Reducing the negative effects of emotion work in service occupations: emotional competence as a psychological resource

Angelo Giardini; Michael Frese

doi:10.1037/1076-8998.11.1.63

Reducing the negative effects of emotion work in service occupations: emotional competence as a psychological resource

Research output: Journal contributions › Scientific review articles › Research

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Reducing the negative effects of emotion work in service occupations: emotional competence as a psychological resource. / Giardini, Angelo; Frese, Michael.
In: Journal of Occupational Health Psychology, Vol. 11, No. 1, 01.01.2006, p. 63-75.

Research output: Journal contributions › Scientific review articles › Research

Bibtex

@article{30b9db36ec274a3d98d93e779e6f1983,

title = "Reducing the negative effects of emotion work in service occupations: emotional competence as a psychological resource",

abstract = "Although emotion work and emotional competence focus on similar processes, there has been a lack of integration between the 2 concepts. Emotion work is the regulatory effort to express organizationally desired emotions, whereas emotional competence encompasses skills that focus on how people deal with and regulate their own affect and that of others. The general hypothesis of this study was that emotional competence can be regarded as an important personal resource in emotion work because it moderates the relationships between work characteristics, emotional dissonance, and outcome variables. Eighty-four service employees completed a questionnaire on their working conditions and their well-being. In addition, peer ratings for emotional competence were completed. The authors found that emotional competence moderated most of the proposed relationships between work characteristics and emotional dissonance, between emotional dissonance and outcome variables, and between work characteristics and outcome variables.",

keywords = "Business psychology, emotion work, service occupations, emotional competence",

author = "Angelo Giardini and Michael Frese",

year = "2006",

month = jan,

day = "1",

doi = "10.1037/1076-8998.11.1.63",

language = "English",

volume = "11",

pages = "63--75",

journal = "Journal of Occupational Health Psychology",

issn = "1076-8998",

publisher = "American Psychological Association Inc.",

number = "1",

}

RIS

TY - JOUR

T1 - Reducing the negative effects of emotion work in service occupations: emotional competence as a psychological resource

AU - Giardini, Angelo

AU - Frese, Michael

PY - 2006/1/1

Y1 - 2006/1/1

N2 - Although emotion work and emotional competence focus on similar processes, there has been a lack of integration between the 2 concepts. Emotion work is the regulatory effort to express organizationally desired emotions, whereas emotional competence encompasses skills that focus on how people deal with and regulate their own affect and that of others. The general hypothesis of this study was that emotional competence can be regarded as an important personal resource in emotion work because it moderates the relationships between work characteristics, emotional dissonance, and outcome variables. Eighty-four service employees completed a questionnaire on their working conditions and their well-being. In addition, peer ratings for emotional competence were completed. The authors found that emotional competence moderated most of the proposed relationships between work characteristics and emotional dissonance, between emotional dissonance and outcome variables, and between work characteristics and outcome variables.

AB - Although emotion work and emotional competence focus on similar processes, there has been a lack of integration between the 2 concepts. Emotion work is the regulatory effort to express organizationally desired emotions, whereas emotional competence encompasses skills that focus on how people deal with and regulate their own affect and that of others. The general hypothesis of this study was that emotional competence can be regarded as an important personal resource in emotion work because it moderates the relationships between work characteristics, emotional dissonance, and outcome variables. Eighty-four service employees completed a questionnaire on their working conditions and their well-being. In addition, peer ratings for emotional competence were completed. The authors found that emotional competence moderated most of the proposed relationships between work characteristics and emotional dissonance, between emotional dissonance and outcome variables, and between work characteristics and outcome variables.

KW - Business psychology

KW - emotion work

KW - service occupations

KW - emotional competence

UR - http://www.scopus.com/inward/record.url?scp=33747724002&partnerID=8YFLogxK

UR - https://www.mendeley.com/catalogue/25831290-0b6c-3922-9f72-acf98cba6d7c/

U2 - 10.1037/1076-8998.11.1.63

DO - 10.1037/1076-8998.11.1.63

M3 - Scientific review articles

C2 - 16551175

VL - 11

SP - 63

EP - 75

JO - Journal of Occupational Health Psychology

JF - Journal of Occupational Health Psychology

SN - 1076-8998

IS - 1

ER -