Emotional Investment at Work
Emotional Investment at Work

Summary/Abstract: Nowadays an increasingly popular research topic has become emotions and their expressions in the workplace. Generally, emotions have very strong impact at employees’ ability to act, think and communicate effectively. Author Hochschild was the first who defined emotional labor as “the management of feeling to create a publicly observable facial and bodily display”. Quality of interactions between employees and clients is the essence of this concept. In this context client can be any person who interacts with an employee (customer, patient, guest, etc.). During that interaction employees must express appropriate emotions as a part of job description. There are many examples of such behavior - teachers or medical staff have to show empathy in front of students or patients. The main point is that employees have multiple tasks of managing not only their mental and physical effort, but also emotional capacity. In part of this paper, authors also presented emotional labor among university professors. They conclude that in Serbia research that measures emotional exhaustion still don`t exists. So the next step will be conducting of quantitative research that will ensure that the collected data can provide useful information.

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