文档介绍：Journal of Occupational Health Psychology Copyright 2000 by the Educational Publishing Foundation
2000. ,No. 1,95-110 1076-8998/ DOI: //1076-
Emotion Regulation in the Workplace: A New Way
to Conceptualize Emotional Labor
Alicia A. Grandey
Pennsylvania State University
The topic of emotions in the workplace is beginning to garner closer attention by researchers and
theorists. The study of emotional labor addresses the stress of managing emotions when the work
role demands that certain expressions be shown to customers. However, there has been no
overarching framework to guide this work, and the previous studies have often disagreed on the
definition and operationalization of emotional labor. The purposes of this article are as follows: to
review pare previous perspectives of emotional labor, to provide a definition of emotional
labor that integrates these perspectives, to discuss emotion regulation as a guiding theory for
understanding the mechanisms of emotional labor, and to present a model of emotional labor that
includes individual differences (such as emotional intelligence) anizational factors (such as
supervisor support).
In the past, emotions were ignored in the study of explicitly in selection and training materials, or
organizational behavior (Arvey, Renz, & Watson, known by observation of coworkers. Many work
1998; Putnam & Mumby, 1993). The workplace was roles have display rules regarding the emotions that
viewed as a rational environment, where emotions employees should show the public (Best, Downey, &
would get in the way of sound judgment. Thus, Jones, 1997; Hochschild, 1983). For example, those
emotions were not even considered as explanations who work in customer service may encourage repeat
for workplace phenomenon. This view is being business by showing smiles and good humor, whereas
dismantled as more researchers are finding how those who work as bill collectors or in law
work