This document provides a summary of a report on emotional labour within service-oriented occupations. It begins with an introduction discussing the growth of the service sector and increased importance of emotional labour. Section 2 then reviews theories of emotional labour, including surface and deep acting, affective events theory, and emotion regulation theory. It discusses how organizational influences and individual emotions impact emotional labour. Section 2 also explores implications for employee performance and turnover. The document concludes by recommending organizations replace emotion display policies with practices supporting employees.
Mindfulness Stress Reduction Training Workshop for Social Workers and Helping...Evelyn Howe
This grant proposal seeks funding for a mindfulness-based stress reduction training workshop for social workers and helping professionals experiencing workplace burnout. Burnout is a significant problem for human services workers and can negatively impact client care. The proposed workshop aims to educate participants about burnout symptoms and teach mindfulness strategies to help cope with job stressors. If funded, the workshop would be held at a Jewish family services agency and evaluate its effectiveness in promoting stress reduction and self-care. The intended funding source, the Weingart Foundation, prioritizes programs like this.
Perceived Organizational Support and Affective Commitment: A Demographic Anal...IOSRJBM
This descriptive research is conducted to study perceived organizational support and affective commitment with respect to demographic variables (gender, marital status, education etc.) and to study the relation between these variables. To realize this purpose the data on these variables was collected from 120 employees working in banking sectors with the help of standardized questionnaires. Statistical techniques of mean, standard deviation, correlation and regression and ANOVA were applied on data to test the hypothesis. Collected data was analyzed with the help of SPSS. The results highlight that perceived organizational support is positively related to affective commitment and POS accounts for 22% contribution to AC. The limitations of the study are discussed and future research areas are also highlighted
Employees Loyalty has become critical to the management-employees bonding across organisations especially in the banking sectors of global economy. The lack of loyalty on the part of employees has been traced to change in leadership, therefore, this study studies the implications that leadership change have on employees loyalty. The banking sector of Rivers State was covered in this study as 131 sampled employees of the selected banks were studied using a 4point lykert scale closed ended questionnaire. The data gathered were analysed using the Pearson Moment correlations coefficient and the findings from the results derived reveals significant relationships amongst the attributes of the predictor tested on the measures of the criterion variable and conclusion as well as recommendation were drawn from the resultant findings amongst which are: leadership change causes strategic, cultural, policy and attitudinal changes in the organisations and these changes reflects a shift in the loyalty status of the affected employees in the banking sector. Therefore, better management of leadership change is advocated as corporate loyalty is primarily critical for sustenance of successful banking not individual leader loyalty.
Occupational Therapy Framework to Rehabilitation InventionsStephan Van Breenen
The document discusses occupational therapy interventions for mental health. It outlines person-centered approaches that respect individuals' strengths, choices, and independence. Occupational therapists use rehabilitation interventions to facilitate engagement in meaningful activities and promote health, well-being, and participation in life. Intervention approaches and strategies are selected based on each client's goals and needs to establish, restore, or maintain their occupational skills and roles.
This document summarizes a research paper that studied the relationships between role stressors, emotional satisfaction of employees, and employee-perceived service quality. The study found that emotional satisfaction is positively related to employee-perceived service quality. It also found that role stressors like role overload, role conflict, and work-family conflict were negatively related to emotional satisfaction. The findings suggest that role stressors indirectly influence service quality by affecting the emotional satisfaction of employees.
Internal attitude survey and workers commitment in nigerian banking industryAlexander Decker
This document summarizes a study that examined the relationship between internal attitude surveys and workers' commitment in the Nigerian banking industry. The study found that internal attitude surveys had a significant positive association with workers' continuance commitment and normative commitment, but no significant association with affective commitment. This suggests that when management is aware of employee attitudes and addresses issues, employees will feel obligated to remain with the organization and be less likely to leave due to sunk costs. The document provides background on internal attitude surveys, the three components of workers' commitment, and the potential relationship between surveys and commitment.
Occupational therapy focuses on helping clients engage in meaningful occupations to promote health and well-being. Therapists consider various client factors like values, body functions, and skills, as well as environmental contexts. The goal is to understand challenges and support improved ability to perform daily activities.
This document summarizes a research study that examined the relationships between job insecurity, perceived organizational support, turnover intention, employee engagement, and job satisfaction among nurses during the COVID-19 pandemic. The study found that job insecurity negatively impacts perceived organizational support. Perceived organizational support was found to partially reduce turnover intention and increase employee engagement and job satisfaction. The findings imply that hospital leaders should focus on improving nurses' welfare through organizational support policies to minimize job insecurity and its negative outcomes.
Mindfulness Stress Reduction Training Workshop for Social Workers and Helping...Evelyn Howe
This grant proposal seeks funding for a mindfulness-based stress reduction training workshop for social workers and helping professionals experiencing workplace burnout. Burnout is a significant problem for human services workers and can negatively impact client care. The proposed workshop aims to educate participants about burnout symptoms and teach mindfulness strategies to help cope with job stressors. If funded, the workshop would be held at a Jewish family services agency and evaluate its effectiveness in promoting stress reduction and self-care. The intended funding source, the Weingart Foundation, prioritizes programs like this.
Perceived Organizational Support and Affective Commitment: A Demographic Anal...IOSRJBM
This descriptive research is conducted to study perceived organizational support and affective commitment with respect to demographic variables (gender, marital status, education etc.) and to study the relation between these variables. To realize this purpose the data on these variables was collected from 120 employees working in banking sectors with the help of standardized questionnaires. Statistical techniques of mean, standard deviation, correlation and regression and ANOVA were applied on data to test the hypothesis. Collected data was analyzed with the help of SPSS. The results highlight that perceived organizational support is positively related to affective commitment and POS accounts for 22% contribution to AC. The limitations of the study are discussed and future research areas are also highlighted
Employees Loyalty has become critical to the management-employees bonding across organisations especially in the banking sectors of global economy. The lack of loyalty on the part of employees has been traced to change in leadership, therefore, this study studies the implications that leadership change have on employees loyalty. The banking sector of Rivers State was covered in this study as 131 sampled employees of the selected banks were studied using a 4point lykert scale closed ended questionnaire. The data gathered were analysed using the Pearson Moment correlations coefficient and the findings from the results derived reveals significant relationships amongst the attributes of the predictor tested on the measures of the criterion variable and conclusion as well as recommendation were drawn from the resultant findings amongst which are: leadership change causes strategic, cultural, policy and attitudinal changes in the organisations and these changes reflects a shift in the loyalty status of the affected employees in the banking sector. Therefore, better management of leadership change is advocated as corporate loyalty is primarily critical for sustenance of successful banking not individual leader loyalty.
Occupational Therapy Framework to Rehabilitation InventionsStephan Van Breenen
The document discusses occupational therapy interventions for mental health. It outlines person-centered approaches that respect individuals' strengths, choices, and independence. Occupational therapists use rehabilitation interventions to facilitate engagement in meaningful activities and promote health, well-being, and participation in life. Intervention approaches and strategies are selected based on each client's goals and needs to establish, restore, or maintain their occupational skills and roles.
This document summarizes a research paper that studied the relationships between role stressors, emotional satisfaction of employees, and employee-perceived service quality. The study found that emotional satisfaction is positively related to employee-perceived service quality. It also found that role stressors like role overload, role conflict, and work-family conflict were negatively related to emotional satisfaction. The findings suggest that role stressors indirectly influence service quality by affecting the emotional satisfaction of employees.
Internal attitude survey and workers commitment in nigerian banking industryAlexander Decker
This document summarizes a study that examined the relationship between internal attitude surveys and workers' commitment in the Nigerian banking industry. The study found that internal attitude surveys had a significant positive association with workers' continuance commitment and normative commitment, but no significant association with affective commitment. This suggests that when management is aware of employee attitudes and addresses issues, employees will feel obligated to remain with the organization and be less likely to leave due to sunk costs. The document provides background on internal attitude surveys, the three components of workers' commitment, and the potential relationship between surveys and commitment.
Occupational therapy focuses on helping clients engage in meaningful occupations to promote health and well-being. Therapists consider various client factors like values, body functions, and skills, as well as environmental contexts. The goal is to understand challenges and support improved ability to perform daily activities.
This document summarizes a research study that examined the relationships between job insecurity, perceived organizational support, turnover intention, employee engagement, and job satisfaction among nurses during the COVID-19 pandemic. The study found that job insecurity negatively impacts perceived organizational support. Perceived organizational support was found to partially reduce turnover intention and increase employee engagement and job satisfaction. The findings imply that hospital leaders should focus on improving nurses' welfare through organizational support policies to minimize job insecurity and its negative outcomes.
The document discusses communication skills used in social work, specifically motivational interviewing and solution-focused therapy. It describes the five steps of the problem-solving process in social work: engagement, assessment, goal setting, intervention, and evaluation/termination. Motivational interviewing is used in the assessment step to explore advantages and disadvantages of problems, while solution-focused therapy is used in engagement, goal setting, implementation, and evaluation to focus on client strengths and guide them to solutions. Both approaches rely on open-ended questions, affirmations, and reflections to build rapport and understand the client's perspective. Effective communication requires tailoring skills to individual clients and being prepared to communicate across cultures.
This document appears to be an assignment submission for a course on managing quality in health and social care. It contains the student's answers to multiple questions. The answers provide details on various models of quality such as Deming's PDCA cycle and Juran's quality trilogy. They also discuss the relationship between nursing care principles and quality. External agencies are noted to play an important role in setting standards for nursing care that health services aim to meet.
The X Factor In Wellbeing And Performancederekmowbray
The document discusses the relationship between wellbeing and performance in organizations. It introduces the XABC formula, which emphasizes the importance of context (X) in how individuals respond to adverse events (A) at work. The context refers to an organization's culture (X), which influences thoughts, emotions and behaviors (B) in response to events, and ultimately impacts consequences (C). Rather than focusing only on supporting individuals, the document argues organizations should implement a "Positive Work Culture" that promotes wellbeing and engagement as part of their overall strategy. This approach, known as the X-Factor, can help eliminate issues like presenteeism that undermine performance.
Marco Lombardi: Promoting Social Inclusion: the Perception of Priorities in A...Beitissie1
The lecture describes a study centering on the level of importance given by therapists treating people with intellectual disabilities, to activity geared towards social inclusion.
This document discusses two models of process consultation: the partnership model and the doctor-patient model. The partnership model involves the consultant and client working together as equals to understand the issues, with the client owning the problem and determining the solutions. This ensures the solutions will fit the organization's needs. In contrast, the doctor-patient model positions the consultant as the expert who diagnoses problems and prescribes remedies, making the client dependent on the consultant. The document advocates for the partnership model in which the consultant helps build the client's capacity to address issues ongoing.
What is organizational citizenship behavior (autosaved)Shashwat Shankar
Organizational Citizenship Behavior (OCB) refers to discretionary behaviors by employees that are not required as part of their job but benefit the organization. These behaviors include altruism, courtesy, sportsmanship, conscientiousness, and civic virtue. Research found OCB to be positively related across manufacturing, banking, and IT organizations and that strengthening organizational culture can foster OCB. Perceptions of job insecurity may encourage behaviors intended to appear beneficial to the organization but that could be unethical. HR managers should be aware of this risk for employees feeling insecure.
This document summarizes a research paper on factors that influence volunteer retention and commitment. It discusses how volunteers are unpaid members who choose to work for an organization without obligations. Volunteer retention is influenced by intrinsic motivators like pride, respect, and support. The paper measures how these intrinsic needs, job satisfaction, and organizational commitment relate to volunteers' stated intentions to remain at an organization. Surveys of 43 volunteers found their levels of respect, perceived support, and other intrinsic needs strongly correlated with intentions to stay for 3, 6, and 12 months. The summary concludes the agency should focus on boosting respect and support to improve long-term volunteer retention.
The document discusses three models of consultation: the expert model, doctor-patient model, and process consultation model. The expert model positions the consultant as an expert bringing solutions to clients. The doctor-patient model gives consultants more power to diagnose problems and prescribe solutions. Process consultation aims to build a helping relationship where clients address their own issues with consultant support. It emphasizes the client owning the problem and solution.
The purpose of this study was to explore the relationship between satisfaction with the organizational communication and external customer orientation among front-line employees in a commercial recreation setting.
PhD Thesis Louise Byrne LivedExperinceMHrolesLouise Byrne
This doctoral thesis explores the lived experiences of mental health practitioners with lived experience of mental illness. Semi-structured interviews and focus groups were conducted with lived experience practitioners across several Australian states. A grounded theory approach was used to analyze the data and develop a substantive theory. The theory that emerged is that stigma, both overt and covert, underlies the experiences of lived experience practitioners and impacts their roles. As a result, lived experience practitioners knowingly risk their own well-being and recovery to benefit current mental health consumers. When workplaces are more supportive and less stigmatizing, there is less risk to lived experience practitioners and greater benefits for consumers. For these roles to reach their full potential and benefit both consumers and practitioners, the
Change management by neurological aspects of organizational behaviourIAEME Publication
Dynamic changes affect inter-relationships between different stakeholders of organization.
The remarkable impact may be on individual and group decisions, performance at work, work-life
balance etc. Group dynamics and leadership have direct impact on cognitive behaviour. This paper is
an outcome of a research focused on impact of neurological aspects on behaviour affecting change
management initiatives. It includes changes in performance, decision making ability, team work,
creativity and engagement among employees from selective micro and small scale enterprises. This
study attempts to formulate suitable design of change management policy to cope up with probable
deviations in the organizational behaviour.
The DSM-5: A Postmodern Re-Vision for Counseling (Handout)Jeffrey Guterman
Handout for Education Session, "The DSM-5: A Postmodern Re-Vision for Counseling" presented by Jeffrey Guterman Ph.D. and Clayton V. Martin, M.S. at the American Counseling Association's 2014 Conference & Exposition, Orlando on March 15, 2015. More information: http://jeffreyguterman.com/dsm2015.html
This document summarizes research on management competencies that enhance employee engagement. It conducted interviews and a content analysis to develop an employee engagement management competency framework. The framework identifies behaviors that managers need to demonstrate to increase employee engagement. These include treating employees with appreciation and respect, developing employees' skills, seeking employee input, and acting consistently with organizational values to build trust. The research aims to provide practical guidance for organizations to help managers strengthen core skills that support higher employee engagement and better business performance.
This document discusses forensic occupational therapy. It defines forensic as related to courts of law and occupational therapy as enabling occupation, defined as everything people do that occupies their time including self-care, leisure, and productivity. Forensic occupational therapy works with incarcerated individuals to prevent occupational deprivation which can lead to depression and apathy. Therapists aim to help individuals engage in meaningful occupations and reconnect to society to promote well-being and potentially reduce antisocial behaviors. The process involves assessment using models like ICF, treatment planning, implementing interventions, and monitoring progress.
The document discusses the client-consultant relationship in organizational development. It begins with the consultant initially contacting the client and having meetings to understand the situation. The consultant then defines the client system and works to build mutual trust between the client and consultant through confidentiality and interactions. The consultant acts as a facilitator using the client's internal resources to take a collaborative approach. The appropriate depth of intervention is determined based on producing enduring solutions and committing the client's energy and resources to change. Feedback loops are also important to improve the relationship and activities. The goal is for the client to internalize skills and make free choices to continue developing on their own after the relationship ends.
Employee engagement refers to an employee's level of involvement and enthusiasm for their work. Highly engaged employees feel a strong emotional attachment to their organization and are motivated to help it succeed. Research has found that higher employee engagement leads to improved individual and organizational outcomes such as higher productivity, customer satisfaction, retention rates, and financial performance. Engagement is influenced by factors such as empowerment, meaningful work, good relationships, and rewards for high performance.
This study examined the mediating effect of role ambiguity on the relationship between job stress and employee commitment among staff at deposit money banks in Southwest Nigeria. A survey was conducted with 308 bank staff responding. Regression and Sobel tests were used to analyze the data. The results showed that both job stress and role ambiguity significantly affected employee commitment. The study concluded that role ambiguity and job stress statistically influence employee commitment at the deposit money banks in Southwest Nigeria.
The Influence of Human Resource Development, Organizational Commitment, Compe...inventionjournals
This research aims at examining and analyzing the influence of human resource development, organizational commitment, compensation, working environment, and leadership style to employee performance. This studyis an explanatory research which examines the hypothesis. This research was conducted at SULUTGO Bank Company in North Sulawesi Province. The sample for this research was 135 respondents of the total population which is 204 employees. The technique used for data collection is area proportional random sampling. The data were collected from the distributed questionnaires which was ranked, tabulated and analyzed by the double linear regression statistics. The result of this research shows that: 1) the human resourcedevelopment has positive and significant impact to employee performance.2) The organizational commitment has positive but insignificant influence to employee performance. 3) Compensation has positive but insignificant influence to staff’s performance.4) Working environment impacts positively and significantly to staff’s performance. 5) Leadershipstyleimpacts positively and significantly to staff’s performance
The Influence of Company Culture, Transformational Leadership, Stress at Work...inventionjournals
This research uses aquantitative approach, whichexamines the effectof corporate culturevariables, transformational leadership, job stressassociated withjob satisfaction, OCBandperformance of employees, bank employeesSulselbarMain BranchMakassar, South Sulawesi Province. This type of researchseen fromthe nature ofthe relationship between variablesincluding researchexsplanasi(Explanatory) with a population of400 peopleand asample of 200people.Retrieving data usingquestionnaireswereanalyzed byStructural Equation Modellingequation modeling(SEM) andAMOS20.0. The results showed that (1) the corporate culture significantly influence employee job satisfaction and OCB Sulselbar Bank Main Branch Makassar, South Sulawesi Province, thus Hypothesis 1 (H1) and Hypothesis 2 (H2) can be accepted as true, while the corporate culture on employee performance effect is not significant, so hypothesis 3 (H3) is not proven true. Transformational leadership significantly influence employee OCB Sulselbar Bank Main Branch Makassar, South Sulawesi Province, thus Hypothesis 5 (H5), can be accepted as true, whereas transformational leadership not significant effect on job satisfaction and employee performance, so that Hypothesis 4 (H4) and hypothesis 6 (H6) not truth. The work stress have a significant effect on job satisfaction and employee performance OCB Sulselbar Bank Main Branch Makassar, South Sulawesi Province, thus Hypothesis 7 (H7) and Hypothesis 8 (H8) can be accepted as true, while work stress on employee performance Sulselbar Bank Main Branch Makassar, South Sulawesi Province effect is not significant, so hypothesis 9 (H9) was not proven true. Job satisfaction not significant effect on OCB and employee performance Sulselbar Bank Main Branch Makassar, South Sulawesi Province, thus Hypothesis 10 (H10) and Hypothesis 11 (H11) not truth.OCB not significant effect on employee performance Sulselbar Bank Main Branch Makassar, South Sulawesi Province, thus Hypothesis 12 (H12) not truth.
The document discusses two popular rock bands from the 1960s and 1970s. It provides lyrics to The Beatles song "A Little Help From My Friends" and describes the song as a hit from the 1960s. It then mentions AC/DC, describing them as a hard rock band from Australia and noting the title of their first album "Can I Sit Next to You Girl".
The document discusses communication skills used in social work, specifically motivational interviewing and solution-focused therapy. It describes the five steps of the problem-solving process in social work: engagement, assessment, goal setting, intervention, and evaluation/termination. Motivational interviewing is used in the assessment step to explore advantages and disadvantages of problems, while solution-focused therapy is used in engagement, goal setting, implementation, and evaluation to focus on client strengths and guide them to solutions. Both approaches rely on open-ended questions, affirmations, and reflections to build rapport and understand the client's perspective. Effective communication requires tailoring skills to individual clients and being prepared to communicate across cultures.
This document appears to be an assignment submission for a course on managing quality in health and social care. It contains the student's answers to multiple questions. The answers provide details on various models of quality such as Deming's PDCA cycle and Juran's quality trilogy. They also discuss the relationship between nursing care principles and quality. External agencies are noted to play an important role in setting standards for nursing care that health services aim to meet.
The X Factor In Wellbeing And Performancederekmowbray
The document discusses the relationship between wellbeing and performance in organizations. It introduces the XABC formula, which emphasizes the importance of context (X) in how individuals respond to adverse events (A) at work. The context refers to an organization's culture (X), which influences thoughts, emotions and behaviors (B) in response to events, and ultimately impacts consequences (C). Rather than focusing only on supporting individuals, the document argues organizations should implement a "Positive Work Culture" that promotes wellbeing and engagement as part of their overall strategy. This approach, known as the X-Factor, can help eliminate issues like presenteeism that undermine performance.
Marco Lombardi: Promoting Social Inclusion: the Perception of Priorities in A...Beitissie1
The lecture describes a study centering on the level of importance given by therapists treating people with intellectual disabilities, to activity geared towards social inclusion.
This document discusses two models of process consultation: the partnership model and the doctor-patient model. The partnership model involves the consultant and client working together as equals to understand the issues, with the client owning the problem and determining the solutions. This ensures the solutions will fit the organization's needs. In contrast, the doctor-patient model positions the consultant as the expert who diagnoses problems and prescribes remedies, making the client dependent on the consultant. The document advocates for the partnership model in which the consultant helps build the client's capacity to address issues ongoing.
What is organizational citizenship behavior (autosaved)Shashwat Shankar
Organizational Citizenship Behavior (OCB) refers to discretionary behaviors by employees that are not required as part of their job but benefit the organization. These behaviors include altruism, courtesy, sportsmanship, conscientiousness, and civic virtue. Research found OCB to be positively related across manufacturing, banking, and IT organizations and that strengthening organizational culture can foster OCB. Perceptions of job insecurity may encourage behaviors intended to appear beneficial to the organization but that could be unethical. HR managers should be aware of this risk for employees feeling insecure.
This document summarizes a research paper on factors that influence volunteer retention and commitment. It discusses how volunteers are unpaid members who choose to work for an organization without obligations. Volunteer retention is influenced by intrinsic motivators like pride, respect, and support. The paper measures how these intrinsic needs, job satisfaction, and organizational commitment relate to volunteers' stated intentions to remain at an organization. Surveys of 43 volunteers found their levels of respect, perceived support, and other intrinsic needs strongly correlated with intentions to stay for 3, 6, and 12 months. The summary concludes the agency should focus on boosting respect and support to improve long-term volunteer retention.
The document discusses three models of consultation: the expert model, doctor-patient model, and process consultation model. The expert model positions the consultant as an expert bringing solutions to clients. The doctor-patient model gives consultants more power to diagnose problems and prescribe solutions. Process consultation aims to build a helping relationship where clients address their own issues with consultant support. It emphasizes the client owning the problem and solution.
The purpose of this study was to explore the relationship between satisfaction with the organizational communication and external customer orientation among front-line employees in a commercial recreation setting.
PhD Thesis Louise Byrne LivedExperinceMHrolesLouise Byrne
This doctoral thesis explores the lived experiences of mental health practitioners with lived experience of mental illness. Semi-structured interviews and focus groups were conducted with lived experience practitioners across several Australian states. A grounded theory approach was used to analyze the data and develop a substantive theory. The theory that emerged is that stigma, both overt and covert, underlies the experiences of lived experience practitioners and impacts their roles. As a result, lived experience practitioners knowingly risk their own well-being and recovery to benefit current mental health consumers. When workplaces are more supportive and less stigmatizing, there is less risk to lived experience practitioners and greater benefits for consumers. For these roles to reach their full potential and benefit both consumers and practitioners, the
Change management by neurological aspects of organizational behaviourIAEME Publication
Dynamic changes affect inter-relationships between different stakeholders of organization.
The remarkable impact may be on individual and group decisions, performance at work, work-life
balance etc. Group dynamics and leadership have direct impact on cognitive behaviour. This paper is
an outcome of a research focused on impact of neurological aspects on behaviour affecting change
management initiatives. It includes changes in performance, decision making ability, team work,
creativity and engagement among employees from selective micro and small scale enterprises. This
study attempts to formulate suitable design of change management policy to cope up with probable
deviations in the organizational behaviour.
The DSM-5: A Postmodern Re-Vision for Counseling (Handout)Jeffrey Guterman
Handout for Education Session, "The DSM-5: A Postmodern Re-Vision for Counseling" presented by Jeffrey Guterman Ph.D. and Clayton V. Martin, M.S. at the American Counseling Association's 2014 Conference & Exposition, Orlando on March 15, 2015. More information: http://jeffreyguterman.com/dsm2015.html
This document summarizes research on management competencies that enhance employee engagement. It conducted interviews and a content analysis to develop an employee engagement management competency framework. The framework identifies behaviors that managers need to demonstrate to increase employee engagement. These include treating employees with appreciation and respect, developing employees' skills, seeking employee input, and acting consistently with organizational values to build trust. The research aims to provide practical guidance for organizations to help managers strengthen core skills that support higher employee engagement and better business performance.
This document discusses forensic occupational therapy. It defines forensic as related to courts of law and occupational therapy as enabling occupation, defined as everything people do that occupies their time including self-care, leisure, and productivity. Forensic occupational therapy works with incarcerated individuals to prevent occupational deprivation which can lead to depression and apathy. Therapists aim to help individuals engage in meaningful occupations and reconnect to society to promote well-being and potentially reduce antisocial behaviors. The process involves assessment using models like ICF, treatment planning, implementing interventions, and monitoring progress.
The document discusses the client-consultant relationship in organizational development. It begins with the consultant initially contacting the client and having meetings to understand the situation. The consultant then defines the client system and works to build mutual trust between the client and consultant through confidentiality and interactions. The consultant acts as a facilitator using the client's internal resources to take a collaborative approach. The appropriate depth of intervention is determined based on producing enduring solutions and committing the client's energy and resources to change. Feedback loops are also important to improve the relationship and activities. The goal is for the client to internalize skills and make free choices to continue developing on their own after the relationship ends.
Employee engagement refers to an employee's level of involvement and enthusiasm for their work. Highly engaged employees feel a strong emotional attachment to their organization and are motivated to help it succeed. Research has found that higher employee engagement leads to improved individual and organizational outcomes such as higher productivity, customer satisfaction, retention rates, and financial performance. Engagement is influenced by factors such as empowerment, meaningful work, good relationships, and rewards for high performance.
This study examined the mediating effect of role ambiguity on the relationship between job stress and employee commitment among staff at deposit money banks in Southwest Nigeria. A survey was conducted with 308 bank staff responding. Regression and Sobel tests were used to analyze the data. The results showed that both job stress and role ambiguity significantly affected employee commitment. The study concluded that role ambiguity and job stress statistically influence employee commitment at the deposit money banks in Southwest Nigeria.
The Influence of Human Resource Development, Organizational Commitment, Compe...inventionjournals
This research aims at examining and analyzing the influence of human resource development, organizational commitment, compensation, working environment, and leadership style to employee performance. This studyis an explanatory research which examines the hypothesis. This research was conducted at SULUTGO Bank Company in North Sulawesi Province. The sample for this research was 135 respondents of the total population which is 204 employees. The technique used for data collection is area proportional random sampling. The data were collected from the distributed questionnaires which was ranked, tabulated and analyzed by the double linear regression statistics. The result of this research shows that: 1) the human resourcedevelopment has positive and significant impact to employee performance.2) The organizational commitment has positive but insignificant influence to employee performance. 3) Compensation has positive but insignificant influence to staff’s performance.4) Working environment impacts positively and significantly to staff’s performance. 5) Leadershipstyleimpacts positively and significantly to staff’s performance
The Influence of Company Culture, Transformational Leadership, Stress at Work...inventionjournals
This research uses aquantitative approach, whichexamines the effectof corporate culturevariables, transformational leadership, job stressassociated withjob satisfaction, OCBandperformance of employees, bank employeesSulselbarMain BranchMakassar, South Sulawesi Province. This type of researchseen fromthe nature ofthe relationship between variablesincluding researchexsplanasi(Explanatory) with a population of400 peopleand asample of 200people.Retrieving data usingquestionnaireswereanalyzed byStructural Equation Modellingequation modeling(SEM) andAMOS20.0. The results showed that (1) the corporate culture significantly influence employee job satisfaction and OCB Sulselbar Bank Main Branch Makassar, South Sulawesi Province, thus Hypothesis 1 (H1) and Hypothesis 2 (H2) can be accepted as true, while the corporate culture on employee performance effect is not significant, so hypothesis 3 (H3) is not proven true. Transformational leadership significantly influence employee OCB Sulselbar Bank Main Branch Makassar, South Sulawesi Province, thus Hypothesis 5 (H5), can be accepted as true, whereas transformational leadership not significant effect on job satisfaction and employee performance, so that Hypothesis 4 (H4) and hypothesis 6 (H6) not truth. The work stress have a significant effect on job satisfaction and employee performance OCB Sulselbar Bank Main Branch Makassar, South Sulawesi Province, thus Hypothesis 7 (H7) and Hypothesis 8 (H8) can be accepted as true, while work stress on employee performance Sulselbar Bank Main Branch Makassar, South Sulawesi Province effect is not significant, so hypothesis 9 (H9) was not proven true. Job satisfaction not significant effect on OCB and employee performance Sulselbar Bank Main Branch Makassar, South Sulawesi Province, thus Hypothesis 10 (H10) and Hypothesis 11 (H11) not truth.OCB not significant effect on employee performance Sulselbar Bank Main Branch Makassar, South Sulawesi Province, thus Hypothesis 12 (H12) not truth.
The document discusses two popular rock bands from the 1960s and 1970s. It provides lyrics to The Beatles song "A Little Help From My Friends" and describes the song as a hit from the 1960s. It then mentions AC/DC, describing them as a hard rock band from Australia and noting the title of their first album "Can I Sit Next to You Girl".
El documento anuncia el primer torneo de pesca de lobina que será organizado por la tienda de pesca Los Coyotitos en el Rancho El Paraíso el 14 de noviembre de 2015. Los participantes individuales competirán para capturar la mayor cantidad de lobina entre las 7:00 y las 16:00 horas usando cañas y señuelos artificiales. Habrá premios en efectivo y vales para canjear por artículos de pesca para los pescadores con las capturas más grandes y primeras.
The document describes potential locations for photographs and video scenes for a singer's music advert and digipak. It includes Ruislip Woods for shots of the singer running among trees, the town of Debanham featuring its church and park for scenes of the singer exploring the town, a nearby field considered perfect for the main lip syncing scene with trees and space to hang fairy lights in the background, and the author's back garden which will serve as the setting for a bonfire scene.
This document discusses the evolution of the internet and web technologies, termed "Web 3.0". It notes that media and business models constantly change through unexpected bursts. Examples are given of how the internet has already started to converge applications and social aspects. The distribution of traffic to websites is changing, with the top sites receiving a lower percentage. Web 3.0 will utilize new platforms and utilities for identity, payment, analytics and interfaces. It will require greater integration through standards. This will change how marketing is done in terms of tempo, skills required, organization, and value networks, though some aspects will remain the same. Data will be an increasing focus of marketing.
Waseda Super Global University Program and Collaboration in Software PatternsHironori Washizaki
Hironori Washizaki, "Waseda Super Global University Program and Collaboration in Software Patterns", Invited talk at AsianPLoP 2016: 5th Asian Conference on Pattern Languages of Programs, February 24, 2016, Taipei, Taiwan
Patrick Rodrigue has over 16 years of experience in industrial and commercial electrical maintenance. He has worked in various roles maintaining electrical systems, troubleshooting issues, and overseeing projects. His experience includes working with PLCs, motor controls, transformers, conveyor systems, and more. He has electrical and instrumentation experience from his current role at Halliburton and qualifications from his I.B.E.W. apprenticeship.
A Guide for Early childhood educators_ the influence of cultural background o...Kayla Brown
This document provides a guide for early childhood educators on the influence of cultural background on parenting beliefs and practices. It discusses how culture can impact views of individualism vs collectivism and parenting goals. The guide emphasizes that parenting is a cultural activity that varies between groups. It suggests that involving parents in children's learning experiences can help facilitate understanding between families and educators and help children develop a sense of cultural identity and belonging.
Kafka is an open-source distributed commit log service that provides high-throughput messaging functionality. It is designed to handle large volumes of data and different use cases like online and offline processing more efficiently than alternatives like RabbitMQ. Kafka works by partitioning topics into segments spread across clusters of machines, and replicates across these partitions for fault tolerance. It can be used as a central data hub or pipeline for collecting, transforming, and streaming data between systems and applications.
This document discusses self-service data preparation. It notes that 80% of an analyst's time is spent preparing data, and 90% of manual effort in data preparation should be automated. The document then outlines the key capabilities of Datawatch's self-service data preparation product, Monarch, including extracting, manipulating, enriching, combining, and automating data. It positions Monarch as the market leader with a powerful and proven engine built for large organizations. The presentation concludes by demonstrating Monarch and outlining pricing options.
De Vlaamse ziekenhuizen staan onder zware druk om hun
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Examining the Effect of Emotional Labour on Job Burnout, the Moderating Role ...ijtsrd
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Similar to Organisational Behaviour_ EL report (20)
1. Organisational Behaviour: EL Report
Kayla Brown 10181214 Page 1 of 16
- Organisational Behaviour-
Report: Emotional Labour within the Service Orientated Occupational Groups
Kayla Brown
10181214
Edith Cowan University
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Kayla Brown 10181214 Page 2 of 16
Contents
1.0 Introduction P 3
2.0 Discussion P 5
2.1 Overview of theories and concepts P 5
2.1.1 Surface and deep acting P 6
2.1.2 Affective events theory P 6
2.1.3 Emotion regulation theory P 7
2.2 Factors influencing emotional labour P 7
2.2.1 Organisational influences P 7
2.2.2 Individual emotions P 8
2.3 Implications on organisational behaviour P 9
2.3.1 Employee performance P 9
2.3.2 Employee turnover P 10
3.0 Conclusion P 11
4.0 References P 12
5.0 Appendices P 15
Appendix 1A: flow chart- emotional labour P 15
Appendix 1B: Pret-A-Manger media article P 16
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1.0 Introduction
The substantial global growth of the service sector has influenced an increase in
interpersonal transactions/service transactions in such occupations, along with the
establishment of new role requirements Influenced by “divergent polarised conceptualisation
of rationality and emotions in the workplace” (Hatznikolakis & Crossman, 2010, p. 426). The
growth and expansion of the service sector has had the impact of increasing competition,
consequently resulting in organisations implementing and promoting emotional labour (EL)
strategies, such as ‘service with a smile’, to maintain competitive advantage (Goodwin,
Groth, & Frenkel, 2011; Grandey, Rupp, & Brice, 2015). In the study of organisational
behaviour, it is important to consider the role of emotions in workplace behaviour as it may
influence and determine employee performance and organisation competitive advantage
(Grandey & Gabriel, 2015).
The concept of emotional labour derived from Hochschild, A, 1983 in the ‘The Managed
Heart’ publication (Goodwin et al., 2011; Grandey & Gabriel, 2015). For much of the
twentieth century the perception of emotional display within the work-place environment was
considered generally to be “discouraged as disruptive, illogical, biased and weak, an
anathema to sensible, intelligent, goal orientated and instrumental workplace cultures”
(Hatznikolakis & Crossman, 2010, p.426). Emotional labour refers to a situation in which
employees’ practice various strategies to regulate their emotions during interpersonal
transactions as a requirement of organisational emotional display rules (Goodwin et al., 2011;
Tang, Seal, Naumann & Miguel, 2013). Therefore the contemporary employee is expected to
regulate emotion displays to align with the organisationally-desired norms, for example a
nurse is expected to express empathy and a sales assistant is expected to express
responsiveness (Pisaniello, Winefield & Delfabbro, 2012). This has the consequence of some
employees experiencing an estrangement between genuinely felt emotions and expected
emotional displays (Goodwin et al., 2011; Maini & Chugh, 2012).
This report aims to conceptualise the link between emotional labour strategies and
core job performance within the service oriented occupation groups.
Limitations of the report include its lack of consideration that emotional variables
vary as a function of the cultural context under consideration. This factor is integral as
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cultural differences in work emotions are important in contemporary organisational
behaviour (Allen, Diefendorff & Ma, 2014).
The report begins by reviewing literature on emotional labour theory which builds the
theoretical foundation for the report. The report then explores the relevant influencing
factors of emotional labour such as organisational influences, and individual emotions;
before interpreting the implications they impose. The report concludes with the
recommendation that organisations should consider replacing emotion display policies
and rules with practices which support and value employees.
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2.0 Discussion
Emotional labour strategies are particularly important in the context of service
orientated occupational groups, as employee behaviour and success of abiding by behaviour
scripts (smiling, eye-contact, voice tone), during interpersonal transactions is a critical aspect
influencing the customer’s perception of service quality (Goodwin, et al., 2011; Lapointe,
Morin, courey, Boilard, & Payette, 2012; Maini & Chugh, 2012; Tang et al., 2013). This is
exemplified by a statement excerpted from Grandey et al. (2015, p. 770), in regards to a
Starbucks barista employees job being more than just serving coffee, “she also needs to be
polite, even friendly, to the customers. If she does her job correctly. Then maybe the
customer will walk away feeling like the barista was actually happy to serve them, that it was
not only her job, but a genuine pleasure,” this media quote echoes the concern of why
emotional labour is necessary.
2.1 Overview of theories and concepts
The understanding of emotional labour is essential within the service industry as both
theory and empirical evidence suggest that, personal and event characteristics, emotional
labour (emotion requirements, emotion regulation, emotion performance), and relational and
context factors, are integral to an employee’s work-life experience and well-being (Goodwin
et al., 2011). This is further illustrated in appendix A (Grandey & Gabriel, 2015).
Empirical evidence demonstrates that surface and deep acting often yield divergent
outcomes for employees, particularly regarding their well-being (Goodwin et al., 2011).
Emotional regulation strategies, when applied to employee-customer interactions, mirror the
concepts of deep acting, whereby the modification of felt emotions occurs in anticipation of
perceived discrepancy between actual felt emotions and required emotions; and surface
acting, whereby emotions not actually felt are expressed as a consequence to suppressing felt
emotions, amplifying weak emotions, and faking emotions (Blau, Fertig, Tatum,
Connaughton, Park, & Marshal, 2010; Goodwin et al., 2011).
Grandey et al. (2015) argue that emotional labour is an unfair labour practice as
employees are subjected to distributive injustice, interactional injustice, and procedural
injustice as employees within the service industry endure being undervalued within the
organisation, disrespected by customers, as well as being self-undermined by organisational
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policies. Literature identifies that it is a common occurrence for employees in the service
context to experience harassment as a consequence to a customer’s misinterpretation of the
emotional labour requirements, and the abuse of power in the service context is often
experienced by service providers (Grandey et al., 2015).
2.1.1 Surface and deep acting.
Surface acting typically has more detrimental outcomes, such as job performance and
cognitive cost, than deep acting (Goodwin et al., 2011). Cho et al. (2013, p. 671) identifies
the differences between emotional labour acting types, stating that “while deep acting
attempts to modify internal feelings to be consistent with display rules, surface acting
modifies outward displays to be consistent with display rules”. This is further supported by
Goodwin et al’s (2011) findings which suggest that although deep acting requires initial
emotion-regulation, from a cumulative perspective the strategy does not necessitate constant
emotional regulation, such as suppression and masking affiliated with maintaining
conflicting internal feelings and emotion displays, that surface acting does (Goodwin et al.,
2011). Surface acting influences negative interpersonal outcomes (emotional exhaustion and
feelings of inauthenticity), in comparison to deep acting which studies suggest have a positive
influence on an individual’s, perception of enhanced job satisfaction, improved service
delivery outcomes, and employee/organisational performance (Goodwin et al., 2011),
In addition it may be argued that deep acting is the preferred emotional labour
strategy for employees to engage in as it is considered more constructive, although it remains
a concern that this strategy is not positively related to well-being (Goodwin et al., 2011;
Humphrey, Ashforth, & Diefendorff, 2015).
2.1.2 Affective events theory
Affective events theory is relevant when analysing emotions in organisations, as
according to the macro-level perspective, “the nature of the job and the requirements for
emotional labour affect behaviour and work attitudes”, (Cho, Rutherford & Park, 2013, p.
671). Therefore employee’s positive and negative emotional reactions are influenced by a
combination of daily events, the work environment and personal dispositions, which
subsequently influence an employee’s experience of job satisfaction, job performance, and
organisational commitment (Cho et al., 2013). The theory highlights the relation between
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employee’s internal influences (emotions, mental states) and their influence on an
individual’s reactions to situations which subsequently determine an employee’s attitude, job
satisfaction, and performance (Humphrey et al., 2015).
2.1.3 Emotion regulation theory
The micro-level emotion regulation theory suggests that employee’s emotional labour
strategies have well-being outcomes for individuals as well as the organisations (Cho et al.,
2013; Goodwin et al., 2011). Such outcomes are associated with job satisfaction, job stress,
performance, and turnover (Grandey et al., 2015). Individuals engage in two different
emotion regulation strategies, antecedent-focused emotion regulation which manipulates
input and is commonly affiliated with emotional labour; and response-focused emotion
regulation strategies which manipulate output (Cho et al., 2013; McCance, Nye, Wang, Jones,
& Chiu, 2013). Emotional labour is affiliated with antecedent-focused emotion as it relates to
the strategy of avoiding, altering, or re-evaluating situations and people on the basis of their
probable emotional impact (Cho et al., 2013).
2.2 Factors influencing emotional labour
A combination of influencing factors on emotional labour, such as the expectation of
positive emotion requirements coupled with negative working environments has costs to
employee well-being and subsequently organisational sustainability (Grandey & Diamond,
2010; Grandey et al., 2015). This is the result of a depletion of regulating emotions and the
draining experience of dissonance from the incongruence of internal states and required
emotional displays, creating a state of tension and influencing negative employee citizenship
performance (Cho et al., 2013; Maini & Chugh, 2012; Grandey et al., 2015). The ‘ego-
depletion’ theory further supports the notion that factors influencing emotional labour present
a struggle for an employee in the service context to maintain emotion regulation (Cho et al.,
2013; Ramachandran, Jordan, Troth, & Lawrence, 2011).
2.2.1 Organisational influences
Emotional displays are commonly required and enforced within organisations to
improve organisation competitive advantage through improving the public’s perception of the
organisation, thus improving customer satisfaction and loyalty through the utilisation of
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employee’s emotions as an economic commodity (Grandey et al., 2015; Humphrey, 2012;
McCance et al., 2013). Organisations use emotional labour (imbedded in organisation
culture) as a commodity to differentiate their organisation from their competitors through the
use of slogans such as an airline service encouraging customers to “fly the friendly skies”
(Lee, An, & Noh, 2015; Grandey et al., 2015). The organisation ‘Pret-A-Manger’ further
exemplifies this through the practice of ‘enforced happiness’ on its employees and the
statement that ‘'Pret doesn't merely want its employees to lend their minds and bodies; it
wants their souls too’, (appendix B) (McDermott, 2013).
Environmental conditions and events influence an employee’s ability to maintain a
positive demeanour, such as, low pay, job monotony, lack of organisational support, and
workin anti-social long hours which is becoming more prevalent in the service industry, these
factors cause myriad sources of distress (Grandey et al., 2015; Maini & Chugh, 2012).
Emotional displays are considered to be a necessity for contemporary employees as a matter
of survival within the work environment where emotional labour is required, such as service
industry jobs, as it determines an individual employee’s job security and pay (Grandey et al.,
2015). This is evidenced in the ‘Pret-A-Manger’ organisation where the employees ‘should
never be 'moody', or 'just here for the money’, and an employee’s loss of employment for
consulting an independent union for ‘Pret’ workers regarding emotional labour working
conditions (appendix B) (McDermott, 2013).
2.2.2 Individual emotions
Employees are often required to engage in positive affective emotions, regardless of
their honest feelings about the job, the situation, or the customer (Grandey et al., 2015).
Individual differences (personalities) influence the emotional labour strategy adopted within
the service context, such differences influence a person’s job-fit (Humphrey et al., 2015).
From a person-centric perspective, literature proposes that not even the most extraverted and
agreeable person can not be expected to portray positive emotions in response to all people
consistently, although employees are expected to maintain positive expressions in emotional
labour occupations such as the service industry (Grandey et al., 2015). Therefore individuals
employed in the service context must be intrinsically motivated to engage in effective
emotion regulation and maintain the regulatory resources to meet emotional demands,
(Grandey et al., 2015). Individuals in the service context are often undervalued and their
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efforts to display emotional labour expectations are under-compensated and yet expected by
the public as emotional labour has been generalised under the umbrella of ‘good customer
service’ (Cho et al., 2013; Grandey et al., 2015; Lapointe et al., 2012).
2.3 Implications on organisational behaviour
Literature highlights that organisations implement emotion display rules with the
underlying assumption that an organisations requirement that employees display positively
appropriate emotions relevant is that sincere emotional displays, also referred to as good
‘affective delivery’, has a positive impact on organisational outcomes such as improved
organisational performance (Goodwin et al., 2011). Contrary to this perspective, literature
stipulates that the authenticity of required positive emotions from employees induces
dissonance and depleted resources, consequently impeding task performance as well as
threatening well-being (Grandey et al., 2015; Humphrey et al., 2015; Lapointe et al., 2012).
Grandey et al. (2015) identifies the inattention to employee needs as a consequence
to emotional labour expectations as, limiting self-determination, threatening autonomy,
competence, and belongingness. Literature further recognizes emotion performance may not
benefit organisational productivity, as focusing on friendliness rather than efficiency does not
benefit organisational profits (Grandey & Gabriel, 2015). Therefore it is evident that the
requirement of emotional labour in the service context comes with trade-offs, effecting
aspects of job performance and having the overall impact of net loss for the organisation
(Grandey et al., 2015).
2.3.1 Employee performance
The actions and behaviours controlled by individual employees contribute to
organisational goals, therefore employee performance is an important construct within
service industry context (Goodwin et al., 2011). Employee performance, in the service
industry, refers to tangible service delivery and intangible aspects such as interpersonal
behaviour and emotional display (e.g., responsiveness, empathy) (Goodwin et al., 2011).
Grandey et al. (2015), identify that, despite proposed benefits of smiling, emotional labour
has human costs, such as the somatic symptoms of job dissatisfaction and job burnout
(Grandey & Diamond, 2010; Lapointe et al., 2012). Contrary to this perspective, deep acting
is considered to be positively correlated with employee performance as it involves the
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Kayla Brown 10181214 Page 10 of 16
expression of real emotions and influences a sense of personal accomplishment (Humphrey et
al., 2015; Goodwin et al., 2011).
In the circumstance where emotion display demands exceed the individual’s self-
control resources, resulting in a depletion of the individual employee’s performance (Grandey
et al., 2015). Studies indicate that the emotional labour demand in the service context
“impairs subsequent self-regulatory performance on attentional tasks, decision-making, and
physical exertion (Grandey et al., 2015, p. 772). Literature supports this with the findings that
individuals experiencing a depleted self-regulatory state have a higher tendency to engage in
anti-social behaviours such as ineffective self-presentation and inappropriate self-disclosure
(Grandey & Gabriel, 2015).
2.3.2 Employee turnover
Literature has posited that emotional labour potentially contributes to employee
turnover (Goodwin et al., 2011). Employee turnover is a critical concern for many
organisations, research findings demonstrates that employee satisfaction and commitment
positively effects organisational performance (Cho et al., 2013; Goodwin et al., 2011;
Ramachandran et al., 2011). Employees who regularly engage in the practice of emotional
labour have the tendency to adopt the attitude that they work in an unsuitable environment,
consequently influencing employee withdrawal cognitions and behaviours (Goodwin et al.,
2011). When employees experience a discrepancy between their internal and external
emotional experience (surface acting), it is common for such individuals to express turnover
intentions and emotional exhaustion (Cho et al, 2013). Grandey et al. (2015) suggest that over
a duration of time, chronic depletion influences an increase in turnover intentions as well as
quit rates.
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3.0 Conclusion
In conclusion, through the exploration of the relevant emotional labour theories and
concepts, it is apparent that emotions are integral to an individual’s reasoning process which
influences motivation and behaviour within the service context (Humphrey, 2012). Thus
organisations must consider emotional labour implications as emotional behaviour has
become an intrinsic component to understanding expected behaviours in organisations and
the influence it has on organisational effectiveness.
It is suggested that organisations replace emotional requirements and escalating
worker coercion with humanistic practices, this may be achieved by reducing employee costs
(Grandey et al., 2015). thus replacing emotion display policies and rules with practices which
support and value employees, this may have the positive outcome where employees
experience authentic positive emotions, subsequently reducing human costs and increasing
organisation effectiveness (Grandey et al., 2015). Therefore on a theoretical and practical
level, by reducing the depletion of self-regulatory resources and producing authentic
emotions (deep-acting), this may influence service success (Goodwin et al., 2011). This
report evidences that emotional labour is a consequence to the inappropriate use of the
surface-acting emotional labour strategy (Humphrey et al., 2015).
12. Organisational Behaviour: EL Report
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4.0 References
Allen, J. A., Diefendorff, J. M., & Ma, Y. (2014). Differences in emotional labor across
cultures: A comparison of chinese and U.S. service workers. Journal of Business and
Psychology, 29(1), 21-35. doi:10.1007/s10869-013-9288-7
Blau, G., Fertig, J., Tatum, D. S., Connaughton, S., Park, D. S., & Marshall, C. (2010).
Further scale refinement for emotional labor: Exploring distinctions between types of
surface versus deep acting using a difficult client referent. Career Development
International, 15(2), 188-216. doi:10.1108/13620431011040969
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5.0 Appendices
Appendix A: flow chart- emotional labour
(Grandey & Gabriel, 2015)
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Appendix B: Pret-A-Manger media article
(McDermott, 2013).
(McDermott, 2013).