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LEADER: 04017cam 2200445 a 4500
001 9922058520001661
005 20150423142122.0
008 120309s2013 nyua b 001 0 eng
010 $a 2012008813
020 $a9781848729490 (hardback)
020 $a1848729499 (hardback)
035 $a(CSdNU)u506268-01national_inst
035 $a(OCoLC)746837954
035 $a(OCoLC)746837954
035 $a(OCoLC)746837954
040 $aDLC$beng$cDLC$dYDX$dBTCTA$dYDXCP$dBWX$dOXF
042 $apcc
049 $aCNUM
050 00 $aHF5549.5.N64$bE46 2013
082 00 $a331.25/6$223
084 $aPSY021000$aBUS041000$2bisacsh
245 00 $aEmotional labor in the 21st century :$bdiverse perspectives on the psychology of emotion regulation at work /$c[edited by] Alicia Grandey, James Diefendorff, Deborah E. Rupp.
260 $aNew York :$bRoutledge Academic,$c2013.
300 $axix, 323 p. :$bill. ;$c24 cm.
490 0 $aOrganization and management ;$v48
504 $aIncludes bibliographical references and index.
505 00 $tPart I. Overview --$tch. 1. Bringing emotional labor into focus : a review and integration of three research lenses /$rAlicia A. Grandey, James M. Diefendorff, and Deborah E. Rupp --$tPart II. Person perspectives : within, between, dyadic and group --$tch. 2. Episodic intrapersonal emotion regulation : or, dealing with life as it happens /$rDaniel J. Beal and John P. Trougakos --$tch. 3. Motivation, fit, confidence, and skills : hod do individual differences influence emotional labor? /$rJason J. DAhling and Hazel-Anne M. Johnson --$tch. 4. The social effects of emotion regulation in organizations / $rStephane Cote, Gerben A. Van Kleef, and Thomas Sy --$tch. 5. Emotional labor at the unit-level /$rKaren Niven . . . [et al.] --$tPart III. Occupational perspectives : customer service, call centers, caring professionals --$tch. 6. The customer experience of emotional labor /$rMarkus Groth, Thorsten hennig-Thurau, and Karyn Wang --$tch. 7. Call centers : emtotional labor over the phone /$rDanielle Van Jaarsveld and Winifred R. Poster --$tc h. 8. Attending to mind and body : engaging the complexity of emotion practice among caring professionals /$rREbecca J. Erickson adn Clare L. STacey --$tPart IV. Contextual perspectives : organization-level influences, strategies, and outcomes /$rS. Douglas Pugh, James M. Diefendorff, and Christina M. Moran -- $tch. 10. Socail and cultural influencers : gender effects on emotional labor at work and at home /$rKathryn J. Lively --$tch. 11. A cultural perspective on emotion labor /$rBatja Mesquita and Ellen Delvaus --$tPart V. Multi-disiplinary perspectives : reflections and projections --$tch. 12. Reflections and projectiosn from pioneers in emotions research.
520 $a"This book reviews, integrates, and synthesizes research on emotional labor and emotion regulation conducted over the past 30 years. The concept of emotional labor was first proposed by Dr. Arlie Russell Hochschild (1983), who defined it as "the management of feeling to create a publicly observable facial and bodily display" (p. 7) for a wage. A basic assumption of emotional labor theory is that many jobs (e.g., customer service, healthcare, team-based work, management) have interpersonal, and thus emotional, requirements and that well-being and effectiveness in these jobs is determined, in part, by a person's ability to meet these requirements"--$cProvided by publisher.
650 0 $aNonverbal communication in the workplace.
650 0 $aEmployees$xAttitudes.
650 0 $aCustomer relations.
650 0 $aInterpersonal relations.
650 0 $aPsychology, Industrial.
700 1 $aGrandey, Alicia.
700 1 $aDiefendorff, James.
700 1 $aRupp, Deborah E.,$d1975-
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999 $aHF 5549.5 .N64 E46 2013$wLC$c1$i31786102818876$d6/26/2013$e6/7/2013 $lCIRCSTACKS$mNULS$n1$rY$sY$tBOOK$u11/16/2012