????? ?????

????? ????? (? ?????? : Emotional labor ) ??? ?????? ??? ???? ?? ???? ???? ? ???? ?? ? ????? ???? ??? ?? ??? ?????? ????? ? ????? , ?? ??????? ? ????? ?? ?????? ?? ?????? ??? ? ????? . ??????, ????? ????? ?????? ?? ???? ?????? ??????? ???? ????? ???? ?? ????? ??????? ???? ????? ?????? ????? ?? ????? ???????.

????? [ ????? ??? ???? | ????? ]

????? "????? ?????" ????? ??????? ?? ??? ? ?????????? ???? ??????? ???? 1983 . ^[1] ???????? ???? ?? ???? ?????? ?????? ?????? ?????? ????? ???? ?????? ?? ?????? ?? ?????? ? ????? . ?? ??? ?????? ??? ????? ????? ??????? ?????? ????? ??? ???? ?????? ????? ??? ??? ??? ???? ???? ????? ??? ?????? ?? ??? ??????, ???? ???? ??? ???? ???????? ??? ?????? ??? ???? ?? ??????. ??????? ??? ???? ??? ?????? ?????? ????? ??? ???? ???? ??? ??????? ?????? ????? ???? ?????? ??????? ??????? ?? ????.

????? ?????? ??????? ?? ??? ????? ????? ???? ?? ??? ?????? ????? ? ??????? ???????? ???? ??? ????? (?????? ???? ? ?????? ) ?????? ???? (??? ???? ? ?????????? ??????? ). ?? ?????? ????? ????? ?????? ??? ?????? ?????? ????? ?? ????? ?????? ?? ????? ?????? ?? ??? ?????? ?? ??????. ?? ?? ???? ???????? ?? ???? ??????, ????? ?????? ? ????? ?????? ??? ?????? ?? ????? ?? ????? ??? ?????? ??????. ????? ?? ?????? ?? ???? ?? ?????? ?? ?????? ???????? ???? ???? ????, ???? ????, ??? ????? ??????, ?????? ?? ???? ?? ??? ????? ?? ?????? ??????? ??????. ^[2]^[3] ???? ???? (display rules) ???????? ?????? ???? ??? ?????? ???????? ?????? ??????? ???? ?????? ?????? (???? ?????? ?????? ???? ?? ??????) ????? ?? ????? ?????.

????? ???? [ ????? ??? ???? | ????? ]

????? ???? (Emotion regulation) ?????? ???????? ??????? ?????? ?? ????? ??????. ??? ?? ???????? ????????? ???? ???? ????? ?? ??? ?????? ???? ???? ?? ????, ?? ?????? ????, ??? ???? ?????? ??????. ^[4]

????? ????? ?????? ??? ??? ????? ??????? ?? ????? ????: ^[3]

????? ???? ?????? ?????? ????????? ?? ????? ???? (antecedent-focused emotion regulation), ?????? ????? ?? ????? ?? ???? ??????? ???????, ?? ??? ????? ????????? ?? ????? ?????? ? ?????????? ??? ?????????;
????? ???? ?????-????? (response-focused emotion regulation), ??????? ??????? ? ??????? , ???? ????? ??? ?????, ?? ??? ?????, ?????, ???? ?? ????? ?? ?????? ??????. ??? ??????? ??? ??? ???? ?? ??? ?'???? ???? ^[5] ??? ???? ?? ??????? ?- process model. ??? ???? ?? ???? ???? ?????? ????, ???? ??? ??????, ?????? ????? ????????? ??? ?????? ????. ??????, ??? ????????? ??????? ??? ??? ???????: ?. ????? ????- ????? ????? ???? ?? ??? ?????? ?? ?????? ?????? ???. ?. ?????- ???? ????? ???? ???? ????? ??? ?????, ????????? ?? ?????? ?? ??????? ????????? ?? ?????? ????????.

????? ?? ????? ????? [ ????? ??? ???? | ????? ]

????? ????? ??? ??? ?????? ?? ???? ????? ??? ?????? ?????? ????? ????? ?? ?????? ?"??????" ??????: ^[6]

???? ????? , ????? ???? "????? ????" ?? ???? ?? ????? ??????
???? ????? , ????? ????? ????? ?? ???? ?? ?????? ????? ??????

?? ?? ?? ???? ???? ????? ?? ?????? ??????, ?? ?????? ?????? ?????? ?????? ????????. ?????, ???? ????? ????? ?????, ????? ????? ?? ??????? ???????? ?? ??????? ????? ????? ???????, ???? ??? ????? ??????? ?????? ???? ????? ("???? ??????? ??????"), ???? ?????? ?????, ???? ????????? ???????, ????? ???? ?? ????? ?????? ??? ??? ????? ???? ?? ??????? ????????, ????? ??? ????? ??? ????? ????, ??? ???? ???? ????? ????? ?? ?????? ("???? ??????? ??????"). ???? ????? ?????? ?? ??? ?????? ??????? ???????, ???? ????? ??? ?????? ????? ?? ??????? ?????, ???? ????? ????? ?????? ????? ?????? ???? ?? ???, ?????? ????? , ??? ? ?????? ??????? ?? ????-????????. ^[7]

????? ????? ???????? [ ????? ??? ???? | ????? ]

??????? ? ??????? ???? ???????? ????? ?????? ???? ?????? ????? ?? ?????, ? ????? ??? ?????? ?? ??? ?????? ????? ?????? ??? ??? ??????. ????, ?????? ??????? ????? ?????? ????? ??"???? ????" ?????????? ???????? ??????? ????, ??? ?????? , ????? , ????? ? ???-????? , ????? ???????? , ????? ??? , ??????? , ????? ?????, ??????. ????, ?????, ????? ??? ???? ????? ?? ????? ??????? ???????, ??? ?????? ?? ??????? ????-?????? ??????? ???? ??? ????? ????. ^[8]

?????? ???????? ?? ????? ?????? ?? ????? [ ????? ??? ???? | ????? ]

?????? ????????, ????????? ????????. ?? ????, ???? ?? ? ?????? ??? ??? ????? ??? ?? ?????, ????? ????? ??????, ?????? ?????? ????? ???? ?? ??? ?????? ??? ??? ????? ?????? ????? ?? ????? (????? ?? ????? ??????? ?????? ????? ??????? ??????????? ?? ?????), ^[9] ??? ?????? ?????? ???? ?????? ????? ????? ?? ??? ?????? ?? ????? ??? ??? ????? ????? ???? ??? ???? ????? ?? ??????. ^[10]
???????? ????????? ????????????? ?? ????? ????????? ???????? ??????. ?? ????, ????? ????? ?????? (emotional expressiveness) ?? ?????, ?????? ?? ?????? ?????? ? ????? ???? , ????, ?????? ?? ?????? ??? ????? ????? ?????, ^[11] ?? ???? ????? ???????? ?? ????? (Career identity; ????? ??? ??????? ????? ????? ???? ? ???? ?????? ?? ????), ??????? ????? ????? ?? ?????? ??????? ?????? ???? ????, ????? ??? ???? ???? ?????? ?? ???????? ???????? ????????. ^[12]
??? ??????? ?? ???? ?????. ????? ?????? ?? ??????? ?? ??????? ????-?????? ??????, ??? ???? ????? ???? ?? ?????? ????? ??????? ??????????? ?? ????, ????? ????? ??? ?? ????? ??????? ?? ???? ?????? ??? ????? ??? ?? ??? ?????? ????. ^[8]
????? ????? ?? ???? ?????? (emotional role model). ?? ??? ???????? ???? ??????? ?????????? ?????? ???? ?????? ???? ?????? ???? ?????? ?????, ????? ??????? ????????? ??????? ???????????? (???? ??? "???? ??????") ??????? ???? ????? ?? ????? ????? ?? ???????. ^[13]

?????? ?? ?????? ?????? ????? [ ????? ??? ???? | ????? ]

?????? ?????? ?? ?? ????????, ????? ???? ?? ????? ???????? ?????, ????? ????? ?? ??????? ?? ?????. ?? ????, ?????? ??????? ????? ?? ???? ?? ???????, ????? ??????? ????? ???? ???? ???? ????, ?????? ???? ?????? ??????? ????? ??????? ??????? ????? ??????? ???? ??? ?????. ^[14] ????? ?? ????? ????? ??????, ???? ???????, ??????? ??????? ?? " ????? ????? " (emotional contagion), ????, ??? ???? "??????" ???? ????? ?? ??? ??? ???. ?????, ??????? ???? ????? ????? ??????? ?? ??????? ????? ????? ?? ????? ????? ????? ??? ???? ????? ????? ????? ??, ???? ????? ????? ?? ???? ????? ????? ???? ?????? ??????? ?? ??? ???? ?????. ^[15]

?????? ????? ??? ???? ??? ?????? ????? ?? ????? ??????? ???? ???? ????? ??????? ?? ????? ?????, ?????? ???????? ???? ?????? ????? ????? (??? ?????? ?? ?????? ), ?????? ??? ????? ???? ????? ???? ?????. ???? ????? ?????? ??? ?????, ????? ????? ?????? ?????? ???? ?? ????? ?????, ??? ?????? ?? ????? ????? ???? ???? ?? ????? ?? ?????? ???? ??????. ^[16]

?????? ???? ?????? ?? ????? ????? ?????? ?????? ????? ?????? ? ????? ?? ?????? ????? ?? ????? ????? ???, ??? ????? ??????? ????? ?? ????? ??????. ?? ????, ?? ???? ?????? ?? ????? ? ?????? ???? ?????? ?????? ????? ?????? ???? ?? ?????? ????? ^[3] ????? ?????? ???? ?? ?????? ???? ???? ???????. ^[17]

???? ????? ??????? ??? ?????? ?????? ????? ?????? ???? ????? ??????? ? ??? , ??? ?? ????? ?? ????? ??????? ???????????? ??????? ?? ??????. ?????, ???????? ???? ?????? ??????????? ??????, ???? ???? ???? ??? ??????? ?????? ????? ????? ????, ????? ???????? ???? ??????? ???????????? ??????, ???? ????? ???? ??? ??????? ?????? ????? ????? ????. ^[18]

????? ????? ????? ?????? ?? ???? ???"? , ????? ?? ??? ????? ???? , ???? ???????? ????? ?? ?????? ?????? ?????? ???? ??????? ?????? ??? ?????? ???? ????.

??? ?? [ ????? ??? ???? | ????? ]

?????? ????? [ ????? ??? ???? | ????? ]

????? ?????, ??????: ???? , ???? ?????? , 27 ????? 2017

Ashford, B. E. & Humphrey, R. H. (1993). Emotional labor in service roles: The influence of identity. Academy of Management Review, 18(1), 88-115. [9]
Cropanzano, R., Rupp, D.E. & Byrne, Z.S. (2003). The relationship of emotional exhaustion to work attitudes, job performance and organizational citizenship behaviors. Journal of Applied Psychology, 88(1), 160-169. [10]
Grandey,A., Dickter, D. & Sin, H.P. (2004). The customer is not always right: Customer verbal aggression toward service employees. journal of Organizational Behavior, 25(3), 397-418. [11]
Ito, J., & Brotheridge, C. (2003). Resources, coping strategies, and emotional exhaustion: A conservation of resources perspective. Journal of Vocational Behavior, 63, 490?509. [12]
Zapf, D. (2002). Emotion work and psychological well-being. A review of the literature and some conceptual considerations. Human Resource Management Review, 12, 237-268.

??????? ???????? [ ????? ??? ???? | ????? ]

??? ?????? ????? ??????
???? ?????? , ??? ????? ?????: ???? ??? ????? ??? ?? ???? ?????? ?? ???? , ???? TheMarker ‏, ‏8 ?????? 2011
Why suppressing anger at work is bad ???? ?- BBC

????? ?????? [ ????? ??? ???? | ????? ]

^ Hochschild, A. R. (1983). The managed heart: Commercialization of human feeling. Berkeley, CA: University of California Press
^ Rafaeli, A. and Sutton, R.I. (1987). The Expression of Emotion as Part of the Work Role. Academy of [1]
^ ¹ ² ³ Grandey, A.A. (2000). Emotion regulation in the workplace: A new way to conceptualize emotional labor. Journal of Occupational Health Psychology, 5, 59-100. [2]
^ Gross, J. (1998b). The emerging field of emotion regulation: An integrative review. Review of General Psychology, 2(3), 271-299. [3] .
^ James J. Gross, Emotion regulation: affective, cognitive, and social consequences, psychophysiology 39, 2002
^ Grove, S.J.& Fisk, R.P. (1989). Impression management in services marketing: a dramaturgical perspective. In Impression Management in the Organization (Giacalone RA and Rosenfeld P, Eds) pp 427-438, Lawrence Erlbaum, Hillsdale, NJ.
^ Grandey, A.A. (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(1), 86-96.
^ ¹ ² Diefendorff, J. M., & Richard, E. M. (2003). Antecedents and consequences of emotional display rule perceptions. Journal of Applied Psychology, 88, 284-294.
^ Rafaeli, A. & Sutton, R. I. 1989. The expression of emotion in organizational life. Research in Organizational Behavior, 11, 1-43.
^ Grandey, A.A., Fisk, G.M. & Steiner, D.D. (2005). Must "service with a smile" be stressful? The moderate role f personal control for American and French employees. Journal of Applied Psychology, 90 (5), 893-904. [4]
^ Friedman, H. S., Prince, L. M., Riggio, R. E., & DiMatteo, R. (1980). Understanding and assessing nonverbal expressiveness: The affective communication test. Journal of Personality and Social Psychology, 39, 333-351.
^ Wilk, S.L. & Moynihan, L.M. (2005). Display rule "regulators": The relationship between supervisors and workers emotional exhausion. Academy of Management Journal, 44 (5), 1018-1027. [5]
^ Allison S.Gabriel, SMILE! your employees are watching: how emboided cogmitions can influence employees service with a smile, The Psychilogist-Manger Jurnal 15, 2012
^ Pugh, S.D. (2001). Service with a smile: emotional contagion in the service encounter. Journal of Vocational Behavior, 63, 490?509. [6]
^ McHugo, G. J., Lanzetta, J. T., Sullivan, D. G., Masters, R. D., & Englis, B. G. (1985). Emotional reactions to a political leader's expressive displays. Journal of Personality and Social Psychology, 49, 1513-1529.
^ Parasuraman, A., Zeithaml, V.A. & Berry. (1988). SERVQUAL : A Multiple-Item Scale for Measuring Customer Perceptions of Service Quality. Journal of Retailing, 12-40.
^ Brotheridge, C. M., & Grandey, A. A. (2002). Emotional labor and burnout: Comparing two perspectives of ‘people work'. Journal of Vocational Behavior, 60, 17-39. [7]
^ Glomb, T.M., Kammeyer-Mueller, J. & Rotundo, M. (2004). Emotional Labor Demands and Compensating Wage Differentials. Journal of Applied Psychology 89, 700-714. [8]

[1] Hochschild, A. R. (1983). The managed heart: Commercialization of human feeling. Berkeley, CA: University of California Press

[Rafaeli-2] Rafaeli, A. and Sutton, R.I. (1987). The Expression of Emotion as Part of the Work Role. Academy of [1]

[grandey-3] ¹ ² ³ Grandey, A.A. (2000). Emotion regulation in the workplace: A new way to conceptualize emotional labor. Journal of Occupational Health Psychology, 5, 59-100. [2]

[4] Gross, J. (1998b). The emerging field of emotion regulation: An integrative review. Review of General Psychology, 2(3), 271-299. [3] .

[5] James J. Gross, Emotion regulation: affective, cognitive, and social consequences, psychophysiology 39, 2002

[6] Grove, S.J.& Fisk, R.P. (1989). Impression management in services marketing: a dramaturgical perspective. In Impression Management in the Organization (Giacalone RA and Rosenfeld P, Eds) pp 427-438, Lawrence Erlbaum, Hillsdale, NJ.

[7] Grandey, A.A. (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(1), 86-96.

[Diefendorff-8] ¹ ² Diefendorff, J. M., & Richard, E. M. (2003). Antecedents and consequences of emotional display rule perceptions. Journal of Applied Psychology, 88, 284-294.

[9] Rafaeli, A. & Sutton, R. I. 1989. The expression of emotion in organizational life. Research in Organizational Behavior, 11, 1-43.

[grandey_2005-10] Grandey, A.A., Fisk, G.M. & Steiner, D.D. (2005). Must "service with a smile" be stressful? The moderate role f personal control for American and French employees. Journal of Applied Psychology, 90 (5), 893-904. [4]

[11] Friedman, H. S., Prince, L. M., Riggio, R. E., & DiMatteo, R. (1980). Understanding and assessing nonverbal expressiveness: The affective communication test. Journal of Personality and Social Psychology, 39, 333-351.

[12] Wilk, S.L. & Moynihan, L.M. (2005). Display rule "regulators": The relationship between supervisors and workers emotional exhausion. Academy of Management Journal, 44 (5), 1018-1027. [5]

[13] Allison S.Gabriel, SMILE! your employees are watching: how emboided cogmitions can influence employees service with a smile, The Psychilogist-Manger Jurnal 15, 2012

[Pugh-14] Pugh, S.D. (2001). Service with a smile: emotional contagion in the service encounter. Journal of Vocational Behavior, 63, 490?509. [6]

[15] McHugo, G. J., Lanzetta, J. T., Sullivan, D. G., Masters, R. D., & Englis, B. G. (1985). Emotional reactions to a political leader's expressive displays. Journal of Personality and Social Psychology, 49, 1513-1529.

[16] Parasuraman, A., Zeithaml, V.A. & Berry. (1988). SERVQUAL : A Multiple-Item Scale for Measuring Customer Perceptions of Service Quality. Journal of Retailing, 12-40.

[17] Brotheridge, C. M., & Grandey, A. A. (2002). Emotional labor and burnout: Comparing two perspectives of ‘people work'. Journal of Vocational Behavior, 60, 17-39. [7]

[18] Glomb, T.M., Kammeyer-Mueller, J. & Rotundo, M. (2004). Emotional Labor Demands and Compensating Wage Differentials. Journal of Applied Psychology 89, 700-714. [8]

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