This book reviews, integrates, and synthesizes research on
emotional labor and emotion regulation conducted over the past 30
years. The concept of emotional labor was first proposed by Dr.
Arlie Russell Hochschild (1983), who defined it as "the management
of feeling to create a publicly observable facial and bodily
display" (p. 7) for a wage. A basic assumption of emotional labor
theory is that many jobs (e.g., customer service, healthcare,
team-based work, management) have interpersonal, and thus
emotional, requirements and that well-being and effectiveness in
these jobs is determined, in part, by a person s ability to meet
these requirements. Since Hochschild s initial work, psychologists,
sociologists, and management scholars have developed distinct
theoretical approaches aimed at expanding and elaborating upon
Hochschild s core ideas. Broadly speaking, emotional labor is the
study of how emotion regulation of oneself and others influences
social dynamics at work, which has implications for performance and
well being in a wide range of occupations and organizational
contexts.
This book offers researchers and practitioners a review of
emotional labor theory and research that integrates the various
perspectives into a coherent framework, and proposes an agenda for
future research on this increasingly relevant and important topic.
The book is divided into 5 main sections, with the first section
introducing and defining emotional labor as well as creating a
framework for the rest of the book to follow. The second section
consists of chapters describing emotional labor theory at different
levels of analysis, including the event, person, dyad, and group.
The third section illustrates the diversity of emotional labor in
distinct occupational contexts: customer service (e.g. restaurant,
retail), call centers, and caring work. The fourth section
considers broader contextual influences organizational-, societal-,
and cultural-level factors that modify how and when emotional labor
is done. The final section presents a series of reflective essays
from eminent scholars in the area of emotion and emotion
regulation, where they reflect upon the past, present and future of
emotion regulation at work.
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