EMOTIONAL WORK IN EXPLAINING THE PROFESSIONAL PERFORMANCE

Daniela Nicoleta Boţone
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Daniela Nicoleta Boţone: “Lucian Blaga” University of Sibiu

Management Intercultural, 2020, issue 45, 53-61

Abstract: In this study, the aim was to identify the type of emotional work performed by employees from hotel industry (N = 148). The results indicated rather a type of emotional work characterized by "surface acting" of emotions that involves: a low intensity of self-perceived emotional exertion; a high-intensity emotional dissonance - because subjects perceive their emotional behavior (expression of emotion) as an inappropriate behavior, inauthentic for the situation itself; low level of emotional control and emotional participation (emotional control directed from the outside by organizational norms; low level of internalization and experiencing emotions during professional tasks; low level of internalization of the rules and organization’s regulations. The results also indicated that emotional work through surface acting does not vary significantly depending on the age and / or gender of the participants.

Keywords: Emotional work; Deep-acting; Surface acting; Organizational behavior (search for similar items in EconPapers)
JEL-codes: D23 D91 (search for similar items in EconPapers)
Date: 2020
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Persistent link: https://EconPapers.repec.org/RePEc:cmj:interc:y:2020:i:45:p:53-61

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