Respuestas diferenciales ante las demandas emocionales del trabajo: una revisión de la literatura sobre características individuales y trabajo emocional
DOI:
https://doi.org/10.18046/j.estger.2021.160.4088Palabras clave:
demandas emocionales, trabajo emocional, regulación emocional, diferencias individuales, características personalesResumen
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.
Descargas
Referencias
Allen, J. A., Pugh, S. D., Grandey, A. A. y Groth, M. (2010). Following display rules in good or bad faith?: Customer orientation as a moderator of the display rule-emotional labor relationship. Human Performance, 23(2), 101-115. https://doi.org/10.1080/08959281003621695
Ashforth, B. E. y Humphrey, R. H. (1993). Emotional labor in service roles: The influence of identity. Academy of Management Review, 18(1), 88-115. https://doi.org/10.5465/amr.1993.3997508
Austin, E. J., Dore, T. C. y O’Donovan, K. M. (2008). Associations of personality and emotional intelligence with display rule perceptions and emotional labour. Personality and Individual Differences, 44(3), 679-688. https://doi.org/10.1016/j.paid.2007.10.001
Aw, S. S., Ilies, R. y De Pater, I. E. (2020). Dispositional empathy, emotional display authenticity, and employee outcomes. Journal of Applied Psychology, 105(9), 1036-1046. https://doi.org/10.1037/apl0000471
Bakker, A. B. y Heuven, E. (2006). Emotional dissonance, burnout, and in-role performance among nurses and police officers. International Journal of Stress Management, 13(4), 423-440. https://doi.org/10.1037/1072-5245.13.4.423
Bechtoldt, M. N., Rohrmann, S., De Pater, I. E. y Beersma, B. (2011). The primacy of perceiving: Emotion recognition buffers negative effects of emotional labor. Journal of Applied Psychology, 96(5), 1087-1094. https://doi.org/10.1037/a0023683
Bandura, A. (1986). The explanatory and predictive scope of self-efficacy theory. Journal of Social and Clinical Psychology, 4(3), 359- 373. https://doi.org/10.1521/jscp.1986.4.3.359
Barnes, C. M., Guarana, C. L., Nauman, S. y Kong, D. T. (2016). Too tired to inspire or be inspired: Sleep deprivation and charismatic leadership. Journal of Applied Psychology, 101(8), 1191-1199. https://doi.org/10.1037/apl0000123
Barrick, M. R. y Mount, M. K. (1993). Autonomy as a moderator of the relationships between the big five personality dimensions and job performance. Journal of Applied Psychology, 78(1), 111-118. https://doi.org/10.1037/0021-9010.78.1.111
Barrick, M. R. y Mount, M. K. (2005). Yes, personality matters: Moving on to more important matters. Human Performance, 18(4), 359- 372. https://doi.org/10.1207/s15327043hup1804_3
Beal, D. J., Trougakos, J. P., Weiss, H. M. y Green, S. G. (2006). Episodic processes in emotional labor: perceptions of affective delivery and regulation strategies. Journal of Applied Psychology, 91(5), 1053-1065. https://doi.org/10.1037/0021-9010.91.5.1053
Bono, J. E. y Vey, M. A. (2006). Toward understanding emotional management at work: A quantitative review of emotional labor research. En C. Hartel, N. Ashkanasy y W. Zerbe (Eds.), Emotions in organizational behavior (pp. 224-244). New York: Psychology Press.
Brackett, M. A. y Salovey, P. (2006). Measuring emotional intelligence with the mayer-salovery-caruso emotional intelligence test (MSCEIT). Psicothema, 18(1), 34-41.
Brotheridge, C. M. y Grandey, A. A. (2002). Emotional labor and burnout: Comparing two perspectives of “people work”. Journal of Vocational Behavior, 60(1), 17-39. https://doi.org/10.1006/jvbe.2001.1815
Brotheridge, C. M. y Lee, R. T. (2002). Testing a conservation of resources model of the dynamics of emotional labor. Journal of Occupational Health Psychology, 7(1), 57-67. https://doi.org/10.1037/1076-8998.7.1.57
Brotheridge, C. M. (2006). The role of emotional intelligence and other individual difference variables in predicting emotional labor relative to situational demands. Psicothema, 18(1), 139-144.
Buckner, J. y Mahoney, K. T. (2012). Individual differences and emotional labor: An experiment on positive display rules. Personality and Individual Differences, 53(3), 251-256. https://doi.org/10.1016/j.paid.2012.03.028
Carver, C. y Scheier, M. (1998). On the self-regulation of behavior. New York: Cambridge University Press.
Castillo-Vergara, M., Alvarez-Marin, A. y Placencio-Hidalgo, D. (2018). A bibliometric analysis of creativity in the field of business economics. Journal of Business Research, 85(1), 1-9. https://doi.org/10.1016/j.jbusres.2017.12.011
Chi, N. W., Grandey, A. A., Diamond, J. A. y Krimmel, K. R. (2011). Want a tip? Service performance as a function of emotion regulation and extraversion. Journal of Applied Psychology, 96(6), 1337-1346. https://doi.org/10.1037/a0022884
Chi, N. W. y Grandey, A. A. (2019). Emotional labor predicts service performance depending on activation and inhibition regulatory fit. Journal of Management, 45(2), 673-700. https://doi.org/10.1177/0149206316672530
Coelho-Alves, J. S., Bendassolli, P. F. y Guedes Gondim, S. M. (2017). Trabalho emocional e burnout: um estudo com policiais militares. Avances en Psicología Latinoamericana, 35(3), 459-472. https://doi.org/10.12804/revistas.urosario.edu.co/apl/a.4505
Cote, S. y Morgan, L. M. (2002). A longitudinal analysis of the association between emotion regulation, job satisfaction, and intentions to quit. Journal of Organizational Behavior, 23(8), 947- 962. https://doi.org/10.1002/job.174
Cutuli, R. D. (2017). Género y trabajo emocional: los fundamentos de la precariedad en el nivel inicial. Mar del Plata, Provincia de Buenos Aires. Trabajo y Sociedad, 28(2), 37-54.
Da Silva-Vilelas, J. M. y Jorge-Diogo, P. M. (2014). O trabalho emocional na práxis de enfermagem. Revista Gaúcha de Enfermagem, 35(3), 145-149. https://doi.org/10.1590/1983-1447.2014.03.45784
Dahling, J. J. y Perez, L. A. (2010). Older worker, different actor? Linking age and emotional labor strategies. Personality and Individual Differences, 48(5), 574-578. https://doi.org/10.1016/j.paid.2009.12.009
Dahling, J. J. y Johnson, H. A. M. (2013). Motivation, fit, confidence, and skills: How do individual differences influence emotional labor? En A. Grandey, J. Diefendorff y D. Rupp (Eds.), Emotional labor in the 21st century (pp. 77-98). New York: Routledge.
Davidson, R. y Poor, N. (2014). The barriers facing artists’ use of crowdfunding platforms: Personality, emotional labor, and going to the well one too many times. New Media & Society, 17(2), 289- 307. https://doi.org/10.1177/1461444814558916
Deng, H., Walter, F., Lam, C. K. y Zhao, H. H. (2017). Spillover effects of emotional labor in customer service encounters toward coworker harming: A resource depletion perspective. Personnel Psychology, 70(2), 469-502. https://doi.org/10.1111/peps.12156
Diefendorff, J. M. y Richard, E. M. (2003). Antecedents and consequences of emotional display rule perceptions. Journal of Applied Psychology, 88(2), 284-294. https://doi.org/10.1037/0021-9010.88.2.284
Diefendorff, J. M. y Gosserand, R. H. (2003). Understanding the emotional labor process: A control theory perspective. Journal of Organizational Behavior, 24(8), 945-959. https://doi.org/10.1002/job.230
Diefendorff, J. M., Croyle, M. H. y Gosserand, R. H. (2005). The dimensionality and antecedents of emotional labor strategies. Journal of Vocational Behavior, 66(2), 339-357. https://doi.org/10.1016/j.jvb.2004.02.001
Diefendorff, J. M. y Croyle, M. H. (2008). Antecedents of emotional display rule commitment. Human Performance, 21(3), 310-332. https://doi.org/10.1080/08959280802137911
Diestel, S., Rivkin, W. y Schmidt, K. H. (2015). Sleep quality and self-control capacity as protective resources in the daily emotional labor process: Results from two diary studies. Journal of Applied Psychology, 100(3), 809-827. https://doi.org/10.1037/a0038373
Donoso, L. M., Demerouti, E., Garrosa-Hernández, E., Moreno- Jiménez, B. y Carmona-Cobo, I. (2015). Beneficios positivos de cuidar en la motivación y el bienestar del personal de enfermería: un estudio de diario sobre el papel de las habilidades de regulación emocional en el trabajo. Archivos de Prevención de Riesgos Laborales, 18(3), 100-102. https://doi.org/10.12961/aprl.2015.18.3.08
Eschleman, K. J., Mast, D., Coppler, Q. y Nelson, J. (2019). Organizational factors related to attracting job seekers higher in hardiness. International Journal of Selection and Assessment, 27(2), 169-179. https://doi.org/10.1111/ijsa.12245
Farh, C. I., Seo, M. G. y Tesluk, P. E. (2012). Emotional intelligence, teamwork effectiveness, and job performance: The moderating role of job context. Journal of Applied Psychology, 97(4), 890-900. https://doi.org/10.1037/a0027377
Gabriel, A. S., Daniels, M. A., Diefendorff, J. M. y Greguras, G. J. (2015). Emotional labor actors: A latent profile analysis of emotional labor strategies. Journal of Applied Psychology, 100(3), 863-879. https://doi.org/10.5465/amj.2013.1135
Goldberg, L. R. (1990). An alternative "description of personality": The big-five factor structure. Journal of Personality and Social Psychology, 59(6), 1216-1229. https://doi.org/10.1037/0022-3514.59.6.1216
González-Torres, T., Rodríguez-Sánchez, J. L., Montero-Navarro, A. y Gallego-Losada, R. (2020a). Visualizing research on industrial clusters and global value chains: A bibliometric analysis. Frontiers in Psychology, 11(1), 1754-1767. https://doi.org/10.3389/fpsyg.2020.01754
González-Torres, T., Rodríguez-Sánchez, J. L., Pelechano-Barahona, E. y García-Muiña, F. E. (2020b). A systematic review of research on sustainability in mergers and acquisitions. Sustainability, 12(2), 513-530. https://doi.org/10.3390/su12020513
Gracia, E., Ramos, J. y Moliner, C. (2014). El trabajo emocional desde una perspectiva clarificadora tras treinta años de investigación. Universitas Psychologica, 13(4), 1517-1529. https://doi.org/10.11144/javeriana.upsy13-4.tepc
Grandey, A. A. (2000). Emotional regulation in the workplace: A new way to conceptualize emotional labor. Journal of Occupational Health Psychology, 5(1), 95-110. https://doi.org/10.1037/1076-8998.5.1.95
Grandey, A. A. (2003). When “the show must go on”: Surface acting and deep acting as determinants of emotional exhaustion and peer-rated service delivery. Academy of Management Journal, 46(1), 86-96. https://doi.org/10.5465/30040678
Grandey, A. A., Dickter, D. N. y Sin, H. P. (2004). The customer is not always right: Customer aggression and emotion regulation of service employees. Journal of Organizational Behavior, 25(3), 397- 418. https://doi.org/10.1002/job.252
Grandey, A. A. y Diefendorff, J. M. (2013). Bringing emotional labor into focus: A review and integration of three research lenses. En A. Grandey , J. Diefendorff y D. Rupp (Eds.), Emotional labor in the 21st century (pp. 23-48). New York: Routledge .
Grandey, A. A., Chi, N. W. y Diamond, J. A. (2013). Show me the money! Do financial rewards for performance enhance or undermine the satisfaction from emotional labor? Personnel Psychology, 66(3), 569-612. https://doi.org/10.1111/peps.12037
Grandey, A. A. y Gabriel, A. S. (2015). Emotional labor at a crossroads: Where do we go from here? Annual Review in Organizational Psychology and Organizational Behavior, 2(1), 323-349. https://doi.org/10.1146/annurev-orgpsych-032414-111400
Grandey, A. A. y Melloy, R. C. (2017). The state of the heart: Emotional labor as emotion regulation reviewed and revised. Journal of Occupational Health Psychology, 22(3), 407-422. https://doi.org/10.1037/ocp0000067
Grillo-Rodrigues, A. P. y Guedes-Gondim, S. (2014). Expressao e regulacao emocional no contexto de trabalho: um estudo com servidores publicos. Revista de Administracao Mackenzie, 15(2), 38-66. https://doi.org/10.1590/s1678-69712014000200003
Hideg, I. y van Kleef, G. A. (2017). When expressions of fake emotions elicit negative reactions: The role of observers' dialectical thinking. Journal of Organizational Behavior, 38(8), 1196-1212. https://doi.org/10.1002/job.2196
Hobfoll, S. E. (1989). Conservation of resources: A new attempt at conceptualizing stress. American Psychologist, 44(3), 513-524. https://doi.org/10.1037/0003-066x.44.3.513
Hochschild, A. R. (1983). The managed heart. Berkley, CA: University of California Press.
Huang, J. L., Chiaburu, D. S., Zhang, X. A., Li, N. y Grandey, A. A. (2015). Rising to the challenge: Deep acting is more beneficial when tasks are appraised as challenging. Journal of Applied Psychology, 100(5), 1398-1408. https://doi.org/10.1037/a0038976
Humphrey, R. H., Ashforth, B. E. y Diefendorff, J. M. (2015). The bright side of emotional labor. Journal of Organizational Behavior, 36(6), 749-769. https://doi.org/10.1002/job.2019
Isenbarger, L. y Zembylas, M. (2006). The emotional labour of caring in teaching. Teaching and Teacher Education, 22(1), 120-134. https://doi.org/10.1016/j.tate.2005.07.002
Joseph, D. L. y Newman, D. A. (2010). Emotional intelligence: an integrative meta-analysis and cascading model. Journal of Applied Psychology, 95(1), 54-78. https://doi.org/10.1037/a0017286
Judge, T. A., Woolf, E. F. y Hurst, C. (2009). Is emotional labor more difficult for some than for others? A multilevel, experience-sampling study. Personnel Psychology, 62(1), 57-88. https://doi.org/10.1111/j.1744-6570.2008.01129.x
Kammeyer-Mueller, J. D., Rubenstein, A. L., Long, D. M., Odio, M. A., Buckman, B. R., Zhang, Y. y Halvorsen-Ganepola, M. D. (2013). A meta-analytic structural model of dispositonal affectivity and emotional labor. Personnel Psychology, 66(1), 47-90. https://doi.org/10.1111/peps.12009
Kenworthy, J., Fay, C., Frame, M. y Petree, R. (2014). A meta-analytic review of the relationship between emotional dissonance and emotional exhaustion. Journal of Applied Social Psychology, 44(2), 94-105. https://doi.org/10.1111/jasp.12211
Kiffin-Petersen, S. A., Jordan, C. L. y Soutar, G. N. (2011). The big five, emotional exhaustion and citizenship behaviors in service settings: The mediating role of emotional labor. Personality and Individual Differences, 50(1), 43-48. https://doi.org/10.1016/j.paid.2010.08.018
Kim, E. y Yoon, D. J. (2012). Why does service with a smile make employees happy? A social interaction model. Journal of Applied Psychology, 97(5), 1059-1067. https://doi.org/10.1037/a0029327
Lipsey, M. W. y Wilson, D. B. (2001). Practical meta-analysis. Thousand Oaks, CA: Sage.
López-Posada, L. M., González-Rubio, J. y Blandón-López, A. (2018). Trabajo emocional: conceptos y características. Revisión de literatura. Civilizar: Ciencias Sociales y Humanas, 18(35), 103-114. https://doi.org/10.22518/usergioa/jour/ccsh/2018.2/a08
Maneotis, S. M., Grandey, A. A. y Krauss, A. D. (2014). Understanding the “why” as well as the “how”: Service performance is a function of prosocial motives and emotional labor. Human Performance, 27(1), 80-97. https://doi.org/10.1080/08959285.2013.854366
Martínez-Jaime, M. M., Albores-Gallo, L. y Márquez-Caraveo, M. E. (2012). La integridad mental del personal clínico de un hospital psiquiátrico, asociada a una alta exigencia emocional ya la organización nociva del trabajo. Salud Mental, 35(4), 297-304.
Mayer, J. D. y Salovey, P. (1997). What is emotional intelligence? En P. Salovey y D. Sluyter (Eds.), Emotional development and emotional intelligence: Implications for educators (pp. 3-34). New York, NY: Basic Books.
McCrae, R. R. y John, O. P. (1992). An introduction to the five-factor model and its applications. Journal of Personality, 60(2), 175-215. https://doi.org/10.1111/j.1467-6494.1992.tb00970.x
Miao, C., Humphrey, R. H. y Qian, S. (2017). Are the emotionally intelligent good citizens or counterproductive? A meta-analysis of emotional intelligence and its relationships with organizational citizenship behavior and counterproductive work behavior. Personality and Individual Differences, 116(1), 144-156. https://doi.org/10.1016/j.paid.2017.04.015
Moher, D., Liberati, A., Tetzlaff, J. y Altman, D. (2009). Preferred reporting items for systematic reviews and meta-analyses: The PRISMA statement. PLoS Medicine, 6(6), e1000097. https://doi.org/10.1371/journal.pmed.1000097
Moreno-Jiménez, B., Gálvez-Herrer, M., Rodríguez-Carvajal, R. y Garrosa-Hernández, E. (2010). Emociones y salud en el trabajo: análisis del constructo trabajo emocional y propuesta de evaluación. Revista Latinoamericana de Psicología, 42(1), 63-73.
Moroni, L. y Dabos, G. E. (2014). Comportamientos abusivos de baja intensidad en las organizaciones: una revisión de la literatura y de sus implicancias. Estudios Gerenciales, 30(133), 384-396. https://doi.org/10.1016/j.estger.2014.05.003
Morris, J. A. y Feldman, D. C. (1996). The dimensions, antecedents, and consequences of emotional labor. Academy of Management Review, 21(4), 986-1010. https://doi.org/10.5465/amr.1996.9704071861
Moskowitz, D. S. y Coté, S. (1995). Do interpersonal traits predict affect? A comparison of three models. Journal of Personality and Social Psychology, 69(5), 915-924. https://doi.org/10.1037/0022-3514.69.5.915
Nguyen, H., Groth, M. y Johnson, A. (2013). When the going gets tough, the tough keep working: Impact of emotional labor on absenteeism. Journal of Management, 42(3), 615-643. https://doi.org/10.1177/0149206313490026
Nguyen, N. y Stinglhamber, F. (2021). Emotional labor and core self-evaluations as mediators between organizational dehumanization and job satisfaction. Current Psychology, 40, 831-839. https://doi.org/10.1007/s12144-018-9988-2
Ozcelik, H. (2013). An empirical analysis of surface acting in intra-organizational relationships. Journal of Organizational Behavior, 34(3), 291-309. https://doi.org/10.1002/job.1798
Pugh, S. D., Groth, M. y Hennig-Thurau, T. (2011). Willing and able to fake emotions: A closer examination of the link between emotional dissonance and employee well-being. Journal of Applied Psychology, 96(2), 377-390. https://doi.org/10.1037/a0021395
Pujol-Cols, L. J. y Dabos, G. E. (2018). Satisfacción laboral: una revisión de la literatura acerca de sus principales determinantes. Estudios Gerenciales, 34(146), 3-18. https://doi.org/10.18046/j.estger.2018.146.2809
Pujol-Cols, L. y Lazzaro-Salazar, M. (2018). Psychosocial risks and job satisfaction in Argentinian scholars: Exploring the moderating role of work engagement. Journal of Work and Organizational Psychology, 34(3), 145-156. https://doi.org/10.5093/jwop2018a17
Pujol-Cols, L. y Lazzaro-Salazar, M. (2020). Psychological demands and health: An examination of the role of core self-evaluations in the stress-coping process. Psychological Studies. Advance online publication. https://doi.org/10.1007/s12646-020-00569-5
Rafaeli, A. y Sutton, R. I. (1987). Expression of emotion as part of the work role. Academy of Management Review, 12(1), 23-37. https://doi.org/10.2307/257991
Raman, P., Sambasivan, M. y Kumar, N. (2016). Counterproductive work behavior among frontline government employees: Role of personality, emotional intelligence, affectivity, emotional labor, and emotional exhaustion. Journal of Work and Organizational Psychology, 32(1), 25-37. https://doi.org/10.1016/j.rpto.2015.11.002
Ramírez-Velázquez, E., Guerra-Rodríguez, L. E. y Ramis-Palmer, C. (2016). Trabajo emocional y satisfacción con el empleo en hoteles de sol y playa. Retos de la Dirección, 10(1), 94-113.
Ramos-Guajardo, S. E. y Ceballos-Vásquez, P. (2018). Enfermeras, ¿perciben el trabajo emocional? Salud Uninorte, 34(2), 518-527. https://doi.org/10.14482/sun.34.2.610.73
Randolph, K. L. y Dahling, J. J. (2013). Interactive effects of proactive personality and display rules on emotional labor in organizations. Journal of Applied Social Psychology, 43(12), 2350-2359. https://doi.org/10.1111/jasp.12184
Rohrmann, S., Bechtoldt, M. N., Hopp, H., Hodapp, V. y Zapf, D. (2011). Psychophysiological effects of emotional display rules and the moderating role of trait anger in a simulated call center. Anxiety, Stress & Coping, 24(4), 421-438. https://doi.org/10.1080/10615806.2010.530262
Santovenia-Díaz, J., Pérez-Subirats, J. L. y Cañedo-Andalia, R. (2007). EBSCO: un recurso de excelencia para investigadores y docentes. ACIMED, 16(3), 1-5.
Schaubroeck, J. y Jones, J. R. (2000). Antecedents of workplace emotional labor dimensions and moderators of their effects on physical symptoms. Journal of Organizational Behavior, 21(2), 163-183. https://doi.org/10.1002/(SICI)1099-1379(200003)21:2<163::AID-JOB37>3.0.CO;2-L
Schmidt, K. H. y Diestel, S. (2014). Are emotional labour strategies by nurses associated with psychological costs? A cross-sectional survey. International Journal of Nursing Studies, 51(11), 1450-1461. https://doi.org/10.1016/j.ijnurstu.2014.03.003
Scott, B. A., Barnes, C. M. y Wagner, D. T. (2012). Chameleonic or consistent? A multilevel investigation of emotional labor variability and self-monitoring. Academy of Management Journal, 55(4), 905-926. https://doi.org/10.5465/amj.2010.1050
Tan, H. H., Foo, M. D., Chong, C. L. y Ng, R. (2003). Situational and dispositional predictors of displays of positive emotions. Journal of Organizational Behavior, 24(8), 961-978. https://doi.org/10.1002/job.231
Teixeira-Hirschle, A. L. y Guedes-Gondim, S. M. (2019). Workplace emotion regulation measure (RE-Trab): Structure and validity evidence. Psico-USF, 24(1), 41-54. https://doi.org/10.1590/1413-82712019240104
Treadway, D. C., Hochwarter, W. A., Kacmar, C. J. y Ferris, G. R. (2005). Political will, political skill, and political behavior. Journal of Organizational Behavior, 26(3), 229-245. https://doi.org/10.1002/job.310
Vara-Horna, A. (2012). Desde la idea hasta la sustentación: siete pasos para una tesis exitosa. Un método efectivo para las ciencias empresariales. Lima: Universidad de San Martín de Porres.
Vohs, K. D., Baumeister, R. F. y Ciarocco, N. J. (2005). Self-regulation and self-presentation: Regulatory resource depletion impairs impression management and effortful self-presentation depletes regulatory resources. Journal of Personality and Social Psychology, 88(4), 632-657. https://doi.org/10.1037/0022-3514.88.4.632
Wagner, D. T., Barnes, C. M. y Scott, B. A. (2014). Driving it home: How workplace emotional labor harms employee home life. Personnel Psychology, 67(2), 487-516. https://doi.org/10.1111/peps.12044
Watson, D., Clark, L. A. y Tellegen, A. (1988). Development and validation of brief measures of positive and negative affect: The PANAS scales. Journal of Personality and Social Psychology, 54(6), 1063-1070. https://doi.org/10.1037/0022-3514.54.6.1063
Wharton, A. S. (1993). The affective consequences of service work: Managing emotions on the job. Work and Occupations, 20(2), 205- 232. https://doi.org/10.1177/0730888493020002004
Wharton, A. S. (2009). The sociology of emotional labor. Annual Review of Sociology, 35(1), 147-165. https://doi.org/10.1146/annurev-soc-070308-115944
Wrzesniewski, A., McCauley, C., Rozin, P. y Schwartz, B. (1997). Jobs, careers, and callings: People's relations to their work. Journal of Research in Personality, 31(1), 21-33. https://doi.org/10.1006/jrpe.1997.2162
Wu, T. Y. y Hu, C. (2013). Abusive supervision and subordinate emotional labor: The moderating role of openness personality. Journal of Applied Social Psychology, 43(5), 956-970. https://doi.org/10.1111/jasp.12060
Yagil, D. y Medler-Liraz, H. (2017). Personally committed to emotional labor: Surface acting, emotional exhaustion and performance among service employees with a strong need to belong. Journal of Occupational Health Psychology, 22(4), 481-491. https://doi.org/10.1037/ocp0000049
Zapf, D., Vogt, C., Seifert, C., Mertini, H. y 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. https://doi.org/10.1080/135943299398230
Zou, W. C. y Dahling, J. (2017). Workplace spirituality buffers the effects of emotional labour on employee well-being. European Journal of Work and Organizational Psychology, 26(5), 768-777. https://doi.org/10.1080/1359432x.2017.1358164
Publicado
Número
Sección
Licencia
Los autores de artículos serán responsables de los mismos, y por tal no comprometen los principios o políticas de la Universidad Icesi ni las del Comité Editorial de la revista Estudios Gerenciales. Los autores autorizan y aceptan la cesión de todos los derechos a la revista Estudios Gerenciales, tanto en su publicación impresa como electrónica. Luego de publicado el artículo, puede ser reproducido sin autorización, mencionando autor(es), título, año, volumen, número y rango de páginas de la publicación, y como fuente: Estudios Gerenciales (abstenerse de usar Revista Estudios Gerenciales).
Cómo citar
