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020 _a9781780522098 (electronic bk.) :
_c�77.95 ; �113.95 ; $144.95
040 _aUtOrBLW
_cUtOrBLW
050 4 _aHD58.7
_b.W43 2011
072 7 _aKJU
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072 7 _aKJ
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072 7 _aBUS103000
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072 7 _aBUS000000
_2bisacsh
080 _a331.4
082 0 4 _a302.35
_222
245 0 0 _aWhat have we learned?
_h[electronic resource] :
_bten years on /
_cedited by Charmine E.J. H�rtel, Neal W. Ashkanasy.
260 _aBingley, U.K. :
_bEmerald,
_c2011.
300 _a1 online resource (xiv, 362 p.) :
_bill.
490 1 _aResearch on emotion in organizations,
_x1746-9791 ;
_vv. 7
505 0 _aOverview : 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.
520 _aThe 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 _aMode of access: World Wide Web.
588 0 _aPrint version record
650 7 _aBusiness & Economics
_xOrganizational Behavior.
_2bisacsh
650 7 _aBusiness & Economics
_xOrganizational Development*.
_2bisacsh
650 7 _aBusiness & Economics
_xGeneral.
_2bisacsh
650 7 _aOrganizational theory & behaviour.
_2bicssc
650 7 _aBusiness & management.
_2bicssc
650 0 _aOrganizational behavior
_xPsychological aspects.
650 0 _aEmotions
_xSocial aspects.
700 1 _aH�rtel, Charmine E. J.,
_d1959-
700 1 _aAshkanasy, Neal M.,
_d1945-
700 1 _aZerbe, W. J.
776 1 _z9781780522081
830 0 _aResearch on emotion in organizations ;
_vv. 7.
856 4 0 _uhttps://www.emerald.com/insight/publication/doi/10.1108/S1746-9791(2011)7
913 _1Aug2011
999 _c524515
_d524450