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Emotional Work In Explaining The Professional Performance

Author

Listed:
  • Daniela Nicoleta BOŢONE

    (“Lucian Blaga” University of Sibiu)

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.

Suggested Citation

  • Daniela Nicoleta BOŢONE, 2020. "Emotional Work In Explaining The Professional Performance," Management Intercultural, Romanian Foundation for Business Intelligence, Editorial Department, issue 45, pages 53-61, December.
    • Handle: RePEc:cmj:interc:y:2020:i:45:p:53-61
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    More about this item

    Keywords

    Emotional work; Deep-acting; Surface acting; Organizational behavior;
    All these keywords.

    JEL classification:

    • D91 - Microeconomics - - Micro-Based Behavioral Economics - - - Role and Effects of Psychological, Emotional, Social, and Cognitive Factors on Decision Making
    • D23 - Microeconomics - - Production and Organizations - - - Organizational Behavior; Transaction Costs; Property Rights

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