Emotion
Emotion is a complex psychophysiological experience
of an individual's state of mind as interacting with biochemical (internal) and
environmental (external) influences.
Emotion is associated with mood, temperament, personality,
disposition, and motivation.
Emotional Labor
Emotional labor is a form of emotional regulation
wherein workers are expected to display certain emotions as part of their job,
and to promote organizational goals.
The sociologist Arlie Hochschild provided the first
definition of "emotional labor": the
"Management of feeling to create a publicly facial and
bodily display"
Felt Emotion:
Felt emotions are an individual’s actual emotions.
Displayed Emotion:
Displayed emotions are those that are organizationally
required and considered appropriate in a given job.
Key—felt and displayed emotions are often different. This is
particularly true in organizations, where role demands and situations often
require people to exhibit emotional behaviors that mask their true feelings.
Emotion Dimensions
Ø Variety:
1. Positive.
2. Negative.
Ø Intensity:
1. Personality.
2. Job
Requirements.
Ø Frequency
and Duration:
1.
How often emotion are exhibited.
2. How
long emotion is displayed.
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