頁籤選單縮合
題 名 | Emotional Labor and It's Impact on Licensed Funeral Directors |
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作 者 | Smith, J. R.; M., Kimberly; Mosley, Alisa M.; Glover, Glenda B.; | 書刊名 | Academy of Taiwan Business Management Review |
卷 期 | 5:2 2009.08[民98.08] |
頁 次 | 頁15-29 |
分類號 | 176.52 |
關鍵詞 | |
語 文 | 英文(English) |
英文摘要 | This study empirically identifies the emotive dissonance and emotive effort dimensions of emotional labor and their relationships to the emotional exhaustion, depersonalization, personal accomplishments and job satisfaction consequences of emotional labor with respect to licensed funeral directors. Though this framework, this article presents hypotheses relating to the dimensions and consequences of emotional labor. Emotive dissonance as hypothesized resulted in higher levels of emotional exhaustion. An inverse relationship resulted with higher levels of emotive effort indicating lower levels of depersonalization. No support was revealed for hypothesized higher levels of emotive dissonance being indicative of lower levels of job satisfaction; and higher level of emotive effort resulting in higher levels of job satisfaction. Implications for future research are also discussed. Death is an inevitable occurrence. Normally people do not want to talk about it or think about it - let alone be around it. But those in the funeral services industry have chosen to deal with death daily. It is one of the few industries that survive as a result of death. In addition to the physical labor requirements of the job (e.g. removal of the deceased, embalming), the licensed funeral director is also required to perform emotional labor. As one of his greatest tasks, he shoulders the responsibility of comforting the bereaved as they prepare to make final arrangements for their loved ones. In this capacity, the licensed funeral director is expected to appear understanding, sympathetic, and somber about his potential clients' loss. Although his experienced personal emotions may not match the expected job related emotions, by displaying the expected emotions, the funeral director aspires to encourage the bereaved to entrust the care of their loved one to his establishment. This requirement to invoke or suppress personal emotions (feelings) in order to display appropriate job related emotions in an attempt to yield desired customer responses, is called emotional labor (Hochschild, 1983). In examining the emotional labor theory, researchers have considered a wide array of occupations, including flight attendants(Hochschild, 1983), table servers (Adelmann, 1989), Disneyland employees (Van Maanen &Kunda, 1989), cashiers (Rafaeli & Sutton, 1987; Rafaeli, 1989; Tolich, 1993), bank employees, and hospital workers (Wharton, 1993), the majority of which require workers to behave exceptionally enthusiastic. What are the effects of emotional labor in an occupation where the clients and workers are interacting over what is described as the most emotion invoking aspect of life - death (Lofland, 1982; Gentry, Kennedy, Paul, and Hill, 1995? |
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