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006			m d
007			cr un|||||||||
008			111024s2011 enka o 000 0 eng d
020			_a9781780522098 (electronic bk.)
039		9	_a201110250958 _bruzita _y10-24-2011 _zruzita
090			_aHD58.7 _b.W43 2011
245	0	0	_aWhat have we learned? _h[electronic resource] : _bten years on / _cedited by Charmine E.J. H衲tel, 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衲tel, 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衲tel -- ch. 7. Affective events theory as a framework for understanding third-party consumer complaints / Rebekah Russell-Bennett, Charmine E.J. H衲tel, 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.
650		0	_aOrganizational behavior _xPsychological aspects.
650		0	_aEmotions _xSocial aspects.
700	1		_aHartel, Charmine E. J., _d1959-
700	1		_aAshkanasy, Neal M., _d1945-
700	1		_aZerbe, W. J.
830		0	_aResearch on emotion in organizations ; _vv. 7.
856	4	0	_uhttps://eresourcesptsl.ukm.remotexs.co/login?url=http://www.emeraldinsight.com/1746-9791/7
907			_a.b15181820 _b2022-04-06 _c2019-11-12
942			_n0 _kHD58.7 .W43 2011
914			_avtls003481433
998			_ae _b2011-11-10 _cm _dz _feng _genk _y0 _z.b15181820
999			_c502408 _d502408