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How Emotions Are Shaped Within Services Organizations: Empirical Studies Among Portuguese Nurses and Physicians
Başlık:
How Emotions Are Shaped Within Services Organizations: Empirical Studies Among Portuguese Nurses and Physicians
Yazar:
Dias, Joana Simões do Carmo, author.
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Fiziksel Tanımlama:
1 electronic resource (203 pages)
Genel Not:
Source: Dissertation Abstracts International, Volume: 76-07C.
Özet:
The management of emotions is an important component of the work of frontline employees, since more and more interactions between customers and employees are valued and affect their perceptions of service quality. In healthcare, the management of emotions takes greater proportions compared to other service organizations because of the proximity and frequency of relationships between customers and employees and the intensity of emotions. Aiming to contribute to the study of the management of emotions in healthcare, namely the positivity, perspectives and antecedents we developed three studies. The first qualitative study intends to study in a deeper way what physicians, nurses and patients think about the expression and suppression of emotions, that is, the management of emotions. Two different patterns have been found which represent what these individuals perceive as a quality service. Some participants are in favor of expressing emotions and maintaining close and lasting relationships - what we call "relational engagement". While others are in favor of hiding or supressing emotions and keeping a distance - what we call "performative engagement". The second conceptual study proposes that there may be other alternative than engage in emotional labor. Employees are expected to supress or fake their emotions, because there is a presumption that employees inner feelings are not congruent with the emotions that the organization wants them to display. However, employees may also want to act authentically. With employee emotional empowerment employees have the power and ability to manage their emotions in a way they feel 10 more appropriate to the situation and the customer, minimizing feelings of burnout, stress and job turnover. The third quantitative study aims to analyze the impact that the work environment may have on the emotional labor performance. It is certain that during their working day healthcare professionals have to deal with intense emotional situations. This forces them to manage their emotions in a strategic way. Some factors are decisive for the management of emotions, such as the work environment. We found that when nurses perceive their work environment as positive they do not tend to adopt a deep acting strategy. With these studies we intend to clearer the management of emotions in a service context as special as healthcare.
Notlar:
School code: 7029
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Yer Numarası | Demirbaş Numarası | Shelf Location | Lokasyon / Statüsü / İade Tarihi |
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XX(681660.1) | 681660-1001 | Proquest E-Tez Koleksiyonu | Arıyor... |
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