Emotional labor in the 21st century

Part 1: Overview 1. Bringing Emotional Labor into Focus: A Review and Integration of Three Research Lenses Alicia A. Grandey, James M. Diefendorff, Deborah E. Rupp Part 2: Person Perspectives: Within, Between, Dyadic And Group 2. Episodic Intrapersonal Emotion Regulation: Or, Dealing with Life as it Happens Daniel J. Beal, John P. Trougakos 3. Motivation, Fit, Confidence, and Skills: How Do Individual Differences Influence Emotional Labor? Jason J. Dahling, Hazel-Anne Johnson 4. The Social Effects of Emotion Regulation in Organizations Stephane Cote, Gerben A. Van Kleef, Thomas Sy 5. Emotional Labor at the Unit-level Karen Niven, Peter Totterdell, David Holman, David Cameron Part 3: Occupational Perspectives: Customer Service, Call Centers, Caring Professionals 6. The Customer Experience of Emotional Labor Markus Groth, Thorsten Hennig-Thurau, Karyn Wang 7. Call Centers: Emotional Labor Over the Phone Danielle van Jaarsveld, Winnie R. Poster 8. Attending to Mind and Body: Engaging the Complexity of Emotion Practice Among Caring Professionals Rebecca J. Erickson, Clare L. Stacey Part 4: Contextual Perspectives: Organization, Gender, Culture 9. Emotional Labor: Organization-level Influences, Strategies, and Outcomes S. Douglas Pugh, James M. Diefendorff, Christina M. Moran 10. Social and Cultural Influencers: Gender Effects on Emotional Labor at Work and at Home Kathryn J. Lively 11. A Cultural Perspective on Emotion Labor Batja Mesquita, Ellen Delvaux Part 5: Multi-Disciplinary Perspectives: Reflections and Projections 12. Emotional Labor: Looking Back Nearly 20 Years Blake E. Ashforth, Ronald H. Humphrey 13. Emotional Labor Across Five Levels of Analysis: Past, Present, Future Neal Ashkanasy, Catherine Daus 14. Conceptualizing Emotional Labor: An Emotion Regulation Perspective James Gross 15. Reflecting on Emotional Labor as a Social Meme Anat Rafaeli 16. Back to the Future Amy S. Wharton

Burnout · Emotion work · Emotional exhaustion · Emotional labor · Psychoanalysis · Sociology · Emotional Labor in Professions · Psychology · Social Psychology · Attitudes · Business & Economics · Communication non verbale en milieu de travail · Customer relations · Employees · industrial · Industrial & Organizational Psychology · Industrial Psychology · Interpersonal relations · Labor · Labor & Industrial Relations · Management · Nonverbal communication · Nonverbal communication in the workplace · Personnel · Political science · Psychologie du travail