The Managed Heart

By R. Steinberg, D. Figart. 2016

183 citations recorded by the source corpus.

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Fun and friends: The impact of workplace fun and constituent attachment on turnover in a hospitality context (2014, background): “It is well documented that employees often experience emotional exhaustion and burnout from the emotional labor inherent in serving customers (Brotheridge and Grandey, 2002; Glomb and Tews, 2004; Hochschild, 1983; Morris and Feldman, 1996).”
‘I found out the hard way’: micro-political workings in professional football (2015, background): “…2013 Taylor & Francis recognised as an inherently affecting and emotive affair elsewhere (e.g. Bloch, 2002; Hochschild, 1983), sports coaching research has largely ignored the emotional aspects of practice (Jones et al., 2011; Potrac, Jones, Purdy,…”
Emotional labor among police officers: a diary study relating strain, emotional labor, and service performance (2017, background): “Emotional labor refers to the management of feelings in order to create a socially desirable display in accordance with situational demands during service transactions (Ashfort & Humphrey, 1993; Hochschild, 1983).”