El trabajo emocional desde una perspectiva clarificadora tras treinta años de investigación / The Emotional Work from a Clarifying Perspective after Thirty Years of Research

El presente trabajo tiene como objetivo el análisis del concepto de "trabajo emocional". Específicamente, a través de un enfoque integrador, se pretende clarificar a qué hace referencia el trabajo emocional y diferenciarlo de conceptos con los que comúnmente se relaciona en la literatura existente. Además, se analiza una de las últimas propuestas sobre cómo se podría producir el trabajo emocional aplicado al contexto de las organizaciones de servicios. Por último, se analizan los antecedentes que la literatura señala como aspectos potenciales para la aparición del trabajo emocional y las consecuencias que éste puede ocasionar en los resultados organizacionales, como es la calidad de servicio y en la salud psicosocial de los trabajadores.

This paper aims to analyze the concept of Emotional Work. Specifically, through an integrated approach, it is intended to clarify what is Emotional Work and differentiate concepts that are commonly associated in the literature. Also, one of the latest proposals on how they could produce the Emotional Work applied to the context of service organizations is analyzed. Finally, the background literature identifies as potential issues for the appearance of emotional labor and the consequences it can have on organizational outcomes, such as quality of service and the psychosocial health of workers are analyzed.

Emotional Labour of Caring for Hematopoietic Stem Cell Transplantation Patients: Iranian Nurses' Experiences

PURPOSE: The purpose of this study was to describe the emotional labour experienced by nurses who care for hematopoietic stem cell transplantation (HSCT) patients in Iran. METHODS: Eighteen nurses participated in semi-structured interviews. The interviews were analyzed using qualitative content analysis methods. RESULTS: Three main categories described the emotional labour involved, namely, emotional intimacy, feeling overwhelmed with the sadness and suffering, and changing self. Nurses had compassion for their patients, contributing to a close nurse-patient relationship. The nurses' emotional labour resulted in their feeling overwhelmed with sadness and suffering. Five subcategories described this emotional toll: (a) witnessing suffering, (b) struggling mentally, (c) hurting emotionally, (d) feeling drained of energy, and (e) escaping grief. Dealing with death and dying on an ongoing basis promoted the nurses' changing self. CONCLUSION: Iranian nurses who care for HSCT patients experience a range of positive and negative emotions. Establishing appropriate support systems for nurses might help mediate the negative aspects of emotional labour. thereby improving nursing work life and ultimately the quality of patient care.

Emociones y salud en el trabajo: análisis del constructo "trabajo emocional" y propuesta de evaluación / Emotions and health in work settings: analyses of the emotional labour construct and development of a questionnaire

El Trabajo Emocional (TE) es un constructo multidimensional que alude a la carga emocional, la valencia de la misma, su variedad y a su relación con el puesto de trabajo o con la cultura organizacional, así como con la efectividad del desempeño y el bienestar del trabajador. El objetivo de la presente investigación es el estudio y análisis del constructo de TE, así como la propuesta de un instrumento para su evaluación, recogiendo no sólo las dimensiones clásicas del constructo (i.e. disonancia emocional), sino también aquellos aspectos directamente vinculados con normas organizacionales del TE. Con una población española de cajeras (N=458), los análisis de fiabilidad, validez factorial y criterial, mostraron resultados psicométricos adecuados. Asimismo, dentro de la validez de criterio se refrendaron los estudios que señalan la relación entre el TE y el desgaste profesional.

Emotional Labour (EL) is a multidimensional concept, related to display positive and negative emotions, its variety and frequency, emotional requirements of job role, and to control the interaction process. These elements influence worker performance and psychological well-being. The aim of this research was to study and analysis the EL construct and it multidimensional nature as well as to develop an instrument to assess not only the classical dimensions of it (i.e. emotional dissonance) but also organizational rules that regulate emotional requirements of job roles. Results on Spanish cashiers (N=458) shown excellent psychometric data on reliability, construct, and criteria validity. As regards criteria validity, results ratify previous data related to the relation between EL and burnout.