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Book part
Publication date: 7 July 2015

Sanjeewa Perera and Carol T. Kulik

Emotion work benefits service organizations, but high emotion-workloads lead to negative consequences for employees. We examined differences between employees highly…

Abstract

Emotion work benefits service organizations, but high emotion-workloads lead to negative consequences for employees. We examined differences between employees highly competent in emotion work (Experts) and those who are less competent (Novices). We found that Novices conformed to organizational level display rules, used simple strategies and felt overwhelmed by their emotion-workload. In contrast, Experts followed interaction level display rules, used proactive strategies, and found emotion work to be effortless. This suggests that emotion work competence can act as a firewall buffering employees from negative consequences. Hospitality organizations can benefit from encouraging employees to increase their emotion work competence.

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New Ways of Studying Emotions in Organizations
Type: Book
ISBN: 978-1-78560-220-7

Keywords

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Book part
Publication date: 29 July 2011

Sanjeewa Perera

This chapter investigated tactics used by customer service employees in performing emotion work during their interactions with customers and those internal to…

Abstract

This chapter investigated tactics used by customer service employees in performing emotion work during their interactions with customers and those internal to organizations. Based on a qualitative study in the hospitality industry, I discovered that customer service employees used a range of tactics that impact different phases of the emotion regulation process in order to facilitate emotion work. One group of tactics was directed towards the work context while the other was self-directed in an attempt to regulate the experience and expression of emotion. Taken together these two groups of tactics provide a holistic portrayal of the range of tactics used by customer service employees in performing emotion work.

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What Have We Learned? Ten Years On
Type: Book
ISBN: 978-1-78052-208-1

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Book part
Publication date: 7 July 2015

Abstract

Details

New Ways of Studying Emotions in Organizations
Type: Book
ISBN: 978-1-78560-220-7

To view the access options for this content please click here
Book part
Publication date: 29 July 2011

Abstract

Details

What Have We Learned? Ten Years On
Type: Book
ISBN: 978-1-78052-208-1

To view the access options for this content please click here
Book part
Publication date: 7 July 2015

Abstract

Details

New Ways of Studying Emotions in Organizations
Type: Book
ISBN: 978-1-78560-220-7

To view the access options for this content please click here
Book part
Publication date: 7 June 2016

Abstract

Details

Emotions and Organizational Governance
Type: Book
ISBN: 978-1-78560-998-5

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Book part
Publication date: 7 July 2015

Abstract

Details

New Ways of Studying Emotions in Organizations
Type: Book
ISBN: 978-1-78560-220-7

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