de Castro Arnold B, Agnew Jacqueline, Fitzgerald Sheila T
American Nurses Association, Center for Occupational Health and Safety, Washington, DC, USA.
AAOHN J. 2004 Mar;52(3):109-15.
The occupational experience of workers in service-oriented jobs can have profound effects on their health and well being, such as burnout, inauthenticity, and job dissatisfaction. The growing service economy and resultant proliferation of service-oriented jobs in current times and in the future must be acknowledged and investigated. The move from an economy driven by manufacturing industries to one dominated by service industries has taken place and currently prevails in the United States. In recognizing this shift in the "work" experience of the American work force, the changing nature of work related hazards must also be considered. Emotional labor has come to be known as an appreciable aspect of work involving direct interactions with clients and customers that can lead to adverse psychosocial outcomes. These relationships reveal the potential unpleasantness of service employment in which the performance of emotional labor is unavoidable. Although worker attributes can influence the emotional experience on the job, emotional labor is also likely to threaten the well being of workers through significantly high demands to express organizationally desired emotions and low control over what emotions can be felt and displayed. Recognition and investigation of emotional labor is necessary to understand its effects on worker populations. Conceptual models featuring emotional labor are available to guide research. However, discrimination among them based on utility and application in relation to identified study objectives and needs is essential.
从事服务型工作的劳动者的职业经历会对其健康和幸福产生深远影响，比如职业倦怠、虚假感和工作不满。必须认识并研究当前及未来不断发展的服务经济以及由此产生的服务型工作的激增。从以制造业为主导的经济向以服务业为主导的经济的转变已经发生，并且目前在美国占据主导地位。在认识到美国劳动力“工作”经历的这一转变时，还必须考虑与工作相关的危害的变化性质。情绪劳动已被视为工作中一个相当重要的方面，它涉及与客户的直接互动，可能导致不良的社会心理后果。这些关系揭示了服务性工作中潜在的不愉快之处，在这种工作中，情绪劳动的表现是不可避免的。虽然劳动者的特质会影响工作中的情绪体验，但情绪劳动也可能通过对表达组织期望情绪的过高要求以及对能感受到和表现出何种情绪的低控制，威胁到劳动者的幸福。认识和研究情绪劳动对于理解其对劳动者群体的影响是必要的。有以情绪劳动为特色的概念模型可用于指导研究。然而，根据与已确定的研究目标和需求相关的效用和应用对它们进行区分至关重要。
