出版社：Fundación Científica y Tecnológica de la Asociación Chilena
摘要：In 1983 A.R. Hochschild (Hochschild 1983) introduces the term
emotional labour to refer to the expression of organizationally
desirable emotions to influence the interactions with clients at work.
In the service sector, and especially in hospitality, employees have to
work with their emotions as part of their job. This is the so-called
emotion work, demands to express organizationally desirable emotions
to their clients.
In this article a description of the general results obtained in several
investigations in the tourist sector follows. Its focus is on the emotional
demands that receptionists and waiters experience as part of their job
and in the personal and organizational consequences of the same.
Emotion work was measured with the Frankfurt Emotion Work Scales
(FEWS) by Zapf, Vogt, Seifert, Mertini, and Isic (Zapf et al. 1999); and
burnout with the MBI-GS (Maslach Burnout Inventory Manual,
Schaufeli et al. 1996). The results obtained show that employees of tourist services display a similar profile of emotion work independently of: the category and geographic location of the hotel, their occupation (receptionist versus waiter) and gender. This profile of emotional demands indicates that
employees must often express positive emotions, empathy and
sensitivity towards the clients. However, they do occasionally feel
emotional dissonance.
关键词：TOURISM; WORKERS/PSYCHOLOGY; BURNOUT, PROFESSIONAL, STRESS, PSYCHOLOGICAL; WORKING CONDITIONS;MOTIVATION, SPAIN.
