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Emotional labor as cultural performa...

Sass, James Stephen.

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Emotional labor as cultural performance in a nonprofit nursing home.

紀錄類型:	書目-電子資源 : Monograph/item
正題名/作者:	Emotional labor as cultural performance in a nonprofit nursing home./
作者:	Sass, James Stephen.
面頁冊數:	204 p.
附註:	Source: Dissertation Abstracts International, Volume: 58-08, Section: A, page: 2907.
Contained By:	Dissertation Abstracts International58-08A.
標題:	Business Administration, Management. -
電子資源:	http://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=9803590
ISBN:	9780591533392

Emotional labor as cultural performance in a nonprofit nursing home.
Sass, James Stephen.

Emotional labor as cultural performance in a nonprofit nursing home. - 204 p.

Source: Dissertation Abstracts International, Volume: 58-08, Section: A, page: 2907.

Thesis (Ph.D.)--Arizona State University, 1997.

This study is an exploration of the connections between emotional labor and organizational communication culture. Emotional labor, usually studied in retail contexts, involves the management of emotion in order to create an appropriate display of emotion. Organizational culture is constructed through cultural performances--meaningful episodes of loosely scripted interaction. This study addresses three general topics: (1) the characteristics of cultural performances related to emotional labor; (2) the influence of organizational communication culture on emotional labor; and (3) the relationship among emotional labor, social identity, and personal consequences. To explore these issues, this researcher conducted a qualitative field study of emotional labor in a nonprofit nursing home. This field research involved approximately 200 hours of observation and interviewing in a small, Roman Catholic nursing home. Data were analyzed through the use of inductive procedures consistent with naturalistic research and through the application of categories drawn from literature on organizational communication culture. The results of this study indicate that emotional labor is enacted in diverse forms and that it is integrally related to organizational communication culture. The diverse forms of emotional labor share some common verbal (simplicity, repetition, use of the question form) and nonverbal (paralinguistic, proxemic, kinesic, haptic) characteristics. Consistent with previous literature, emotional labor is enacted through the cultural performances of courtesies, task rituals, personal rituals, and privacies. Sociabilities and face-restoration performances also emerged from the data. Conversation about emotional labor is seen in the performances of labeling and typologies, enculturation, storytelling, and sociabilities. Performances of emotional labor are made meaningful by the nursing home's sense of homeyness. This homeyness is manifest in a focus on residents, a family metaphor for organizing, and the experience of spirituality. The home's caregivers experience both negative and positive consequences of their emotional labor. The positive consequences are related to social identities consistent with the work of caregiving for elders and manageable caseloads. These results lead to three sets of implications: (1) practical implications for organizations featuring emotional labor, (2) conceptual development of the cultural performance approach to organizational communication, and (3) improved understanding of the processes and experiences of emotion management.

ISBN: 9780591533392Subjects--Topical Terms:

626628
Business Administration, Management.

Emotional labor as cultural performance in a nonprofit nursing home.
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