a J.W. Goethe-University , Frankfurt , Germany.
Psychol Health. 2001 Sep;16(5):527-45. doi: 10.1080/08870440108405525.
Abstract This article reports research on emotion work, organizational as well as social variables as predictors of job burnout. In burnout research, high emotional demands resulting from interactions with clients are seen as a core characteristic of service jobs. However, these emotional demands were seldom measured in a direct manner. It was only recently that emotional demands were included in studies on burnout referring to the concept of emotion work (emotional labor). Emotion work is defined as the requirement to display organizationally desired emotions. A multi-dimensional concept of emotion work was used to analyze the relations of emotion work variables with organizational and social variables and their joint effect on burnout in five samples including employees working in children's homes, kindergartens, hotels, banks and call centers. Emotion work variables correlated with organizational stressors and resources. However, hierarchical multiple regression showed a unique contribution of emotion work variables in the prediction of burnout. Moreover, the analysis of interaction effects of emotional dissonance and organizational and social stressors showed that for service professionals, the coincidence of these stressors led to exaggerated levels of emotional exhaustion and depersonalization.
摘要 本文报告了情绪劳动、组织和社会变量作为职业倦怠预测因素的研究。在职业倦怠研究中，与客户互动产生的高情绪需求被视为服务工作的核心特征。然而，这些情绪需求很少被直接测量。直到最近，情绪需求才被纳入职业倦怠的研究中，这些研究参考了情绪劳动（情绪劳动）的概念。情绪劳动被定义为表现出组织期望的情绪的要求。多维情绪劳动概念被用于分析情绪劳动变量与组织和社会变量的关系，以及它们在包括儿童福利院、幼儿园、酒店、银行和呼叫中心在内的五个样本中的职业倦怠中的共同作用。情绪劳动变量与组织压力源和资源相关。然而，层次多元回归显示，情绪劳动变量对职业倦怠的预测具有独特的贡献。此外，情绪不和谐与组织和社会压力源的交互效应分析表明，对于服务专业人员来说，这些压力源的同时发生导致情绪耗竭和去人性化的程度加剧。
