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Emotion Work: A Work Psychology Perspective
Annual Review of Organizational Psychology and Organizational Behavior ( IF 13.7 ) Pub Date : 2021-01-14 , DOI: 10.1146/annurev-orgpsych-012420-062451
Dieter Zapf 1, 2 , Marcel Kern 1 , Franziska Tschan 3 , David Holman 2 , Norbert K. Semmer 4
Affiliation  

Emotion work, the management of feelings and emotional displays in response to emotion work requirements, can have both positive and negative effects on well-being and performance. Adopting a work psychology perspective and drawing on work stress and work design literatures, we outline an expanded model of emotion work, regarding emotion work requirements as job characteristics and as part of broader task requirements. The challenge-hindrance stressors framework helps explain positive effects of emotion work in terms of professional role fulfillment. We emphasize the importance of negative events and negative emotions for outcomes of surface acting conditions, and we highlight the often-neglected role of automatic emotion regulation in emotion work. Research on culture suggests that existing results are mostly valid for Western cultures. Practical and research implications refer to a stronger emphasis on conditions at work in general, including stressors and resources, which together determine the meaning of emotion work conditions.

中文翻译:


情感工作:工作心理学的视角

情绪工作,对情绪和情绪表现的管理以响应情绪工作的要求,可能对幸福感和表现产生积极和消极的影响。从工作心理学的角度出发,并根据工作压力和工作设计文献,我们概述了情感工作的扩展模型,将情感工作要求视为工作特征,并将其作为更广泛的任务要求的一部分。挑战阻碍压力源框架有助于从专业角色履行的角度解释情绪工作的积极作用。我们强调消极事件和消极情绪对于表面行为条件结果的重要性,并且强调自动情绪调节在情绪工作中经常被忽略的作用。对文化的研究表明,现有的结果对西方文化最有效。

更新日期:2021-01-16
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