The Dimensions, Antecedents, and Consequences of Emotional Labor

Academy of Management Review - Tập 21 Số 4 - Trang 986-1010 - 1996
John A. Morris1, Daniel C. Feldman1
1University of South Carolina

Tóm tắt

Từ khóa


Tài liệu tham khảo

Adelmann P. K. 1989.Emotional labor and employee well-being. Unpublished doctoral dissertation, University of Michigan, Ann Arbor.

Alloy L., 1988, Cognitive process in depression, 223

Arvey R. D., 1989, Journal of Applied Psychology, 74, 187, 10.1037/0021-9010.74.2.187

Ashforth B. E., 1993, Academy of Management Review, 18, 88, 10.5465/amr.1993.3997508

Ashforth B. E., 1995, Human Relations, 48, 97, 10.1177/001872679504800201

Birnbaum D. W., 1980, Sex Roles, 6, 435, 10.1007/BF00287363

Bowen D. E, 1988, Research in organizational behavior, 10, 43

Caplan R. D., 1983, Stress research: Issues for the eighties, 35

Cardy R. L., 1986, Journal of Applied Psychology, 71, 672, 10.1037/0021-9010.71.4.672

Clark M. S., 1992, Review of personality and social psychology: Emotion and social behavior, 14

Cohen S., 1985, Psychological Bulletin, 98, 310, 10.1037/0033-2909.98.2.310

Cordes C. L., 1993, Academy of Management Review, 18, 621, 10.5465/amr.1993.9402210153

Deaux K., 1985, Annual review of psychology, 36, 49

DePaulo B. M., 1992, Psychological Bulletin, 111, 203, 10.1037/0033-2909.111.2.203

Deutsch F. M., 1990, Personality and Social Psychology Bulletin, 16, 531, 10.1177/0146167290163011

Ekman P., 1973, Darwin and facial expression: A century of research in review, 169

Ekman P., 1985, Telling lies

Erickson R. J. 1991.When emotion is the product: Self, society, and (in)authenticity in a postmodern world. Unpublished doctoral dissertation, Washington State University.

Fineman S., 1993, Emotion in organizations

Flett G. L., 1988, British Journal of Social Psychology, 27, 67, 10.1111/j.2044-8309.1988.tb00805.x

Friedman H. S., 1980, Journal of Personality and Social Psychology, 39, 333, 10.1037/0022-3514.39.2.333

Frijda N. H., 1992, Review of personality and social psychology, 13, 60

George J., 1992, Psychological Bulletin, 112, 310, 10.1037/0033-2909.112.2.310

Goffman E., 1959, The presentation of self in everyday life

Goleman D., 1995, Emotional intelligence: Why it can matter more than IQ

Goodsell C. T., 1976, Administrative Science Quarterly, 21, 140, 10.2307/2391884

Hackman J. R., 1975, Journal of Applied Psychology, 60, 159, 10.1037/h0076546

Hochschild A., 1979, American Journal of Sociology, 85, 555, 10.1086/227049

Hochschild A., 1983, The managed heart

Hochschild A., 1989, The second shift

Hochschild A., 1990, Research agendas in the sociology of emotions, 180

Hoffman L. W., 1972, Journal of Social Issues, 28, 129, 10.1111/j.1540-4560.1972.tb00022.x

House J., 1981, Work stress and social support

Isen A., 1991, Research in organizational behavior, 13, 1

Jackson S. E., 1986, Journal of Applied Psychology, 71, 630, 10.1037/0021-9010.71.4.630

James N., 1989, Sociological Review, 37, 15, 10.1111/j.1467-954X.1989.tb00019.x

James N., 1992, Sociology of Health & illness, 14, 488, 10.1111/1467-9566.ep10493127

Judge T. A., 1992, Research in personnel and human resource management, 10, 31

Kahn R. L., 1964, Personnel Administrator, 9, 8

Kahn W. A., 1993, Administrative Science Quarterly, 38, 539, 10.2307/2393336

Kemper T. D., 1990, Research agendas in the sociology of emotions, 1

Kendrick D. T., 1988, American Psychologist, 43, 23, 10.1037/0003-066X.43.1.23

Kipnis D., 1980, Journal of Applied Psychology, 65, 440, 10.1037/0021-9010.65.4.440

Kring A. M., 1994, Journal of Personality and Social Psychology, 66, 934, 10.1037/0022-3514.66.5.934

Kuenz J., 1995, Inside the mouse: Work and play at Disney World, 110

LaFrance M., 1992, Review of personality and social psychology, 14, 178

Lawler E. E., 1973, Motivation in work organizations

Lazarus R. S., 1993, Annual review of psychology, 44, 1

Leary M. R., 1990, Psychological Bulletin, 107, 34, 10.1037/0033-2909.107.1.34

Lee R. T., 1993, Organizational Behavior and Human Decision Processes, 54, 369, 10.1006/obhd.1993.1016

Leidner R. 1989.Working on people: The routinization of interactive service work. Unpublished doctoral dissertation, Northwestern University, Evanston, IL.

Lutz C., 1986, Annual review of anthropology, 15, 405

Maslach C., 1982, Burnout: The cost of caring

Middleton D. R., 1989, Ethos, 17, 187, 10.1525/eth.1989.17.2.02a00030

Morgan G., 1986, Images of organization

Mumby D. K., 1992, Academy of Management Review, 17, 465, 10.5465/amr.1992.4281983

Oatley K., 1992, Annual review of psychology, 43, 55

Rafaeli A., 1989, Journal of Applied Psychology, 74, 385, 10.1037/0021-9010.74.3.385

Rafaeli A., 1989, Academy of Management Journal, 32, 245, 10.2307/256362

Rafaeli A., 1987, Academy of Management Review, 12, 23, 10.5465/amr.1987.4306444

Rafaeli A., 1989, Research in organizational behavior, 11, 1

Riggio R. E., 1982, Journal of Nonverbal Behavior, 7, 33, 10.1007/BF01001776

Rudolph B., 1993, Time, 48

Rutter D. R., 1988, Work and Stress, 2, 292, 10.1080/02678378808257490

Saarni C., 1993, Lying and deception in everyday life, 107

Saxton M. J., 1991, Human Relations, 44, 583, 10.1177/001872679104400604

Schneider B., 1995, Winning the service game

Smith A. C., 1989, Social Psychology Quarterly, 52, 56, 10.2307/2786904

Smith P., 1992, The emotional labour of nursing, 10.1007/978-1-349-12514-2

Staw B. M., 1993, Administrative Science Quarterly, 38, 304, 10.2307/2393415

Staw B. M., 1986, Administrative Science Quarterly, 31, 56, 10.2307/2392766

Sudman S., 1974, Response effects in surveys

Sutton R. I., 1991, Administrative Science Quarterly, 36, 245, 10.2307/2393355

Sutton R. I., 1988, Academy of Management Journal, 31, 461, 10.2307/256456

Synder M., 1974, Journal of Personality and Social Psychology, 30, 526, 10.1037/h0037039

Synder M., 1987, Public appearances, private realities: The psychology of self-monitoring

Thoits P. A., 1990, Research agendas in the sociology of emotions, 180

Tolich M. B., 1993, Journal of Contemporary Ethnography, 22, 361, 10.1177/089124193022003004

Van Maanen J., 1989, Research in organizational behavior, 11, 43

Waldron V. R., 1991, Management Communication Quarterly, 4, 287, 10.1177/0893318991004003002

Wallbott H. G., 1989, Emotion: Theory, research, and experience: The measurement of emotions, 4, 55

Wanous J. P., 1992, Organizational entry: Recruitment, selection, orientation, and socialization of newcomers

Watson D., 1984, Psychological Bulletin, 96, 465, 10.1037/0033-2909.96.3.465

Watson D., 1985, Psychological Bulletin, 98, 219, 10.1037/0033-2909.98.2.219

Wharton A. S., 1993, Work and Occupations, 20, 205, 10.1177/0730888493020002004

Wharton A. S., 1993, Academy of Management Review, 18, 457, 10.5465/amr.1993.9309035147

Wichroski M. A., 1994, Human Organization, 53, 33, 10.17730/humo.53.1.a1205g53j7334631

Wouters C., 1989, Theory, Culture. & Society, 6, 447, 10.1177/026327689006003006

Zeithaml V. A., 1990, Delivering qualify service: Balancing customer perceptions and expectations