메뉴 건너뛰기




Volumn 20, Issue 3, 2007, Pages 231-260

"Let me tell you about my job": Exploring the terrain of emotion in the workplace

Author keywords

Authenticity; Emotional labor; Workplace emotion; Workplace narratives

Indexed keywords


EID: 48149114345     PISSN: 08933189     EISSN: 15526798     Source Type: Journal    
DOI: 10.1177/0893318906293589     Document Type: Article
Times cited : (106)

References (73)
  • 1
    • 48149085490 scopus 로고    scopus 로고
    • 1995, Supportive communication. In M. Knapp & G. R. Miller (Eds, Handbook of interpersonal communication pp. 419-449, Thousand Oaks, CA: Sage
    • Albrecht, T. L., Burleson, B. R., & Goldsmith, D. (1995). Supportive communication. In M. Knapp & G. R. Miller (Eds.), Handbook of interpersonal communication (pp. 419-449). Thousand Oaks, CA: Sage.
    • Albrecht, T.L.1    Burleson, B.R.2    Goldsmith, D.3
  • 2
    • 0041011178 scopus 로고
    • Emotional labor in service roles: The influence of identity
    • Ashforth, B. E., & Humphrey, R. H. (1993). Emotional labor in service roles: The influence of identity. Academy of Management Review, 18, 88-115.
    • (1993) Academy of Management Review , vol.18 , pp. 88-115
    • Ashforth, B.E.1    Humphrey, R.H.2
  • 4
    • 0000202287 scopus 로고    scopus 로고
    • Emotional labour and authenticity: Views from service agents
    • S. Fineman Ed, 2nd ed, pp, London: Sage
    • Ashforth, B. E., & Tumiuk, M. A. (2000). Emotional labour and authenticity: Views from service agents. In S. Fineman (Ed.), Emotion in organizations (2nd ed., pp. 184-203). London: Sage.
    • (2000) Emotion in organizations , pp. 184-203
    • Ashforth, B.E.1    Tumiuk, M.A.2
  • 5
    • 0003476774 scopus 로고    scopus 로고
    • Ashkanasy, N. M, Härtel, C. E. J, & Zerbe, W. J, Eds, Armonk, NY: Sharpe
    • Ashkanasy, N. M., Härtel, C. E. J., & Zerbe, W. J. (Eds.). (2002). Emotions in the workplace: Research, theory, and practice. Armonk, NY: Sharpe.
    • (2002) Emotions in the workplace: Research, theory, and practice
  • 6
    • 0009933366 scopus 로고
    • Tightening the iron cage: Concertive control in self-managing groups
    • Barker, J. R. (1993). Tightening the iron cage: Concertive control in self-managing groups. Administrative Science Quarterly, 38, 408-437.
    • (1993) Administrative Science Quarterly , vol.38 , pp. 408-437
    • Barker, J.R.1
  • 7
    • 48149111895 scopus 로고    scopus 로고
    • Bowe, J, Bowe, M, Streeter, S, with Murphy, D, & Kernochan, R, Eds, New York: Crown
    • Bowe, J., Bowe, M., Streeter, S., with Murphy, D., & Kernochan, R. (Eds.). (2000). Gig: Americans talk about their jobs at the turn of the millennium. New York: Crown.
    • (2000) Gig: Americans talk about their jobs at the turn of the millennium
  • 8
    • 84993811081 scopus 로고    scopus 로고
    • Themed book reviews: Emotion and organizations: A decade of development
    • Briner, R. B. (2004). Themed book reviews: Emotion and organizations: A decade of development. Human Relations, 57, 1333-1362.
    • (2004) Human Relations , vol.57 , pp. 1333-1362
    • Briner, R.B.1
  • 9
    • 0040942548 scopus 로고    scopus 로고
    • Come join our family: Discipline and integration in corporate organizational culture
    • Casey, C. (1999). "Come join our family": Discipline and integration in corporate organizational culture. Human Relations, 52, 155-178.
    • (1999) Human Relations , vol.52 , pp. 155-178
    • Casey, C.1
  • 10
    • 0000123057 scopus 로고
    • Is emotional expression repression oppression? Myths of organizational affective regulation
    • S. Deetz Ed, Thousand Oaks, CA: Sage
    • Conrad, C., & Witte, K. (1994). Is emotional expression repression oppression? Myths of organizational affective regulation. In S. Deetz (Ed.), Communication yearbook 17 (pp. 417-428). Thousand Oaks, CA: Sage.
    • (1994) Communication yearbook 17 , pp. 417-428
    • Conrad, C.1    Witte, K.2
  • 12
  • 13
    • 48149105261 scopus 로고    scopus 로고
    • Emotional intelligence as organizational communication: An examination of the construct
    • Dougherty, D. S., & Krone, K. J. (2002). Emotional intelligence as organizational communication: An examination of the construct. Communication Yearbook, 26, 202-229.
    • (2002) Communication Yearbook , vol.26 , pp. 202-229
    • Dougherty, D.S.1    Krone, K.J.2
  • 14
    • 0031807731 scopus 로고    scopus 로고
    • Stifled grief in the workplace
    • Eyetsemitan, F. (1998). Stifled grief in the workplace. Death Studies Journal, 22, 469-479.
    • (1998) Death Studies Journal , vol.22 , pp. 469-479
    • Eyetsemitan, F.1
  • 15
    • 1842853905 scopus 로고    scopus 로고
    • Organizations as discursive constructions
    • Fairhurst, G. T., & Putnam, L. L. (2004). Organizations as discursive constructions. Communication Theory, 14, 5-26.
    • (2004) Communication Theory , vol.14 , pp. 5-26
    • Fairhurst, G.T.1    Putnam, L.L.2
  • 16
    • 0004026522 scopus 로고    scopus 로고
    • Fineman, S, Ed, 2nd ed, London: Sage
    • Fineman, S. (Ed.). (2000). Emotion in organizations (2nd ed). London: Sage.
    • (2000) Emotion in organizations
  • 17
    • 84937283426 scopus 로고
    • Evaluation of the indirect influence of courteous service on customer discretionary behavior
    • Ford, W. S. Z. (1995). Evaluation of the indirect influence of courteous service on customer discretionary behavior. Human Communication Research, 22, 65-89.
    • (1995) Human Communication Research , vol.22 , pp. 65-89
    • Ford, W.S.Z.1
  • 18
    • 84965587760 scopus 로고
    • Can I help you? A framework for the interdisciplinary research on customer service encounters
    • Ford, W. S. Z., & Etienne, C. N. (1994). Can I help you? A framework for the interdisciplinary research on customer service encounters. Management Communication Quarterly, 7, 413-441.
    • (1994) Management Communication Quarterly , vol.7 , pp. 413-441
    • Ford, W.S.Z.1    Etienne, C.N.2
  • 19
    • 0003893572 scopus 로고
    • Cambridge, UK: Cambridge University Press
    • Frijda, N. H. (1986). The emotions. Cambridge, UK: Cambridge University Press.
    • (1986) The emotions
    • Frijda, N.H.1
  • 22
    • 0037326876 scopus 로고    scopus 로고
    • Societal and workplace responses to perinatal loss: Disenfranchised grief or healing connection
    • Hazen, M. A. (2003). Societal and workplace responses to perinatal loss: Disenfranchised grief or healing connection. Human Relations, 56, 147-166.
    • (2003) Human Relations , vol.56 , pp. 147-166
    • Hazen, M.A.1
  • 25
    • 0004261338 scopus 로고
    • Berkeley: University of California Press
    • Hochschild, A. (1983). The managed heart. Berkeley: University of California Press.
    • (1983) The managed heart
    • Hochschild, A.1
  • 28
    • 0033649251 scopus 로고    scopus 로고
    • Caregivers' predispositions and perceived organizational expectations for the provision of social support to nursing home residents
    • Hullett, C. R., McMillan, J. J., & Rogan, R. G. (2000). Caregivers' predispositions and perceived organizational expectations for the provision of social support to nursing home residents. Health Communication, 12, 277-299.
    • (2000) Health Communication , vol.12 , pp. 277-299
    • Hullett, C.R.1    McMillan, J.J.2    Rogan, R.G.3
  • 30
    • 0007429925 scopus 로고    scopus 로고
    • When caring is not enough: Emotional labor and youth shelter workers
    • Karabanow, J. (1999). When caring is not enough: Emotional labor and youth shelter workers. Social Service Review, 340-357.
    • (1999) Social Service Review , pp. 340-357
    • Karabanow, J.1
  • 31
    • 20444478116 scopus 로고    scopus 로고
    • An organizational communication challenge to the discourse of work and family research: From problematics to empowerment
    • Kirby, E. L., Golden, A. G., Medved, C. E., Jorgenson, J., & Buzzanell, P. M. (2003). An organizational communication challenge to the discourse of work and family research: From problematics to empowerment. Communication Yearbook 27, 1-43.
    • (2003) Communication Yearbook , vol.27 , pp. 1-43
    • Kirby, E.L.1    Golden, A.G.2    Medved, C.E.3    Jorgenson, J.4    Buzzanell, P.M.5
  • 32
    • 0036002573 scopus 로고    scopus 로고
    • The policy exists but you can't really use it: Communication and the structuration of work-family policies
    • Kirby, E. L., & Krone, K. J. (2002). "The policy exists but you can't really use it": Communication and the structuration of work-family policies. Journal of Applied Communication Research, 30, 50-77.
    • (2002) Journal of Applied Communication Research , vol.30 , pp. 50-77
    • Kirby, E.L.1    Krone, K.J.2
  • 33
    • 84990358811 scopus 로고    scopus 로고
    • Communication rules for the display of emotions in organizational settings
    • Kramer, M. W., & Hess, J. A. (2002). Communication rules for the display of emotions in organizational settings. Management Communication Quarterly, 16, 66-80.
    • (2002) Management Communication Quarterly , vol.16 , pp. 66-80
    • Kramer, M.W.1    Hess, J.A.2
  • 36
    • 48149085674 scopus 로고    scopus 로고
    • Lief, H. I., & Fox, R. C. (1963). Training for detached concern in medical students. In H. I. Lief, V. F., Lief, & N. R. Lief (Eds.), The psychological basis of medical practice. New York: Harper & Row.
    • Lief, H. I., & Fox, R. C. (1963). Training for "detached concern" in medical students. In H. I. Lief, V. F., Lief, & N. R. Lief (Eds.), The psychological basis of medical practice. New York: Harper & Row.
  • 38
    • 84990341067 scopus 로고    scopus 로고
    • The communicative cycle of employee emotional abuse: Generation and regeneration of workplace mistreatment
    • Lutgen-Sandvik, P. (2003). The communicative cycle of employee emotional abuse: Generation and regeneration of workplace mistreatment. Management Communication Quarterly, 16, 471-501.
    • (2003) Management Communication Quarterly , vol.16 , pp. 471-501
    • Lutgen-Sandvik, P.1
  • 39
    • 84928441323 scopus 로고
    • Comparative study of Herzberg's Two-Factory Theory of job satisfaction among public and private sectors
    • Maidani, E. A. (1991). Comparative study of Herzberg's Two-Factory Theory of job satisfaction among public and private sectors. Public Personnel Management, 20, 441-448.
    • (1991) Public Personnel Management , vol.20 , pp. 441-448
    • Maidani, E.A.1
  • 42
    • 33748975137 scopus 로고    scopus 로고
    • The everyday accomplishment of work and family: Exploring practical actions in daily routines
    • Medved, C. E. (2004). The everyday accomplishment of work and family: Exploring practical actions in daily routines. Communication Studies, 55, 128-145.
    • (2004) Communication Studies , vol.55 , pp. 128-145
    • Medved, C.E.1
  • 43
    • 84970325771 scopus 로고
    • Empathy and burnout in human service work: An extension of a communication model
    • Miller, K. I., Birkholt, M., Scott, C., & Stage, C. (1995). Empathy and burnout in human service work: An extension of a communication model. Communication Research, 22, 123-147.
    • (1995) Communication Research , vol.22 , pp. 123-147
    • Miller, K.I.1    Birkholt, M.2    Scott, C.3    Stage, C.4
  • 44
    • 84965569267 scopus 로고
    • An integrated model of communication, stress, and burnout in the workplace
    • Miller, K. I., Ellis, B. H., Zook, E. G., & Lyles, J. S. (1990). An integrated model of communication, stress, and burnout in the workplace. Communication Research, 17, 300-326.
    • (1990) Communication Research , vol.17 , pp. 300-326
    • Miller, K.I.1    Ellis, B.H.2    Zook, E.G.3    Lyles, J.S.4
  • 45
    • 84950273566 scopus 로고
    • Communication and empathy as precursors to burnout among human service workers
    • Miller, K. I., Stiff, J. B., & Ellis, B. H. (1988). Communication and empathy as precursors to burnout among human service workers. Communication Monographs, 55, 250-265.
    • (1988) Communication Monographs , vol.55 , pp. 250-265
    • Miller, K.I.1    Stiff, J.B.2    Ellis, B.H.3
  • 46
    • 0040155452 scopus 로고    scopus 로고
    • The dimensions, antecedents, and consequences of emotional labor
    • Morris, J. A., & Feldman, D. C. (1996). The dimensions, antecedents, and consequences of emotional labor. Academy of Management Review, 21, 986-1010.
    • (1996) Academy of Management Review , vol.21 , pp. 986-1010
    • Morris, J.A.1    Feldman, D.C.2
  • 47
    • 0001070657 scopus 로고
    • The politics of emotion: A feminist reading of bounded rationality
    • Mumby, D. K., & Putnam, L. L. (1992). The politics of emotion: A feminist reading of bounded rationality. Academy of Management Review, 17, 465-486.
    • (1992) Academy of Management Review , vol.17 , pp. 465-486
    • Mumby, D.K.1    Putnam, L.L.2
  • 48
    • 33947369701 scopus 로고    scopus 로고
    • Hidden transcripts of flight attendant resistance
    • Murphy, A. G. (1998). Hidden transcripts of flight attendant resistance. Management Communication Quarterly, 11, 499-535.
    • (1998) Management Communication Quarterly , vol.11 , pp. 499-535
    • Murphy, A.G.1
  • 49
    • 0033145563 scopus 로고    scopus 로고
    • Emotional contagion, empathic concern and communicative responsiveness as variables affecting nurses' stress and occupational commitment
    • Omdahl, B. L., & O'Donnell, C. (1999). Emotional contagion, empathic concern and communicative responsiveness as variables affecting nurses' stress and occupational commitment. Journal of Advanced Nursing, 29, 1351-1359.
    • (1999) Journal of Advanced Nursing , vol.29 , pp. 1351-1359
    • Omdahl, B.L.1    O'Donnell, C.2
  • 50
    • 0037406099 scopus 로고    scopus 로고
    • Examining the effects of coping and social support on work and life stress among police officers
    • Patterson, G. T. (2003). Examining the effects of coping and social support on work and life stress among police officers. Journal of Criminal Justice, 31, 215-226.
    • (2003) Journal of Criminal Justice , vol.31 , pp. 215-226
    • Patterson, G.T.1
  • 53
    • 0003044044 scopus 로고
    • Organizations, emotion and the myth of rationality
    • S. Fineman Ed, Thousand Oaks, CA: Sage
    • Putnam, L., & Mumby, D. (1993). Organizations, emotion and the myth of rationality. In S. Fineman (Ed.), Emotion in organizations (pp. 36-57). Thousand Oaks, CA: Sage.
    • (1993) Emotion in organizations , pp. 36-57
    • Putnam, L.1    Mumby, D.2
  • 54
    • 0003155181 scopus 로고
    • Expression of emotion as part of the work role
    • Rafaeli, A., & Sutton, R. (1987). Expression of emotion as part of the work role. Academy of Management Review, 12, 23-37.
    • (1987) Academy of Management Review , vol.12 , pp. 23-37
    • Rafaeli, A.1    Sutton, R.2
  • 55
    • 0009412502 scopus 로고
    • Supportive relationships and occupational stress in the workplace
    • T. L. Albrecht & M. B. Adelman Eds, Beverly Hills, CA: Sage
    • Ray, E. B. (1987). Supportive relationships and occupational stress in the workplace. In T. L. Albrecht & M. B. Adelman (Eds.), Communicating social support (pp. 172-191). Beverly Hills, CA: Sage.
    • (1987) Communicating social support , pp. 172-191
    • Ray, E.B.1
  • 56
    • 0007398566 scopus 로고    scopus 로고
    • Feeling at work
    • S. Fineman Ed, 2nd ed, pp, London: Sage
    • Sandelands, L. E., & Boudens, C. J. (2000). Feeling at work. In S. Fineman (Ed.), Emotion in organizations (2nd ed.; pp. 46-63). London: Sage.
    • (2000) Emotion in organizations , pp. 46-63
    • Sandelands, L.E.1    Boudens, C.J.2
  • 57
    • 0033468247 scopus 로고    scopus 로고
    • Vicarious traumatisation of counselors and effects on their workplaces
    • Sexton, L. (1999). Vicarious traumatisation of counselors and effects on their workplaces. British Journal of Guidance and Counseling, 27, 393-403.
    • (1999) British Journal of Guidance and Counseling , vol.27 , pp. 393-403
    • Sexton, L.1
  • 58
    • 84990366478 scopus 로고    scopus 로고
    • Seeking emotional labor: When managing the heart enhances the work experience
    • Shuler, S., & Sypher, B. D. (2000). Seeking emotional labor: When managing the heart enhances the work experience. Management Communication Quarterly, 14, 50-89.
    • (2000) Management Communication Quarterly , vol.14 , pp. 50-89
    • Shuler, S.1    Sypher, B.D.2
  • 59
    • 84928461736 scopus 로고
    • Conflict at Disneyland: A root metaphor analysis
    • Smith, R. C., & Eisenberg, E. M. (1987). Conflict at Disneyland: A root metaphor analysis. Communication Monographs, 54, 367-380.
    • (1987) Communication Monographs , vol.54 , pp. 367-380
    • Smith, R.C.1    Eisenberg, E.M.2
  • 62
    • 0008963062 scopus 로고    scopus 로고
    • Caring by the book
    • M. H. Meyer Ed, New York: Routledge
    • Stone, D. (2000). Caring by the book. In M. H. Meyer (Ed.), Gender, class and the welfare state (pp. 89-111). New York: Routledge.
    • (2000) Gender, class and the welfare state , pp. 89-111
    • Stone, D.1
  • 63
    • 34548597004 scopus 로고
    • Maintaining norms about expressed emotions: The case of bill collectors
    • Sutton, R. I. (1991). Maintaining norms about expressed emotions: The case of bill collectors. Administrative Science Quarterly, 36, 245-268.
    • (1991) Administrative Science Quarterly , vol.36 , pp. 245-268
    • Sutton, R.I.1
  • 64
    • 0003598307 scopus 로고
    • New York: The New Press
    • Terkel, S. (1972). Working. New York: The New Press.
    • (1972) Working
    • Terkel, S.1
  • 65
    • 84965401410 scopus 로고
    • Family preservation workers: Sources of job satisfaction
    • Tracy, E. M., & Bean, N. (1992). Family preservation workers: Sources of job satisfaction. Research on Social Work Practice, 2, 465-479.
    • (1992) Research on Social Work Practice , vol.2 , pp. 465-479
    • Tracy, E.M.1    Bean, N.2
  • 66
    • 0141669711 scopus 로고    scopus 로고
    • Becoming a character for commerce: Emotion labor, self-subordination, and discursive construction of identity in a total institution
    • Tracy, S. J. (2000). Becoming a character for commerce: Emotion labor, self-subordination, and discursive construction of identity in a total institution. Management Communication Quarterly, 14, 90-128.
    • (2000) Management Communication Quarterly , vol.14 , pp. 90-128
    • Tracy, S.J.1
  • 67
    • 33645056710 scopus 로고    scopus 로고
    • Locking up emotion: Moving beyond dissonance for understanding emotion labor discomfort
    • Tracy, S. J. (2005). Locking up emotion: Moving beyond dissonance for understanding emotion labor discomfort. Communication Monographs, 72, 261-283.
    • (2005) Communication Monographs , vol.72 , pp. 261-283
    • Tracy, S.J.1
  • 68
    • 0039993776 scopus 로고    scopus 로고
    • Emotion labor at 911: A case study and theoretical critique
    • Tracy, S. J., & Tracy, K. (1998). Emotion labor at 911: A case study and theoretical critique. Journal of Applied Communication Research, 26, 390-411.
    • (1998) Journal of Applied Communication Research , vol.26 , pp. 390-411
    • Tracy, S.J.1    Tracy, K.2
  • 69
    • 20444473789 scopus 로고    scopus 로고
    • Fracturing the real-self↔fake-self dichotomy: Moving toward "crystallized" organizational discourses and identities
    • Tracy, S. J., & Tretheway, A. (2005). Fracturing the real-self↔fake-self dichotomy: Moving toward "crystallized" organizational discourses and identities. Communication Theory, 15, 168-195.
    • (2005) Communication Theory , vol.15 , pp. 168-195
    • Tracy, S.J.1    Tretheway, A.2
  • 70
    • 0038604515 scopus 로고    scopus 로고
    • The conflicts of caring: Gender, race, ethnicity and individualism in family child-care work
    • M. H. Meyer Ed, New York: Routledge
    • Tuominen, M. (2000). The conflicts of caring: Gender, race, ethnicity and individualism in family child-care work. In M. H. Meyer (Ed.), Gender, class and the welfare state (pp. 112-135). New York: Routledge.
    • (2000) Gender, class and the welfare state , pp. 112-135
    • Tuominen, M.1
  • 71
    • 0012910879 scopus 로고    scopus 로고
    • Relational experiences and emotion at work
    • S. Fineman Ed, 2nd ed, pp, London: Sage
    • Waldron, V. R. (2000). Relational experiences and emotion at work. In S. Fineman (Ed.), Emotion in organizations (2nd ed.; pp. 64-82). London: Sage.
    • (2000) Emotion in organizations , pp. 64-82
    • Waldron, V.R.1


* 이 정보는 Elsevier사의 SCOPUS DB에서 KISTI가 분석하여 추출한 것입니다.