Springer Agnieszka, Oleksa Karolina
Wyższa Szkoła Bankowa w Poznaniu / WSB University in Poznan, Poznań, Poland (Wydział Finansów i Bankowości, Instytut Zarządzania / Faculty of Finance and Banking, Institute of Management).
Med Pr. 2017 Jul 26;68(5):605-615. doi: 10.13075/mp.5893.00556. Epub 2017 Jun 26.
Nowadays more and more employees are required to perform emotional labor (EL) which means that they need to express emotions set by the organizational procedures, simultaneously masking the true feelings. Employees, while performing emotional labor, choose between one of the two strategies (surface acting or deep acting) and this leads to e.g., burnout. As the performance of emotional labor and its consequences depend on the specification of work and chosen strategy, it was assumed that the consequences of EL may be different for workers in various occupations.
The authors performed a comparative analysis between teachers (N = 129) and professionals of commercial service sector (N = 136). In the analysis the Polish adaptation of deep acting and surface acting scale (DASAS) and the Polish version of OLBI (Oldenburg Burnout Inventory) were used.
The statistical verification of hypotheses showed that employees of commercial service sector show a greater tendency toward choosing surface acting than teachers. Furthermore, in the group of teachers negative consequences are more related to emotional exhaustion, while both components of burnout are at the same level among employees of the other group. In both groups of respondents surface acting leads to the increase in burnout.
Emotional labor can lead to a variety of negative consequences, e.g., burnout or psychosomatic diseases. Based on this knowledge, organizations can develop standards for the expression of emotions and preventive actions, such as identification with organization, which can counteract the negative EL consequences. Med Pr 2017;68(5):605-615.
如今，越来越多的员工被要求进行情绪劳动（EL），这意味着他们需要表达组织程序设定的情绪，同时掩盖真实感受。员工在进行情绪劳动时，会在两种策略（表层扮演或深层扮演）中做出选择，而这会导致诸如倦怠等问题。由于情绪劳动的表现及其后果取决于工作的具体情况和所选择的策略，因此可以假设情绪劳动的后果在不同职业的工人中可能有所不同。
作者对教师（N = 129）和商业服务部门专业人员（N = 136）进行了比较分析。在分析中使用了波兰语改编的深层扮演和表层扮演量表（DASAS）以及波兰语版的奥尔登堡倦怠量表（OLBI）。
假设的统计验证表明，商业服务部门的员工比教师更倾向于选择表层扮演。此外，在教师群体中，负面后果与情绪衰竭的相关性更强，而在另一组员工中，倦怠的两个组成部分处于相同水平。在两组受访者中，表层扮演都会导致倦怠增加。
情绪劳动可能会导致各种负面后果，例如倦怠或身心疾病。基于这一认识，组织可以制定情绪表达标准和预防措施，例如认同组织，这可以抵消情绪劳动的负面后果。《医学实践》2017年；68(5):605 - 615。
