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110829s2011 enka o 000 0 eng d |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER |
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| International Standard Book Number |
9781780522098 (electronic bk.) : |
| Terms of availability |
�77.95 ; �113.95 ; $144.95 |
| 040 ## - |
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| 050 #4 - LIBRARY OF CONGRESS CALL NUMBER |
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HD58.7 |
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.W43 2011 |
| 072 #7 - |
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331.4 |
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| Classification number |
302.35 |
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22 |
| 245 00 - TITLE STATEMENT |
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| Title |
What have we learned? |
| Remainder of title |
ten years on / |
| Statement of responsibility, etc |
edited by Charmine E.J. H�rtel, Neal W. Ashkanasy. |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. (IMPRINT) |
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| Place of publication, distribution, etc |
Bingley, U.K. : |
| Name of publisher, distributor, etc |
Emerald, |
| Date of publication, distribution, etc |
2011. |
| 300 ## - PHYSICAL DESCRIPTION |
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| Extent |
1 online resource (xiv, 362 p.) : |
| Other physical details |
ill. |
| 505 0# - |
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| Formatted contents note |
Overview : what have we learned? : ten years on / Charmine E.J. H�rtel, Neal M. Ashkanasy, Wilfred J. Zerbe -- ch. 1. Synthesizing what we know and looking ahead : a meta-analytical review of 30 years of emotional labor research / Gang Wang, Scott E. Seibert, Terry L. Boles -- ch. 2. Understanding the relationship between emotional labor and effort / Robyn E. Goodwin -- ch. 3. Tricks of the trade : customer service employee strategies in performing emotion work / Sanjeewa Perera -- ch. 4. Sales employee's emotional labor : a question of image or support / Sushanta K. Mishra -- ch. 5. The role of emotions in supporting independent professionals / Tui McKeown, Melanie Bryant, Robyn Cochrane -- ch. 6. Coding emotions in complaint behavior : comparing the Shaver et al. and Richin's consumption emotions sets / Rebekah Russell-Bennett, Charmine E.J. H�rtel -- ch. 7. Affective events theory as a framework for understanding third-party consumer complaints / Rebekah Russell-Bennett, Charmine E.J. H�rtel, Amanda Beatson -- ch. 8. Display rules and emotional labor within work teams / William J. Becker, Russell Cropanzano -- ch. 9. Emotional intelligence as a moderator of the quality of leader-member exchange and work-related outcomes / Nicholas Clarke, Nomahaza Mahadi -- ch. 10. Managing negative emotions in emergency call taking : a heat-model of emotional management / Martin G.A. Svensson -- ch. 11. The measurement of trait emotional intelligence with TEIQue-SF : an analysis based on unfolding item response theory models / Leonidas A. Zampetakis -- ch. 12. Exploring the antecedent and consequences of authenticity of emotional expression / Sushanta K. Mishra -- ch. 13. A positive approach to workplace bullying : lessons from the Victorian public sector / Laura Barker. |
| 650 #7 - |
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| Topical term or geographic name as entry element |
Business & Economics |
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| Topical term or geographic name as entry element |
Business & Economics |
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| Topical term or geographic name as entry element |
Business & Economics |
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| Topical term or geographic name as entry element |
Organizational theory & behaviour. |
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| Topical term or geographic name as entry element |
Business & management. |
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| Topical term or geographic name as entry element |
Organizational behavior |
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| Topical term or geographic name as entry element |
Emotions |
| 700 1# - |
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| Personal name |
H�rtel, Charmine E. J., |
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| Personal name |
Ashkanasy, Neal M., |
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| Personal name |
Zerbe, W. J. |
| 856 40 - |
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| Uniform Resource Identifier |
https://www.emerald.com/insight/publication/doi/10.1108/S1746-9791(2011)7 |
| 245 00 - TITLE STATEMENT |
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[electronic resource] : |
| 490 1# - |
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Research on emotion in organizations, |
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1746-9791 ; |
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v. 7 |
| 520 ## - |
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The theme of this volume, What Have We Learned? Ten Years On, provides a wonderful tour of the ways in which emotions research has advanced the way in which we conceive of work and its possibilities for adding value to life. The volume is presented in eight parts, so that the reader will can how emotions research has advanced our knowledge and understanding of what comprises work, the experiences and resourcefulness of traditional and non-traditional workers, the drivers of consumer behavior, the dynamics of team behavior, the quality of the leader-member relationship, the demands and skills required of In Extremis work contexts, methods to improve noncognitive assessment, and advances in ways to create and maintain Positive Work Environments. The chapters in this volume leave no doubt in the readers mind that emotions as energizing and motivating mechanisms demand understanding and attention in order to improve performance and societal value from organizational activities, ensure dignity for workers and consumers, and create workplaces where individuals are engaged and flourishing. |
| 538 ## - |
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Mode of access: World Wide Web. |
| 588 0# - |
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Print version record |
| 650 #7 - |
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Organizational Behavior. |
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Organizational Development*. |
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General. |
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Psychological aspects. |
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Social aspects. |
| 700 1# - |
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1959- |
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1945- |
| 776 1# - |
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9781780522081 |
| 830 #0 - |
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Research on emotion in organizations ; |
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v. 7. |
| 913 ## - |
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Aug2011 |
