Seeking Emotional Labor: When Managing the Heart Enhances the Work Experience

Although both scholars and practitioners continue to privilege the “rational” aspects of organization, this article demonstrates the centrality of emotion in the organizing process. The case study method combines observation at a 911 center, interviews with dispatchers, and analysis of selected call...

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Veröffentlicht in:	Management communication quarterly 2000-08, Vol.14 (1), p.50-89
Hauptverfasser:	Shuler, Sherianne, Sypher, Beverly Davenport
Format:	Artikel
Sprache:	eng
Schlagworte:	Case Studies Communication Research Emotion Theory Emotional Response Higher Education Hotlines (Public) Identity (Psychological) Organizational Psychology Police Social Motivation Stress Management Work Environment
Online-Zugang:	Volltext
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