Doświadczane emocje i ich regulacja jako wyznaczniki wypalenia zawodowego pracowników usług
Authors:
- Róża Bazińska,
- Dorota Szczygieł
Abstract
EXPERIENCED EMOTIONS AND THEIR REGULATION AS DETERMINANTS OF BURNOUTAMONG EMPLOYEES IN SERVICE WORKThe current study investigates the relationship between negative emotions experienced by employees duringservice interactions and the professional burnout. It was predicted that emotion regulation strategies implementedby employees (emotional labor, Hochschild, 1983) mediate this relationship. Results of the study (N= 214)demonstrated that emotional exhaustion and depersonalization were predicted by both intensity of negativeemotions experienced by employees and surface emotional labor (suppressing expressions of negative emotions andfaking expressions of positive emotions). Furthermore, mediation analyses revealed that surface emotional laborwas a mediator between negative emotions and burnout (both emotional exhaustion and depersonalization). Thesefi ndings suggest that unfavorable consequences of negative emotions experienced by employees are connected witha necessity of alteration of expressive behavior.
- Record ID
- IMPORT-ARTICLE-00009139
- Author
- Journal series
- Czasopismo Psychologiczne, ISSN 1425-6460
- Issue year
- 2012
- Vol
- 18
- Pages
- 119-130
- Publication size in sheets
- 0.00
- Language
- (pl) Polish
- File
-
- File: 1
- BAZINSKA-SZCZYGIE-Doswiadczane-emocje.pdf
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377 KB
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- File: 2
- Bazinska-i-Szczygie-2012-CzP.jpg
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2 MB
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- File: 3
- Bazinska-i-Szczygie-2012-CzP.jpg
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- File: 4
- Doswiadczane-emocje-i-ich-regulacja.pdf
- of 14-09-2015
377 KB
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- File: 5
- Bazinska-i-Szczygie-2012-CzP.jpg
- of 14-09-2015
2 MB
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- Score (nominal)
- 5
- Publication indicators
- = 7
- Citation count
- 7
- Additional fields
- Dorobek Naukowy - Preview URL: http://dn.swps.edu.pl/Podglad.aspx?WpisID=9139
- Dorobek Naukowy - Approve URL: http://dn.swps.edu.pl/Biuro/ZatwierdzanieWpisu.aspx?WpisID=9139
- Dorobek Naukowy - Preview URL: http://dn.swps.edu.pl/Podglad.aspx?WpisID=9211
- Dorobek Naukowy - Approve URL: http://dn.swps.edu.pl/Biuro/ZatwierdzanieWpisu.aspx?WpisID=9211
Share
- Uniform Resource Identifier
- http://192.168.13.97/info/article/IMPORT-ARTICLE-00009139/
* presented citation count is obtained through Internet information analysis and it is close to the number calculated by the Publish or Perishopening in a new tab system.