Emotional Labor in Work with Patients and Clients

图书简介

This book describes psychosocial working conditions that negatively impact the mental and physical well-being of employees of various “assistance-related” professional groups, as well as individuals whose work is related to contact with demanding clients. It offers concepts and research on the causes and effects of emotional burden (most often manifested as stress and burnout) when working with patients, children, and clients. The book provides a detailed analysis of various aspects of emotional burden at work. It includes a description of studies carried out in 5 different professional groups that were exposed to emotional burden during emotional work and emotional labour. The book discusses the application of known and international diagnostic methods and provides an intercultural comparison. The current diagnosis of stress and burnout, as well as physical and mental health of individuals performing emotional work will be covered, as well as offering practical solutions on assistance for individuals based on the diagnosis of their health. This book is for any professional or aspiring professional in the field, including postgraduate students. Scientists and practitioners in the field of work and health psychology, management, occupational health and safety, and HR will find this book of interest. Employers of assistance and services sectors, authorities formulating employment laws, lawyers, and occupational medicine physicians are also among this book’s top audience.

1. Emotional Labor at Work with Patients and Customers – The Effects and Recommendations for Recovery Dorota Zolnierczyk-Zreda (ORCiD: 0000-0002-6637-7076) References 2. Stress-inducing customer behaviors and wellbeing in tax administration workers. What is the role of emotional labor? Zofia Mockallo (ORCiD: 0000-0002-1756-9215) 2.1 Introduction 2.1.1. Stress-inducing customer behaviors and worker wellbeing 2.1.2. Emotional labor 2.1.3. The effects of emotional labor 2.1.4. Present study 2.2. Method 2.2.1. Participants and procedure 2.2.2. Measures 2.2.3. Statistical analysis 2.3 Results 2.3.1. The mediating role of emotional labor in the relationship between stress-inducing customer behaviors and professional burnout of workers 2.3.1.1. Disproportionate customer expectations and employee disengagement from work: the mediating role of emotional labor 2.3.1.2. Disproportionate customer expectations and worker exhaustion: the mediating role of emotional labor 2.3.1.3. Hostile customer behaviors and employee disengagement from work: the mediating role of emotional labor 2.3.1.4. Hostile customer behaviors and worker exhaustion: the mediating role of emotional labor 2.3.2. The mediating role of emotional labor in the relationship between stress-inducing customer behaviors and the physical wellbeing of workers 2.3.2.1. Disproportionate customer expectations and the physical wellbeing of workers: the mediating role of emotional labor 2.3.2.2. Hostile customer behaviors and the physical wellbeing of workers: the mediating role of emotional labor 2.4 Summary and discussion of results 2.5. Conclusions References 3. The relationship between intensification of stress-inducing customer behaviors, job burnout, and well-being of customer service workers: the role

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Emotional Labor in Work with Patients and Clients（Occupational Safety, Health, and Ergonomics） 与患者及客户一起工作时的情感劳动：恢复效果与建议 心理学史

Emotional Labor in Work with Patients and Clients（Occupational Safety, Health, and Ergonomics）

与患者及客户一起工作时的情感劳动：恢复效果与建议
心理学史