ORGS 1000 Lecture Notes - Lecture 10: Emotional Contagion, Emotional Labor, Job Satisfaction

• School: York University
• Department: Organization Studies
• Course: ORGS 1000
• Professor: Marnie Smith

Document Summary

Emotional labour: effort, planning and control needed to express organizationally desired emotions during interpersonal transactions, need to manage emotions to complete job duties successfully e. x. : flight atte(cid:374)da(cid:374)ts are trai(cid:374)ed to put o(cid:374) (cid:858)happ(cid:455) fa(cid:272)e(cid:859) i(cid:374) fro(cid:374)t of passe(cid:374)gers: emotional labour higher when job requires o frequent and long duration display of emotions o displaying a variety of emotions, displaying more intense emotions. Emotional labour challenges: difficult to display expected emotions accurately, and to hide true emotions, emotional dissonance o conflict between true and required emotions o potentially stressful with surface acting o less stress through deep acting. Idea that emotions can be transferred from one person to another if customer service is sad or angry, those negative emotions can be transferred to customers. Job satisfaction is moderately correlated with task performance. moderate positive. Job satisfaction is moderately correlated with citizenship behaviour. Job satisfaction is strongly correlated with affective commitment strong positive.