Conceptual and methodological aspects of emotional labor: an integrative review

• Autores: Araújo Simoes Ana Célia, Sônia Maria Guedes Gondim, Katia Elizabeth Puente-Palacios
• Localización: Revista interamericana de psicología = Interamerican journal of psychology, ISSN 0034-9690, Vol. 57, Nº. 1, 2023
• Idioma: inglés
• DOI: 10.30849/ripijp.v57i1.1748
• Títulos paralelos:
  • Aspectos conceituais e metodológicos do trabalho emocional: uma Revisão Integrativa
• Enlaces
  • Texto completo
• Resumen
  • português

    Desde que o trabalho emocional (TE) foi descrito em 1979, cresceu o número de teorias e de medidas para estudar esse fenômeno. O objetivo desta revisão integrativa foi sistematizare analisar criticamente o estado de arte da produção teórica e de medidas sobre TE entre 1979 e junho de 2022. Setenta e oito trabalhos foram selecionados de 222 inicialmente identificados. Os resultados apontaram dois aspectos teóricos principais para sua definição e mensuração: como um fenômeno que ocorre no âmbito interno do indivíduo e como expressão de seu comportamento emocional. Uma das principais conclusões é que as teorias e as medidas revisadas não contemplam, simultaneamente, os três componentespropostos inicialmente pelo modelo de Hochschild (1983/2003) para caracterizar o TE (demandas, estratégias e desempenho emocional). Isso impõe limites à apreensão do fenômeno. As implicações para o desenvolvimento da área são discutidas.

  • English

    Ever since emotional labor (EL) was first described in 1979, the number of theories and measures to study this phenomenon has grown. The objective of this integrative review was to systematize and critically analyze the state of the art of theoretical production and measures regarding EL between 1979 and July 2022. Seventy-eight works were selected from 222 initially identified. The results showed two main theoretical aspects for itsdefinition and measurement: as a phenomenon that occurs internally within the subject and as the individual's expressed emotional behavior. One of the main conclusions is that the theories and measures reviewed do not simultaneously contemplate the three components initially proposed by the Hochschild model to characterize EL (demands, strategies, and emotional performance). This imposes limits on apprehension of the phenomenon. The implications for the development of the area are discussed

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