross, J. J. (2001). Emotion regulation in adulthood: Timing is everything. Current Directions in Psychological Science, 10, 214-219.
Heintz, M. (2006). Etica muncii la românii de azi. București: Curtea Veche.
Hochschild, A. (1983). The Managed Heart. Berkely: University of California Press.
Holdevici, I. (1996). Elemente de psihoterapie. București: All.
Kruml, S. M., & Geddes, D. (2000). Exploring the dimensions of emotional labor. Management Communication Quarterly, 14, 1, 8-49.
Maslach, C. (1982). Burnout, the cost of caring. Englewood Cliffs, N.J.: Prentice-Hall.
Maslach, C. (1981). Understanding burnout: Definitional issues in analyzing a complex phenomenon. In W. S. Paine (Ed.), Job stress and burnout (pp. 29-40). Beverly Hills, CA: Sage.
Morris, J. A., Feldman, D. C. (1996). The Dimensions, Antecedents, and Consequences of Emotional Labor. Academy of Management Journal, 21, 989-1010.
Seltzer, J., & Numerof, R. E. (1988). Supervisory leadership and subordinate burnout. Academy of Management Journal, 31, 2, 439-446.
Stearns, G. M., Moore, R. J. (1993). The physical and psychological correlates of job burnout in the Royal Canadian Police. Canadian Journal of Criminology, 127-148.
Tolich M. B. (1993). Alienating and Liberating Emotions at Work: Supermarket Clerks' Performance of Customer Service. Journal of Contemporary Ethnography, 22, 3, 361 -381.
Zaharia, D. V., Apostol, M. M., & Neculau, A. (2007). Gestionarea emoțiilor negative și rezolvarea conflictelor printre angajații din sectorul servicii. Revista de Psihologie organizațională, 7, 1-2, 72-84.
Zapf, D., Vogt, C., Seifert, C., Mertini, H., & Isic, A. (1999). Emotion Work as a Source of Stress: The Concept and Development of an Instrument. European Journal of Work and Organizational Psychology, 8 , 3, 371–400.
Wharton, A. S. (1993). The affective consequences of service work: Managing emotions on the job. Work and Occupations, 20, 2, 205-232.
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Published
2020-01-23
How to Cite
Zaharia, D. V., & Apostol, M. M. (2020). Reglarea emoțiilor si epuizarea profesională la angajații din sectorul servicii. Psihologia Resurselor Umane, 6(2), 90–102. https://doi.org/10.24837/pru.v6i2.364
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Research articles
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