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Resources depletion model of emotional labour: perceived emotional effort as key factor in Spanish-English samples

Rodríguez-Carvajal, R.; Quinones-Garcia, C.; Clarke, N.; Moreno-Jiménez, B. and De Rivas-Hermosilla, S. (2010). Resources depletion model of emotional labour: perceived emotional effort as key factor in Spanish-English samples. In: 9th Conference of the European Academy of Occupational Health Psychology, 29-31 Mar 2010, Rome.

URL: http://www.eaohp.org/uploads/1/1/0/2/11022736/bop9...
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Abstract

Emotional Labour (EL) and high turnover rates are central features of customer service roles within the Entertainment Industry. EL relates to the effort customer service employees have to exert in order to meet the emotional requirements of their job regardless of their own feelings. Evidence suggests that high leaving rates are the result of the stress associated to the EL employees have to perform. On the other hand, studies support that cultures differ in the extent to which they allow the free regulation of emotion. Impulsive cultures (e.g. Spain) encourage individuals to express their own emotions freely whereas in institutional cultures (e.g. UK) individuals tend not to express their own emotions and to regulate them in order to meet emotional rules.

Item Type: Conference or Workshop Item
Copyright Holders: 2010 The Authors
Extra Information: pp.267-268
Academic Unit/School: Faculty of Business and Law (FBL) > Business > Department for People and Organisations
Faculty of Business and Law (FBL) > Business
Faculty of Business and Law (FBL)
Item ID: 39980
Depositing User: Cristina Quinones
Date Deposited: 25 Apr 2014 09:34
Last Modified: 23 Sep 2019 10:08
URI: http://oro.open.ac.uk/id/eprint/39980
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