Wyniki wyszukiwania - Biblioteka Nauki

1

Service with a fake smile and emotional exhaustion. Does emotional intelligence matter?

100%

Szczygieł D.

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nr 3

299-310

EN

Research shows that positive affective displays in customer service interactions are positively related to customers’ perception of overall service quality. Consequently, the way customer service employees manage their feelings is seen as an important aspect of providing their services. In most service contexts, employees are expected to express positive emotions, e.g., be cheerful and suppress negative emotions, such as resentment. Emotional labor is regarded as a type of impression management, because it involves deliberate effort undertaken by service workers in order to adhere to organizational display rules when dealing with customers. Surface acting is an emotional labor strategy and consists of managing observable emotional expression without modifying underlying genuine feelings (service with a fake smile). Research shows that surface acting is positively related to employee burnout. The present study (N=180) was designed to examine the effects of surface acting on emotional exhaustion while controlling for employees’ trait emotional intelligence. The results demonstrated that employees who declared greater use of surface acting during their interactions with customers reported more symptoms of emotional exhaustion. As predicted, however, this effect was observed only among employees low in trait emotional intelligence. The discussion encompasses the implications these results may have for managing emotional expression in public performance that may result in reducing performance anxiety.

2

Skala Poziomów Świadomości Emocji. Adaptacja Skali Levels of Emotional Awareness Scale Lane'a i Schwartza

63%

Szczygieł D. , Kolańczyk A.

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2000

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tom 3

155-179

EN

The paper presents adaptation of Levels of Emotional Awareness Scale (LEAS) created originally by Lane and Schwartz. According to their theory emotional awareness is a type of cognitive processing which undergoes five levels of structural transformation. LEAS is a written, projective instrument that asks subjects to describe her or his anticipated emotions and those of another person in each of 20 scenes described in 2 to 4 sentences. Scoring criteria allow to evaluate the degree of differentiation and integration of the words denoting emotions and the level of emotional awareness of the subject. Adaptation of the scale was conducted with a group of 113 subjects (aged – 19, equal number women and men) and group of 56 women (aged: 35 to 40). In order to establish reliability of the instrument three methods were used: 1) split-half reliability, 2) internal reliability and 3) test – retest reliability. All results obtained are showing high reliability of LEAS – PL. Validity of the scale was evaluated by showing its positive correlation with ALEX–40 (a questionnaire used for a measurement of alexithymia) and negative correlation with two verbal test of WAIS – R PL: Vocabulary and Comprehension. Construct validity was checked by group differences (women and men).

3

Choosing between emotion regulation strategies to appear cool, calm, and collected: Does emotional stimulus intensity matter?

63%

Szczygieł D. , Baryła W.

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tom 22

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nr 1

53-71

EN

The present study examined the effect of negative emotional stimulus intensity (low versus high) on the choice of emotion regulation (ER) strategy when a person wants to control their emotional expression, and the impact of this choice on how the information accompanying emotional stimuli is remembered. The effects of emotional stimulus intensity on the choice of ER strategy were examined in two studies. In both studies, the participants (unaware of the differences in the intensity of stimuli) were asked to view images inducing negative emotions of high and low intensity and to choose which strategy (cognitive reappraisal or expressive suppression) they would use in order to control their emotional expression. In addition, in Study 2, the authors tested the memory of the verbal content accompanying the emotional stimuli that appeared during the ER period. As expected, the participants chose reappraisal over suppression when confronted with low-intensity stimuli. In contrast, when confronted with high-intensity stimuli, they chose suppression over reappraisal. The results of Study 2 revealed that memory accuracy was higher for those images that the participants chose to use reappraisal rather than suppression.

4

Emotional intelligence as a moderator in the relationship between negative emotions and emotional exhaustion among employees in service sector occupations

63%

Szczygieł D. , Bazińska R.

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nr 2

201-212

EN

Traditionally, most of the research on occupational burnout has focused on organizational stressors, such as workload and time pressure, and has overlooked the emotional nature of customer service work and its effect on burnout. This study was designed to examine the effects of individuals’ affective traits (i.e., dispositional affectivity and emotional intelligence) and affective states (i.e., emotions experienced at work) on burnout. The main hypothesis of this study was that emotional intelligence acts as a moderator in the relationship between negative emotions felt by employees during their interactions with clients and emotional exhaustion. A total of 137 service sector employees rated the extent to which they felt four positive emotions (i.e., contentment, enthusiasm, joy, and liking) and four negative emotions (i.e., irritation, annoyance, antipathy, and anger) while interacting with clients. The results indicated that negative affectivity was signifi cantly associated with higher levels of emotional exhaustion, whereas high positive affectivity showed the reverse pattern. It was also observed that employees who declared greater intensity of negative emotions reported more symptoms of emotional exhaustion. However, as predicted, this effect was observed only among employees who were low in the trait of emotional intelligence. Negative emotions and emotional exhaustion were unrelated among employees who were high in trait emotional intelligence.

5

Praca emocjonalna w zawodach usługowych – pojęcia, przegląd teorii i badań

51%

Szczygieł D. , Bazińska R. , Kadzikowska-Wrzosek R. , Retowski S.

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tom 4

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nr 3(11)

155-166

EN

The topic of emotions in the workplace is beginning to draw attention from researchers and theorists. In many work settings, employees are expected to exert effort in the management of emotions in order to conform to the norms of organizations. This is called emotional labor, a term coined by Hochschild (1983). Emotional labor is the display of expected emotions by service agents during service encounters. The article reviews and compares different ways of conceptualizing emotional labor. The authors have used a variety of definitions, reflecting differences in emphasis: for Ashforth and Humphrey (1993), emotional labor is an observable behavior; for Morris and Feldman (1996), it is a state of emotional dissonance; and for Hochschild (1983) and Grandey (2000), it is a process of emotion regulation (at deep and surface levels). Emotional labor has been widely studied and is of considerable interest in relation to outcomes such as perceived stress, burnout and sense of accomplishment. The article presents research findings concerning consequences of emotional labor for both employees and organizations. In conclusion, some problems and future research directions were put forward.