Emanuel Federica, Colombo Lara, Santoro Stefania, Cortese Claudio G, Ghislieri Chiara
Department of Philosophy and Education Sciences, University of Turin, Turin, Italy.
Department of Psychology, University of Turin, Turin, Italy.
Eur J Psychol. 2020 Nov 27;16(4):542-560. doi: 10.5964/ejop.v16i4.1838. eCollection 2020 Nov.
Professions that involve interaction with customers entail great emotional effort: workers are required to show emotions different from their true feeling and they experienced emotional dissonance and verbal aggression from customers. These job demands can generate discomfort and the effects of emotional labour can "expand" in other life domains. The study investigated the relationship among emotional dissonance, customer verbal aggression, affective discomfort at work and work-family conflict, considering differences between two groups of service workers: call centre agents (CA; N = 507, voice-to-voice relation with customers) and supermarket cashiers (SC; N = 444, face-to-face relation with customers). Results showed that emotional dissonance and customer verbal aggression had a positive relationship with work-family conflict, the mediational role of affective discomfort emerged in both groups; different effects of job demands in subsamples appeared. Suggestions for organisations and work processes emerged in order to identify practical implications useful to support employees in coping with emotional labour and to promote well-being and work-family balance.
员工需要表现出与他们真实感受不同的情绪，并且他们会经历情感失调以及来自客户的言语攻击。这些工作要求会产生不适感，并且情感劳动的影响会在其他生活领域“扩展”。该研究调查了情感失调、客户言语攻击、工作中的情感不适与工作-家庭冲突之间的关系，同时考虑了两组服务员工之间的差异：呼叫中心客服（CA；N = 507，与客户语音对语音关系）和超市收银员（SC；N = 444，与客户面对面关系）。结果表明，情感失调和客户言语攻击与工作-家庭冲突呈正相关，情感不适在两组中均起到中介作用；子样本中工作要求的不同影响也显现出来。针对组织和工作流程提出了一些建议，以便确定有助于支持员工应对情感劳动并促进幸福感和工作-家庭平衡的实际意义。
