مدلی برای کار عاطفی در سازمان های خدماتی: مرور نظام مند

نوع مقاله : مقاله پژوهشی

نویسندگان

1 دانشیارگروه مدیریت بازرگانی، دانشکده مدیریت و حسابداری، دانشگاه علامه طباطبائی، تهران، ایران.

2 گروه مدیریت بازرگانی، دانشکده مدیریت و حسابداری، دانشگاه علامه طباطبایی، تهران، ایران

3 گروه مدیریت بازرگانی، دانشکده مدیریت و حسابداری، دانشگاه علامه طباطبائی، تهران، ایران

10.22080/shrm.2023.4664

چکیده

هدف پژوهش حاضر، طراحی مدل جامع کار عاطفی در سازمان‌های خدماتی است. رویکرد تحقیق حاضر کیفی، از لحاظ روش، توصیفی و از نظر هدف، توسعه‌ای است. با ‌توجه‌ به وجود پیشینه‌ی مناسب، هدف اصلی پژوهش حاضر، مرور نظام‌مند مفهوم کار عاطفی است. بدین منظور، پژوهش‌های داخلی و خارجی پیرامون کار عاطفی در بازه زمانی 1983 تا 2023 در نظر گرفته شد که با بررسی‌های اولیه 80 پژوهش کمی و کیفی برای مطالعه دقیق‌تر انتخاب شد. به‌عنوان یافته‌های پژوهش، مدل کار عاطفی را می‌توان در قالب پنج مضمون فراگیر، 14 مضمون سازمان‌دهنده و 50 مضمون پایه دسته‌بندی نمود.
ابعاد کار عاطفی، عوامل مؤثر، عوامل تعدیلگر، عوامل میانجی و پیامدها، پنج مضمون فراگیر در مدل کار عاطفی را تشکیل می‌دهند. تعداد تعاملات، تنوع هیجانات، شدت هیجانات و مدت‌زمان تعامل، مؤلفه‌های شغلی کار عاطفی را تشکیل می‌دهند. اقدام سطحی، اقدام عمیق و ابراز احساسات واقعی، مؤلفه‌های رفتاری کار عاطفی است. عوامل مؤثر کار عاطفی شامل ویژگی‌های جمعیت‌شناختی، شخصیتی، شغلی و موقعیتی، و عوامل نگرشی و سازمانی است. همچنین پیامدهای کار عاطفی، به‌صورت وضعیت سلامت فرد، پیامدهای نگرشی و سازمانی، و نگرش و رفتار مشتری طبقه‌بندی می‌شود. میانجی‌های کار عاطفی به‌صورت وضعیت سلامت فرد و ویژگی‌های نگرشی و سازمانی تفکیک می‌شود. در نهایت تعدیلگرهای کار عاطفی به‌صورت ویژگی‌های فردی، ویژگی‌های شغلی و ویژگی‌های نگرشی و سازمانی دسته‌بندی می‌شود. نتایج پژوهش حاضر با تقویت دید جامع نسبت به کار عاطفی، به سازمان‌ها در جهت افزایش کیفیت کار عاطفی کارکنان و کاهش آسیب‌های کار عاطفی یاری می‌رساند.

کلیدواژه‌ها


عنوان مقاله [English]

A model for emotional labor in service organizations: A systematic review

نویسندگان [English]

  • Mehdi Yazdanshenas 1
  • hamed Dehghanan 2
  • Mohammad Saleh Torkestani 3
  • samane salimian 3
1 Associate Professor, Department of Business Management, Faculty of Management and Accounting, Allameh Tabataba`i University, Tehran, Iran.
2 Department of Business Management, School of Management and Accounting, Tehran, Iran
3 Department of Business Management, Faculty of Management and Accounting, Allameh Tabatabai University, Tehran, Iran
چکیده [English]

The purpose of this research is to design a comprehensive model of emotional labor in service organizations. The approach of this research is qualitative, and developmental. Considering the existence of a suitable background, the main goal of the this research is to systematically review the concept of emotional labor. Therefore, researches about emotional labor were considered in the period from 1983 to 2023, and 80 qualitative and quantitative researches were selected for a more detailed study. Findings show that emotional labor model can be categorized into five comprehensive themes, 14 organizing themes and 50 basic themes.
The dimensions of emotional labor, effective factors, moderating factors, mediating factors, and consequences form five comprehensive themes in the emotional labor model. The number of interactions, the variety of emotions, the intensity of emotions and the duration of the interaction are job components of emotional labor. Surface acting, deep acting and expressing real feelings are the behavioral components of emotional labor. Effective factors of emotional labor include demographic, personality, occupational and situational characteristics, and attitudinal and organizational factors.
Emotional labor consequences are classified as a person's health status, attitudinal and organizational consequences, and customer's attitude and behavior. The mediators are person's health status and attitudinal and organizational characteristics. Finally, emotional labor modifiers are individual characteristics, job characteristics, and attitudinal and organizational characteristics.
The results of the current research, by strengthening a comprehensive view of emotional labor, help organizations to increase the quality of emotional labor of employees and reduce emotional labor injuries.

کلیدواژه‌ها [English]

  • emotional labor
  • service organizations
  • model
  • systematic review
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