Supplementary Files
Keywords
emotional regulation
service organizations
How to Cite
Abstract
This paper aims to analyze the concept of Emotional Work. Specifically, through an integrated approach, it is intended to clarify what is Emotional Work and differentiate concepts that are commonly associated in the literature. Also, one of the latest proposals on how they could produce the Emotional Work applied to the context of service organizations is analyzed. Finally, the background literature identifies as potential issues for the appearance of emotional labor and the consequences it can have on organizational outcomes, such as quality of service and the psychosocial health of workers are analyzed.This journal is registered under a Creative Commons Attribution 4.0 International Public License. Thus, this work may be reproduced, distributed, and publicly shared in digital format, as long as the names of the authors and Pontificia Universidad Javeriana are acknowledged. Others are allowed to quote, adapt, transform, auto-archive, republish, and create based on this material, for any purpose (even commercial ones), provided the authorship is duly acknowledged, a link to the original work is provided, and it is specified if changes have been made. Pontificia Universidad Javeriana does not hold the rights of published works and the authors are solely responsible for the contents of their works; they keep the moral, intellectual, privacy, and publicity rights. Approving the intervention of the work (review, copy-editing, translation, layout) and the following outreach, are granted through an use license and not through an assignment of rights. This means the journal and Pontificia Universidad Javeriana cannot be held responsible for any ethical malpractice by the authors. As a consequence of the protection granted by the use license, the journal is not required to publish recantations or modify information already published, unless the errata stems from the editorial management process. Publishing contents in this journal does not generate royalties for contributors.