Efectos del trabajo emocional en el agotamiento y la satisfacción laboral de los trabajadores en España

  1. Mira, Maria Cascales 1
  1. 1 Universidad de Sevilla
    info

    Universidad de Sevilla

    Sevilla, España

    ROR https://ror.org/03yxnpp24

Revista:
Papers: revista de sociología

ISSN: 0210-2862 2013-9004

Año de publicación: 2022

Volumen: 107

Número: 1

Páginas: 5-29

Tipo: Artículo

DOI: 10.5565/REV/PAPERS.2965 DIALNET GOOGLE SCHOLAR lock_openAcceso abierto editor

Otras publicaciones en: Papers: revista de sociología

Resumen

La dimensión emocional es incorporada al estudio de las organizaciones laborales hace más de tres décadas con la investigación pionera de Arlie Hochschild, en la que se analiza el impacto (negativo) del trabajo emocional en la salud y el bienestar de los trabajadores. El emotional labor enfatiza el aspecto relacional en el lugar de trabajo, ya que se basa en el manejo de los sentimientos por parte del trabajador como imperativo en los procesos de interacción con los otros. Esta nueva demanda laboral ejerce un papel importante en el agotamiento y la satisfacción en el trabajo, pero es un campo aún poco explorado. La investigación que presentamos pretende enriquecer esta área de estudio a través de un doble objetivo. Por un lado, operacionalizamos el trabajo emocional como concepto multidimensional, a través de la construcción de un índice de demanda emocional que engloba la interacción, la gestión emocional y las reglas de visualización (Wharton, 2009), y, por otro, analizamos su influencia en la satisfacción laboral y el agotamiento de la población trabajadora en España utilizando como variables de control la autonomía y la intensidad del trabajo. La metodología empleada es de naturaleza cuantitativa y los datos son obtenidos de la European Working Conditions Survey (2015). Los resultados muestran que la demanda emocional influye negativamente en las variables de bienestar.

Referencias bibliográficas

  • Adelmann, Pamela (1995). «Emotional Labor as a Potential Source of Job Stress». En: Sauter, S. L. y Murphy, L. D. (eds.). Organizational risk factors for job stress, 371-381. Washington D. C.: American Psychological Association.
  • Ahn, Namkee (2007). «Value of Intangible Job Characteristics in Workers’Job and Life Satisfaction. How Much are They Worth?». Madrid: Fundación de Estudios de Economía Aplicada.
  • Albrow, Martin (1994). «Accounting for organizational feeling». En: Ray, L. y Reed, M. (eds.). New Weberian Perspectives on Work, Organization and Society. Londres: Routledge.
  • Alonso, Luis Enrique y Fernández, Carlos (2013). «Los discursos del management. Una perspectiva crítica». Lan Harremanak – Revista de Relaciones Laborales, 28, 42-69.
  • Ashforth, Blake y Humphrey, Ronald (1993). «Emotional Labor in Service Roles: The Influence of Identity». The Academy of Management Review, 18 (1), 88. https://doi.org/10.2307/258824
  • Bauer, Thomas (2004). «High Performance Workplace Practices and Job Satisfaction: Evidence from Europe». IZA RWI-Mitteilungen, 55 (1), 57-85.
  • Bericat, Eduardo (2012). «Emociones». Sociopedia.isa. https://doi.org/10.1177/205684601261
  • Bericat, Eduardo y Sánchez Bermejo, Eva (2015). «Structural Gender Equality in Europe and Its Evolution Over the First Decade of the Twentyfirst Century». Social Indicators Research, 127 (1), 55-81. https://doi.org/10.1007/s11205-015-0949-y
  • Bhave, Devasheesh y Glomb, Teresa (2013). «The Role of Occupational Emotional Labor Requirements on the Surface Acting – Job Satisfaction Relationship». Journal of Management, 42 (3), 722-741. https://doi.org/10.1177/0149206313498900
  • Bolton, Sharon (2000). «Emotion Here, Emotion There, Emotional Organizations Everywhere». Critical Perspectives on Accounting, 11 (2), 155-171. https://doi.org/10.1006/cpac.1998.0236
  • Bolton, Sharon (2005). Emotion Management in the Workplace. London: Palgrave
  • Bolton, Sharon (2009). «Getting to the Heart of the Emotional Labour Process: A Reply to Brook». Work, Employment and Society, 23 (3), 549-560. https://doi.org/10.1177/0950017009337069
  • Bolton, Sharon y Boyd, Carold (2003). «Trolley Dolly or Skilled Emotion Manager? Moving on from Hochschild’s Managed Heart». Work, Employment and Society, 17 (2). https://doi.org/10.1177/0950017003017002004
  • Brook, Paul (2009). «The Alienated Heart: Hochschild’s “emotional labour” thesis and the anticapitalist politics of alienation». Capital & Class, 33 (2), 7-31. https://doi.org/10.1177/030981680909800101
  • Brook, Paul (2013). «Emotional labour and the “living personality” at work: Labour power, materialist subjectivity and the dialogical self». Culture and Organization, 19 (4), 332-352. https://doi.org/10.1080/14759551.2013.827423
  • Brotheridge, Céleste y Lee, Raymond (2002). «Testing a Conservation of Resources Model of the Dynamics of Emotional Labor». Journal of Occupational Health Psychology, 7, 57-67. https://doi.org/10.1037/1076-8998.7.1.57
  • Cascales Mira, María (2010). «Análisis de la satisfacción laboral en España». Documentos de Trabajo (Centro de Estudios Andaluces) (5), 1-41.
  • Cheung, Francis y Miu-Chi Lun, Vivian (2015). «Emotional Labor and Occupational Well-Being. A Latent Profile Analytic Approach». Journal of Individual Differences, 36 (1), 30-37. https://doi.org/10.1027/1614-0001/a000152
  • Clark, Andrew (1997). «Job satisfaction and gender: why are women so happy at work?». Labour Economics, 4, 341-418.
  • Clark, Andrew (2009). «Work, jobs and well-being across the Millennium» (Working Paper N° 2009-02). Paris School of Economics and IZA, 44. https://doi.org/10.1093/acprof:oso/9780199732739.003.0014
  • Clay-Warner, Jody y Robinson, Dawn (eds.) (2008). Social Structure and Emotion. Ámsterdam: Elsevier/Academic Press.
  • Diefendorff, James y Gosserand, Robin (2003). «Understanding the emotional labor process: A control theory perspective». Journal of Organizational Behavior, 24, 945-959.
  • Diener, Ed; Thapa, Stuti y Tay, Louis (2020). «Positive Emotions at Work». Annual Review of Organizational Psychology and Organizational Behavior, 7, 451-477. https://doi.org/10.1146/annurev-orgpsych-012119- 044908
  • Ekman, Paul (ed.) (1973). «Cross-Cultural Studies of Facial Expression». En: Darwin and facial expression: A century of research in review, 169-222. Nueva York: Academic Press.
  • Erickson, Rebecca y Ritter, Christian (2001). «Emotional Labor, Burnout, and Inauthenticity: Does Gender Matter?». Soc. Psychol.Q, 64 (2), 146-63. https://doi.org/10.2307/3090130
  • Erickson, Rebecca y Wharton, Amy (1997). «Inauthenticity and Depression: Assessing the Consequences of Interactive Service Work». Work and Occupations, 24 (2), 188-213. https://doi.org/10.1177/0730888497024002004
  • Esping-Andersen, Gosta; Gallie, Duncan; Hemerijck, Anton y Myles, John (2001). «A New Welfare Architecture for Europe?». Report submitted to the Belgian Presidency of the European Union, 281. Bruselas.
  • Goldberg, Lori y Grandey, Alicia (2007). «Display Rules versus Display Autonomy: Emotional Regulation, Emotional Exhaustion, and Task Performance in a Call Center Simulation». Journal of Occupational Health Psychology, 12, 301-318. https://doi.org/10.1037/1076-8998.12.3.301
  • Gorroño Arregui, Idoia (2008). «El abordaje de las emociones en las organizaciones: luces y sombras». Cuadernos de Relaciones Laborales, 26 (2), 139-157.
  • Grandey, Alicia (2000). «Emotion Regulation in the Workplace: A New Way to Conceptualize Emotional Labor». Journal of Occupational Health Psychology, 5 (1), 95-110. https://doi.org/10.1037/1076-8998.5.1.95
  • Grandey, Alicia (2003). «When “The Show Must Go On”: Surface Acting and Deep Acting as Determinants of Emotional Exhaustion and Peer-rated Service Delivery». Academy of Management Journal, 46, 86-96. https://doi.org/10.5465/30040678
  • Grandey, Alicia (2015). «Smiling for a Wage: What Emotional Labor Teaches Us About Emotion Regulation». Psychological Inquiry, 26 (1), 54-60. https://doi.org/10.1080/1047840X.2015.962444
  • Grandey, Alicia y Diamond, Jennifer (2010). «Interactions with the Public: Bridging Job Design and Emotional Labor Perspectives». Journal of Organizational Behavior, 31, 338-350. https://doi.org/10.1002/job.637
  • Grandey, Alicia; Fisk, Glenda y Steiner, Dirk (2005). «Must “Service with a Smile” Be Stressful? The Moderating Role of Personal Control for American and French Employees». Journal of Applied Psychology, 90, 893-904. https://doi.org/10.1037/0021-9010.90.5.893
  • Grandey, Alicia; Diefendorff, James y Rupp, Deborah (2013). «Bringing Emotional Labor into Focus: A Review and Integration of Three Research Lenses». En: Grandey, A.; Diefendorff, J. M. y Rupp, D. E. (eds.). Emotional labor in the 21st century: Diverse perspectives on emotion regulation at work, 3-27. Nueva York: Psychology Press/Routledge.
  • Grant, Adam y Parker, Sharon (2009). «Redesign Work Design Theories: The Rise of Relational and Proactive Perspectives». The Academy of Management Annals, 3, 317-375. https://doi.org/10.1080/19416520903047327
  • Green, Francis (2006). Demanding Work: The Paradox of Job Quality in the Affluent Economy (second printing, and first paperback printing). Princeton, Nueva Jersey, Oxford: Princeton University Press.
  • Haile, Getinet (2009). «Workplace job satisfaction in Britain: Evidence from Linked Employer-employee Data». Institute for the Study of Labor (IZA) (4.101), 25.
  • Hertel, Florian (2017). Social Mobility in the 20th Century: Class Mobility and Occupational Change in the United States and Germany. Wiesbaden: Springer VS.
  • Hochschild, Arile (1979). «Emotion Work, Feeling Rules, and Social Structure». The American Journal of Sociology, 85 (3), 551-575.
  • Hochschild, Arile (1983). The Managed Heart: Commercialization of Human Feeling. Berkeley: University of California Press.
  • Hochschild, Arile (2008). La mercantilización de la vida íntima. Apuntes de la casa y el trabajo. Barcelona: Katz.
  • Humphrey, Rolan; Ashforth, Blake y Diefendorff, James (2015). «The Bright Side of Emotional Labor». Journal of Organizational Behavior, J. Organiz. Behav. 36, 749-769. https://doi.org/10.1002/job.2019
  • Humphrey, Stephen; Nahrgang, Jennifer y Morgeson, Frederik (2007). «Integrating Motivational, Social, and Contextual Work Design Features: A Meta-Analytic Summary and Theoretical Extension of the Work Design Literature». Journal of Applied Psychology, 92, 1.332-1.356. https://doi.org/10.1037/0021-9010.92.5.1332
  • Jansz, Jeroen y Timmers, Monique (2002). «Emotional dissonance: When the experience of an emotion jeopardizes an individual’s identity». Theory & Psychology, 12 (1), 79-95. https://doi.org/10.1177/0959354302121005
  • Jeung, Da-Yee; Kim, Changsoo y Chang, Sei-Jin (2018). «Emotional Labor and Burnout: A Review of the Literature». Yonsei Medical Journal, 59 (2), 187. https://doi.org/10.3349/ymj.2018.59.2.187
  • Kammeyer-Mueller, John; Rubenstein, Alex; Long, David; Odio, Michael; Buckman, Brooke; Zhang, Yiwen y Halvorsen-Ganepola, Marie (2013). «A Meta-analytic Structural Model of Dispositional Affectivity and Emotional Labor». Personnel Psychology, 66, 47-90.
  • Lively, Kathryn (2006). «Emotions in the Workplace». En: Stets, J. E. y Turner, J. H. (eds.). Handbook of the Sociology of Emotions. Handbooks of Sociology and Social Research. Boston, MA: Springer. https://doi.org/10.1007/978-0-387-30715-2_25
  • Marrero, Rosa y Abdul-Jalbar, Beatriz (2015). «Las exigencias emocionales en el trabajo. El caso español». Papers, 100 (2). https://doi.org/10.5565/rev/papers.2074
  • Morris, Andrew y Feldman, Daniel (1996). «The Dimensions, Antecedents, and Consequences of Emotional Labor». The Academy of Management Review, 21 (4), 986-1010. https://doi.org/10.2307/259161
  • Muñoz de Bustillo Llorente, Rafael y Fernández Macías, Enrique (2005). «Job Satisfaction as an Indicator of the Quality of Work». The Journal of Socio-Economics, 34 (5), 656-673. https://doi.org/10.1016/j.socec.2005.07.027
  • Muñoz De Bustillo Llorente, Rafael; Fernández Macías, Enrique; Antón, José Ignacio y Esteve, Fernando. (2009). Indicators of job quality in the European Union. European Parliament’s Committee on Employment and Social Affairs.
  • Nguyen, Nathan y Stinglhamber, Florence (2019). «Emotional Labor and Core Self-evaluations as Mediators Between Organizational Dehumanization and Job Satisfaction». Current Psychology. https://doi.org/10.1007/s12144-018-9988-2
  • Oesch, Daniel (2006). Redrawing the Class Map: Stratification and Institutions in Britain, Germany, Sweden, and Switzerland. Houndmills, Basingstoke, Hampshire, Nueva York: Palgrave Macmillan.
  • Oliveira, Madalena d’ (2018). Arlie Russell Hochschild. Un camino hacia el corazón de la sociología. Madrid: Centro de Investigaciones Sociológicas.
  • Rafaeli, Anat y Sutton, Robert (1990). «Busy Stores and Demanding Customers: How Do They Affect the Display of Positive Emotion?». Academy of Management Journal, 33 (3), 623-637. https://doi.org/10.5465/256584
  • Ramsay, Harvie; Scholarios, Dora y Harley, Bill (2000). «Employees and High‐Performance Work Systems: Testing inside the Black Box». British Journal of Industrial Relations, 38 (4), 501-531. https://doi.org/10.1111/1467-8543.00178
  • Requena, Miguel y Stanek, Mikolaj (2015). «Las clases sociales en España: cambio, composición y consecuencias». Informe España 2015. Una interpretación de su realidad social. Fundación Encuentro.
  • Richards, Jane y Gross, James (2000). «Emotion Regulation and Memory: The Cognitive Costs of Keeping One’s Cool». Journal of Personality and Social Psychology, 79, 410-424. https://doi.org/10.1037/0022-3514.79.3.410
  • Sánchez, Sandra; Fuentes, Fernando y Artacho, Carlos (2007). «La perspectiva de género en el análisis de la satisfacción laboral: una aplicación empírica mediante modelos logit y probit». Cuadernos de Gestión, 7 (2), 55-67.
  • Schaubroeck, John y Jones, James (2000). «Antecedents of Workplace Emotional Labor Dimensions and Moderators of their Effects on Physical Symptoms». Journal of Organizational Behavior. Supl. special issue, 21, 163-183. Chichester. https://doi.org/10.1002/(SICI)1099-1379(200003)21:2163::AID-JOB373.0.CO;2-L
  • Scherer, Sonja; Zapf, Dieter; Beitler, Lena y Trumpold, Kai (2020). «Testing a Multidimensional Model of Emotional Labor, Emotional Abilities, and Exhaustion: A Multilevel, Multimethod Approach». Journal of Occupational Health Psychology, 25, (1) 46-67. https://doi.org/10.1037/ocp0000166
  • Seymour, Diane y Sandiford, Peter (2005). «Learning Emotion Rules in Service Organizations: Socialization and Training in the UK Public-house Sector». Work, Employment and Society, 19 (3), 547-564. https://doi.org/10.1177/0950017005055674
  • Sloane, Peter y Williams, Harry (2000). «Job satisfaction, comparison earnings and gender». Labour, 14, 473-502. https://doi.org/10.1111/1467-9914.00142
  • Sousa-Poza, Alfonso y Sousa-Poza, Andrés (2000). «Well-being at Work: A Cross-national Analysis of the Levels and Determinants of Job Satisfaction». The Journal of Socio-Economics, 29 (6), 517-538. https://doi.org/10.1016/S1053-5357(00)00085-8
  • Spector, Paul (1982). «Behavior in Organizations as a Function of Employee’s Locus of Control». Psychological Bulletin, 91 (3), 482-497. https://doi.org/10.1037/0033-2909.91.3.482
  • Spector, Paul (1986). «Perceived Control by Employees: A Meta-Analysis of Studies Concerning Autonomy and Participation at Work». Human Relations, 39 (11), 1.005-1.016. https://doi.org/10.1177/001872678603901104
  • Steinberg, Ronnie y Figart, D. M. (1999). «Emotional Labor Since The Managed Heart». Annals of the American Academy of Political and Social Science, 561, 8-26.
  • Taxer, Jamie y Frenzel, Anne (2016). «Facets of Teachers’ Emotional Lives: A Quantitative Investigation of Teachers’ Genuine, Faked, and Hidden emotions». Teaching and Teacher Education, 49, 78-88. https://doi.org/10.1016/j.tate.2015.03.003
  • Tillman, Justice; Smith, Felicia y Tillman, Wanda (2010). «Work Locus of Control and the Multi-dimensionality of Job Satisfaction». Journal of Organizational Culture, Communications and Conflict, 14 (2), 20.
  • Totterdell, Peter y Holman, David (2003). «Emotion Regulation in Customer Service Roles: Testing a Model of Emotional Labor». Journal of Occupational Health Psychology, 8 (1), 55-73. https://doi.org/10.1037/1076-8998.8.1.55
  • Trougakos, John; Jackson, Christine y Beal, Daniel (2011). «Service Without a Smile: Comparing the Consequences of Neutral and Positive Display Rules». Journal of Applied Psychology, 96, 350-362. https://doi.org/10.1037/a0021880
  • Ward, Melanie y Sloane, Peter (2000). «Non-pecuniary advantages versus pecuniary disadvantages: job satisfaction among male and female academics in Scottish universities». Scottish Journal of Political Economy, 47 (3), 273-303.
  • Watson, David y Clark, Lee (1984). «Negative Affectivity: the Disposition to Experience Negative Emotional States». Psychological Bulletin, 96, 465-490. https://doi.org/10.1037/0033-2909.96.3.465
  • Watson, David; Clark, Lee y Tellegen, Auke (1988). «Development and Validation of Brief Measures of Positive and Negative Affect: the PANAS scales». Journal of Personality and Social Psychology, 54, 1.063-1.070. https://doi.org/10.1037/0022-3514.54.6.1063
  • Wharton, Amy (1993). «The Affective Consequences of Service Work: Managing Emotions on the Job». Work Occup., 20 (2), 205-32. https://doi.org/10.1177/0730888493020002004
  • Wharton, Amy (2009). «The Sociology of Emotional Labor». Annu. Rev. Sociol., 35, 147-165. https://doi.org/10.1146/annurev-soc-070308-115944
  • Zapf, Dieter (2002). «Emotion Work and Psychological Well-being. A Review of the Literature and Some Conceptual Considerations». Human Resource Management Review, 12, 237-268. https://doi.org/10.1016/S1053-4822(02)00048-7