Emotional Labour in Work with Patients and Clients: Effects and Recommendations for Recovery


Emotional Labor at Work with Patients and Customers: The Effects and Recommendations for RecoveryStress-Inducing Customer Behaviors and Wellbeing in Tax Administration Workers: What Is the Role of Emotional Labor?IntroductionStress-Inducing Customer Behaviors and Worker WellbeingEmotional LaborSurface ActingDeep ActingThe Effects of Emotional LaborPresent StudyHypothesesMethodParticipants and ProcedureMeasuresStatistical AnalysisResultsThe Mediating Role of Emotional Labor in the Relationship between Stress-Inducing Customer Behaviors and Job Burnout of WorkersDisproportionate Customer Expectations and Employee Disengagement from WorkDisproportionate Customer Expectations and Worker ExhaustionHostile Customer Behaviors and Employee Disengagement from WorkHostile Customer Behaviors and Worker ExhaustionThe Mediating Role of Emotional Labor in the Relationship between Stress-Inducing Customer Behaviors and the Physical Wellbeing of WorkersDisproportionate Customer Expectations and the Physical Wellbeing of WorkersHostile Customer Behaviors and the Physical Wellbeing of WorkersSummary and Discussion of ResultsStrengths and LimitationsConclusionsReferencesThe Relationship between Intensification of Stress-Inducing Customer Behaviors, Job Burnout, and Well-Being of Customer Service Workers: The Role of Emotional Labor TypesIntroductionCustomer Service Work and Stress ResearchJob BurnoutEmotional LaborThe Cultural Effects of Emotional LaborIndividual Factors and Effects of Emotional LaborOrganizational Factors and Effects of Emotional LaborStudy GroupsMethodThe Psychosocial Working Conditions QuestionnaireThe Stress-Inducing Customer Behavior ScaleThe Oldenburg Burnout InventoryDeep Acting and Surface Acting Scale (DASAS)Descriptive StatisticsResultsPrivate Insurance WorkersThe Moderating Role of Deep Acting in the Relationship between the Intensity of Abusive Customer Behavior and the Physical Well-Being of EmployeesThe Moderating Role of Deep Acting in the Relationship between the Intensity of Hostile Customer Behaviors and the Mental Well-Being of WorkersSummarySocial Insurance WorkersThe Moderating Role of Deep Acting in the Relationship between the Intensity of Hostile Customer Behaviors and the Physical Well-Being of WorkersThe Moderating Role of Deep Acting in the Relationship between the Intensity of Hostile Customer Behaviors and the Mental Well-Being of WorkersThe Moderating Role of Deep Acting in the Relationship between Disproportionate Customer Expectations and the Physical Well-Being of WorkersThe Moderating Role of Deep Acting in the Relationship between the Intensity of Disproportionate Customer Expectations and the Mental Well-Being of WorkersThe Moderating Role of Deep Acting in the Relationship between the Intensity of Disproportionate Customer Expectations and the Exhaustion of EmployeesThe Moderating Role of Faking Emotions in the Relationship between the Intensity of Disproportionate Customer Expectations and the Exhaustion of EmployeesSummaryThe Study Variables and Sickness Absence Correlation AnalysisConclusionsReferencesHealth Impairment Process in Human Service Work: The Role of Emotional Demands and Personal ResourcesIntroductionEmotional Demands in Human Service WorkDirect Effect of Job Demands on DepressionMediation Effect of Job Burnout in Job Demands – Depression LinkModeration Effect of Personal ResourcesMethodParticipants and ProcedureMeasureAnalytical ProcedureResultsDiscussionReferencesDeterminants and Consequences of Work-Related Stress in Personnel of Residential Care EstablishmentsIntroductionThe Work of Residential Care Establishment PersonnelWork-Related Stress among Workers Caring for Patients of Residential Care HomesStudy GroupMethodStudy ResultsHealth StatusLifestyleMental Health StatusPsychosocial Working ConditionsSummary of the Residential Care Home Employee Group Survey ResultsJob DemandsWork Organization and ContentHealth and Well-BeingWork-Related Stress Management Support Program for the Personnel of Residential Care EstablishmentsEmployee-Addressed MeasuresStress Management ProgramsPromoting Healthy LifestylesOrganization-Oriented ActivitiesMeasures to Reduce Organizational Limitations at WorkMeasures to Reduce the Level of Job DemandsActions to Prevent Stress-Inducing Patient/Client BehaviorActions to Reduce Interpersonal Conflicts at WorkActions to Strengthen Job Control and Social SupportReferencesPsychosocial Stressors at Work and Stress Prevention Methods among Medical Staff of Psychiatric and Addiction Treatment WardsIntroductionMedical staff in psychiatric health carePsychosocial Stressors at Work for Medical Staff of Psychiatric Wards – Present ResearchAim of the StudyMethodMeasureParticipantsResultsEmotional demandsOffensive Behaviors – Threats of ViolenceLifestyle – Alcohol Consumption and Physical ActivityDiscussion of ResultsWork-Related Stress-Coping Support MethodsEmotional Burden-Related Stress Prevention MethodsMindfulness-Based Stress Reduction TrainingStrengthening Mental ResilienceEmotional Intelligence Development TrainingAggressive Patient Behavior-Related Stress-Prevention MethodsEducational TrainingWorking Environment SettingsHealth and Well-BeingWorkplace Health PromotionPrevention of Alcohol AbuseSummary and ConclusionsReferences
 
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