Respuestas diferenciales ante las demandas emocionales del trabajo: una revisión de la literatura sobre características individuales y trabajo emocional

  • Lucas Pujol-Cols Investigador de Postdoctorado, Consejo Nacional de Investigaciones Científicas y Técnicas, Mar del Plata, Argentina. Investigador Asociado, Vicerrectoría de Investigación y Postgrado, Universidad Católica del Maule, Curicó, Chile. https://orcid.org/0000-0002-8754-3416
  • Guillermo E. Dabos Profesor Titular, Facultad de Ciencias Económicas, Universidad Nacional del Centro de la Provincia de Buenos Aires, Tandil, Argentina. https://orcid.org/0000-0002-4721-6023
Palabras clave: demandas emocionales, trabajo emocional, regulación emocional, diferencias individuales, características personales

Resumen

Este artículo tuvo por objetivo describir cómo las características personales de los empleados moldean sus respuestas frente a las situaciones emocionalmente demandantes de su trabajo. Para ello, se realizó una revisión de artículos empíricos publicados en revistas científicas de alto impacto. Los resultados revelan que los rasgos de personalidad, las habilidades emocionales y los motivos del trabajo constituyen las principales características individuales examinadas en la literatura sobre trabajo emocional. Asimismo, indican que estas características individuales asumen un rol fundamental en el trabajo emocional al condicionar las percepciones que los empleados tienen de las reglas emocionales, sus estrategias de regulación emocional y los efectos de los procesos regulatorios sobre la expresión emocional, el bienestar y el desempeño.

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Publicado
2021-07-08
Cómo citar
Pujol-Cols, L., & Dabos, G. E. (2021). Respuestas diferenciales ante las demandas emocionales del trabajo: una revisión de la literatura sobre características individuales y trabajo emocional. Estudios Gerenciales, 37(160), 472-491. https://doi.org/10.18046/j.estger.2021.160.4088
Sección
Artículos de revisión