Emotional Labor

This study investigates the impact of emotional labor on employee wellbeing and interpersonal conflicts in service-oriented industries, with a particular focus on the moderating role of organizational support. Utilizing a quantitative research design, data were collected from 200 employees working across various sectors, including retail, hospitality, healthcare, and customer service, using a self-administered questionnaire. The survey included validated scales measuring emotional labor, employee well-being (including burnout and job satisfaction), interpersonal conflicts, and organizational support. Correlation and regression analyses, followed by post-hoc tests, revealed that emotional labor is significantly correlated with both burnout and job satisfaction, indicating that higher emotional labor is linked to increased burnout and decreased job satisfaction. Furthermore, the analysis showed that organizational support acts as a significant moderator, alleviating the negative effects of emotional labor on employee well-being. Specifically, the presence of supportive organizational practices mitigated the impact of emotional labor, enhancing employees' ability to manage emotional demands and leading to reduced burnout and increased job satisfaction. These findings underscore the importance of creating supportive work environments, particularly in service industries, to help employees better cope with emotional labor demands and improve their overall well-being.

Why are so many women exhausted even when their lives seem perfectly fine on the surface?

This paper explores a question that is often overlooked in discussions about women’s well-being: the hidden psychological cost of being "the good girl."

From childhood, many women are socialized to be nurturing, agreeable, accommodating, and conflict-avoidant. While these traits are often praised, they can also create a pattern of chronic people-pleasing, approval-seeking, and difficulty setting healthy boundaries. Over time, the constant effort to maintain acceptance and avoid disappointing others may contribute to emotional exhaustion, identity conflict, anxiety, burnout, and reduced psychological well-being.

Drawing on theories from psychology, gender studies, identity development, and boundary-setting research, this conceptual paper proposes an integrated framework explaining how gender socialization can shape approval dependency, people-pleasing behavior, boundary difficulties, emotional exhaustion, and ultimately diminished well-being among adult women.

The paper argues that kindness itself is not the problem. Rather, the problem emerges when kindness requires continuous self-abandonment. Understanding this distinction is essential for helping women develop healthier relationships, stronger boundaries, and a more authentic sense of self.

Keywords: People-Pleasing, Women’s Well-Being, Gender Socialization, Boundaries, Identity Development

Digital transformation has become a strategic imperative for organisations seeking resilience in volatile emerging markets. However, the mechanisms through which digital transformation enhances organisational resilience remain underexplored, particularly the roles of employee agility and sustainable leadership. This study investigates the mediating role of employee agility and the moderating role of institutional support in the relationship between sustainable leadership, digital transformation, and organisational resilience. Drawing on dynamic capabilities theory, social exchange theory, and institutional theory, we propose a moderated serial mediation model. Using a time-lagged, multi-source survey design, we collected data from 562 employees and 112 managers across 124 manufacturing and service firms in Nigeria, Ghana, and Kenya. Structural equation modelling (SEM) and hierarchical linear modelling (HLM) were employed to test the hypotheses. Results indicate that sustainable leadership positively influences digital transformation (β = 0.48, p < 0.001) and organisational resilience (β = 0.39, p < 0.001). Digital transformation partially mediates the relationship between sustainable leadership and resilience (indirect effect = 0.16, 95% CI [0.10, 0.23]). Employee agility mediates the digital transformation-resilience link (indirect effect = 0.21, 95% CI [0.14, 0.29]). Institutional support significantly moderates the relationship between digital transformation and employee agility (β = 0.24, p = 0.001), and the moderated mediation index is significant (index = 0.08, SE = 0.02). The findings suggest that sustainable leadership enables digital transformation, which in turn enhances employee agility, but this pathway is strengthened by institutional support. Theoretical contributions, practical implications for managers and policy makers, and future research directions are discussed.

Teaching is based on face-to-face interaction and teachers are required to show certain emotions and suppress others in order to teach their students well and motivate them. The present study was aimed to find out the nature and extent of the emotional labor among university teachers. The universe of the study was Universities from Punjab, Province & multistage sampling technique was used for the selection of the Universities as well as for the respondents. At 1st stage, three universities i.e., University of Sargodha, PMAS-Arid Agriculture University Rawalpindi and University of Lahore were selected randomly. At second stage, the faculties and departments were selected randomly and at third stage the respondents were selected conveniently. The sample size was comprised of 120 respondents. The data was analyzed by the help of statistical software SPSS and descriptive statistic was applied (Frequencies, Percentages, mean and Std. Deviation values), whereas, Correlation and ANOVA test...

In this study, we explore critical emotional reflexivity (CER) and draw upon data from our implementation of "language portrait" and "language ideology tree" activities with elementary school bilingual and ESL teacher candidates (TCs) in an ESL teaching methods class (N = 23) at a Hispanic Serving Institution (HSI). Through multimodal critical discourse analysis, we study how TCs identify and discuss (a) the relationship between language ideologies and emotions and (b) the implications of that relationship for their identities as teachers of ethnoracially and linguistically diverse students in the US public schools. We found that TCs enacted CER as tension, resistance, and awareness, informed by their positionalities and linguistic histories. Emotions served as agentive resources through which TCs theorized the relationship between ideology, emotion, and identity, and theorization served as a form of CER. Collectively, our findings demonstrate deep student engagement when intentionally integrating CER in teacher education practices by both teacher educators and TCs. This is an open access article under the terms of the Creative Commons Attribution-NonCommercial-NoDerivs License, which permits use and distribution in any medium, provided the original work is properly cited, the use is non-commercial and no modifications or adaptations are made.

The objective of the present research is to study the relationship between employee personality and Organizational Citizenship Behavior (OCB). In the 21st century, all organisations face many challenges due to globalisation and constant technological advancement. Organisational effectiveness depends on employee positive behaviour and motivation. Every organisation wants employees to perform extra roles so that the organisation can survive easily in a competitive environment. These extra roles are called Organizational Citizenship Behavior (OCB), which is a part of positive organisational behaviour. Organisational success and effectiveness depend largely on OCB. Personality plays an essential role in determining human behaviour. A total of 400 employees were taken as a sample from the manufacturing sector and service sector. The International Personality Item Pool and Organizational Citizenship Behavior Scale were used for data collection. Pearson product-moment correlation and regression analysis were used for data analysis. The results show that employees with higher extraversion engage more in OCB. The personality factorsagreeableness, emotional stability, and openness to experienceare positively and significantly correlated with OCB. This means that the presence of these factors in employees increases OCB. The paper will help organisations select the right employees who make the organisation effective and contribute positively.

Eva Illouz, socióloga israelí formada en la tradición de la teoría crítica, presenta en este libro tres conferencias dictadas en Frankfurt a invitación de Axel Honneth.
El argumento central es tan provocador como preciso: el capitalismo moderno no suprimió las emociones de la vida pública, sino que las colonizó, las estandarizó y las convirtió en un nuevo tipo de capital. A esa fusión entre lógica económica y vida afectiva, Illouz la llama capitalismo emocional.

La primera conferencia rastrea el origen de este proceso en la irrupción del psicoanálisis en la cultura estadounidense, particularmente desde las Conferencias Clark de Freud en 1909. La psicología clínica no solo transformó la comprensión del yo íntimo, sino que penetró en el mundo corporativo a través de figuras como Elton Mayo, quien introdujo la escucha activa y la gestión emocional en la empresa como herramientas de productividad. Así nació el ideal de la comunicación: un modelo cultural que exige empatía, introspección y manejo racional de las emociones tanto en la oficina como en el hogar. Lejos de liberar, este modelo racionaliza las relaciones íntimas, sometiéndolas a ejercicios cuantificables, negociaciones verbales y análisis de costo-beneficio. Las emociones dejan de ser espontáneas para convertirse en objetos a gestionar.

La segunda conferencia examina cómo la narrativa terapéutica de la autorrealización —heredera del optimismo voluntarista de la autoayuda victoriana— se entrelaza paradójicamente con una narrativa de sufrimiento. Para poder mejorarse, primero hay que identificarse como dañado. Esta lógica fue amplificada por el Estado, el feminismo, los veteranos de guerra, el DSM y la industria farmacéutica, todos con intereses distintos pero convergentes en la expansión del campo de lo patológico. El resultado es el capital emocional: la competencia para identificar, expresar y gestionar emociones según el código psicológico, que opera como habitus de clase y se convierte en ventaja económica y social. Quien accedió a ese saber desde la infancia compite mejor en el mercado laboral y también en el afectivo.

La tercera conferencia lleva el análisis al presente con el estudio de los sitios de citas en Internet. Allí la fusión entre psicología y mercado alcanza su expresión más acabada: el yo se construye mediante cuestionarios de compatibilidad emocional, se exhibe públicamente como perfil, compite en un mercado de opciones ilimitadas y se selecciona con criterios de eficiencia. Internet invierte el orden tradicional del amor: el conocimiento cognitivo precede a la atracción corporal, la abundancia reemplaza a la escasez, y el encuentro romántico adopta la forma de una entrevista laboral. El resultado es el cinismo y la desilusión sistemática, producto de una imaginación desconectada del cuerpo y dominada por el "oscurecimiento verbal": cuanto más sabemos del otro en abstracto, menos capaces somos de reconocerlo en la presencia concreta.

El mayor mérito del libro es su capacidad de articular micro y macrosociología sin reducir ninguna a la otra. Illouz no condena la terapia ni el feminismo ni Internet: los analiza desde una "crítica impura" que evalúa cada práctica según sus propias promesas y detecta las contradicciones internas que las minan. Su conclusión es inquietante: la emancipación y la mercantilización del yo no son procesos opuestos, sino las dos caras de una misma dinámica. Distinguir entre ambas, sin confundir poder con placer, es la tarea que el libro deja abierta al lector.
Escrito con rigor teórico y abundante evidencia empírica —entrevistas, análisis de manuales de autoayuda, talk shows, sitios web y publicidad—, Intimidades Congeladas es una obra indispensable para comprender cómo el capitalismo contemporáneo no solo organiza el trabajo y el consumo, sino también la forma en que amamos, sufrimos y nos narramos a nosotros mismos.

Emotional labor involves regulating emotions to meet professional expectations, often at the expense of personal well-being. Studying emotional labor in teaching is crucial due to its significant impact on educators' well-being, job satisfaction, and effectiveness. Constant emotional regulation can lead to burnout and attrition, exacerbating teacher shortages. Addressing this issue is essential for teacher retention, student success, and the sustainability of the education system. This study reviews literature from 2000 to 2024 across multiple databases, selecting 41 publications out of 182 for analysis. It explores the challenges and implications of emotional labor among school teachers. Educators frequently engage in emotional regulation to create conducive learning environments, maintain relationships with students, parents, and colleagues, and manage classroom dynamics. However, this often results in emotional exhaustion, stress, and burnout, further aggravated by inadequate institutional support and excessive workload. Additionally, this review highlights coping mechanisms adopted by teachers, including mindfulness and peer support, while emphasizing the Systematic Review Article

Although the approach to AI in newsrooms has been presented from various perspectives, this study will focus specifically on the primary emotions of journalists as a response to the intrusion of AI. To this end, we draw on the theoretical concepts of basic emotions (Ekman, 1992; Plutchik, 1980) to examine the dynamic between disgust and trust. In turn, this exploratory qualitative study applies the theory of emotional labor to analyze AI’s impact on journalists' emotions. For this study, 16 indepth interviews were conducted with journalists from Argentina (4), China (4), France (4), and the United States (4). From these interviews, six key themes emerged: concern, acceptance, resistance, fear, imposition, adaptation, and oppression. The study findings indicate that negative emotions connected to disgust (dislike, distrust, rejection) are prevalent across three countries; in the case of China where most of the journalists received training predominate a positive emotion based on trust (also presented as confidence).

This book invites readers into a space of reflection, emotion, and ethical inquiry. In an age defined by technological disruption, this groundbreaking book explores how journalists are emotionally and ethically navigating the complex integration of AI in their work. Moving beyond the binary of resistance versus blind acceptance, it introduces the concept of Imperfect AI: a human-centered, critically reflective approach that embraces ambiguity, fosters dialogue, and acknowledges both the potential and the limits of emerging technologies. Drawing on theoretical insights and cross-cultural interviews, this book situates journalists’ reactions within broader sociocultural and epistemological frameworks. It is essential reading for scholars, practitioners, and students interested in media ethics, emotional labor, and the future of journalism. Imperfect AI isn’t just a technological concept, it’s a call to rethink our relationship with machines, each other, and the truth.

This interdisciplinary theoretical paper examines the “performance loop,” a psychological and social dynamic in which sustained divergence between internal emotional states and outward expression generates cumulative emotional depletion, reduced authenticity, and weakened interpersonal trust. Drawing from emotional labor theory, authenticity research, psychological anthropology, hip-hop studies, and vernacular cultural frameworks, the paper integrates concepts from Arlie Hochschild’s work on surface acting with cultural expressions such as “keep it real” and “stay up” as adaptive responses to environments where performative behavior is structurally incentivized. Extending themes expressed in Damian Marley’s Banner, the framework proposes a three-stage model consisting of masking, cumulative depletion (“the fade”), and eventual exit through reduction of the performance gap. The analysis examines how prolonged emotional regulation, role-based masking, and surface acting may contribute to burnout, depersonalization, diminished relational trust, and loss of psychological coherence over time. Rather than rejecting social roles entirely, the paper argues that resilience emerges through increased alignment between internal experience and external expression, supported by practices such as boundary setting, selective disclosure, recovery periods, and reduction of unnecessary performance demands. The framework further explores implications for institutions, workplace environments, and cultural systems that normalize sustained emotional performance while discouraging authentic expression.

Introduction. Strategies of Deep Acting and Surface Acting using Emotional Labor in library services have been conducted. The study aims to examine the effect of Emotional Labor on library user satisfaction mediated by Customer-Employee Rapport.Method. There were 86 participants involved in this experimental study. They were undergraduate students in Makassar who were asked to watch the video related to library services by using Deep Acting or Surface Acting strategies.Data Analysis. Hypothesis were examined by using Hayes Process analysis to understand the mediation model.Results and Discussions. Emotional Labor strategy was found to have a relationship to  customer satisfaction through Customer-Employee Rapport mediation. Emotional labor strategy was found to have directly affected customer satisfaction and Customer-Employee Rapport. The librarians  applied Deep Acting strategy to enhance customer satisfaction and customer-employee rapport was found to be more effective compared t...

listening to Dr. Sarah Mercer's keynote on the importance of prioritizing language teacher well-being to ignite learning engagement. Her words resonated deeply-if we want students to engage, we must first ensure that language teachers feel supported, valued, and emotionally well. But as I read the chapters in this volume, another question kept surfacing: What about those who teach the teachers? At the heart of this volume is the recognition that language teacher educators (LTEs) play a crucial role in shaping future language teachers, yet their emotional experiences have remained largely invisible in research and practice . This volume challenges that invisibility, offering a much-needed space to examine the emotions LTEs navigate in their daily work. Across diverse global contexts, LTEs must not only manage their own emotions but also guide the emotional experiences of the teachers they mentor. At the same time, sociopolitical structures, educational policies, systemic constraints, and neoliberal pressures shape their professional realities, demanding constant emotional regulation, adaptation, and identity negotiation.

The management of job-related stress among health-care workers is critical for the improvement of healthcare services; however, there is no existing research on endoscopy unit workers as a team. Korea has a unique health-care system for endoscopy unit workers. In this study, we aimed to estimate job stress and job satisfaction among health-care providers in endoscopy units in Korea. We performed a cross-sectional survey of health-care providers in the endoscopy units of three university-affiliated hospitals in Korea. We analyzed the job stress levels by using the Korean occupational stress scale, contributing factors, and job satisfaction. Fifty-nine workers completed the self-administered questionnaires. The job stress scores for the endoscopy unit workers (46.39±7.81) were relatively lower compared to those of the national sample of Korean workers (51.23±8.83). Job stress differed across job positions, with nurses showing significantly higher levels of stress (48.92±7.97) compared...

Introduction. -Three main emotion regulation strategies (naturally felt emotions, reappraisal and emotion suppression) have been identified among customer service agents. Each has an important impact on employees' attitudes. Yet, employees are likely to combine these strategies in what we call emotion regulation styles. Objectives. -Two studies aimed at identifying the emotion regulation styles used by customer service employees and at linking these styles to organizational consequences and motivation to perform emotional labour. Method. -Two studies (n 1 = 147 and n 2 = 195) evaluated the use of these strategies. Measures of job attitudes (satisfaction, affective commitment and intention to quit) were taken, as well as measures of motivation to perform emotional labour. Results. -Six styles were identified; four were common to both studies. Globally, employees classified as suppressors (use of emotion suppression only) or as non-regulators (no strategy used) reported lower levels of job satisfaction and affective commitment toward their organization compared to employees who used a flexible style (use of all three strategies) or an authentic style (use of reappraisal and expression of the naturally felt emotions). Employees adopting an acting style (use of emotion suppression and reappraisal) or a reappraising style (marked by preferential use of reappraisal) obtained results located between the non-regulating and the suppressing styles on one hand, and the authentic and the flexible styles on the other hand. Employees adopting a suppressing or a non-regulating style also manifested lower levels of motivation to regulate their emotions. Conclusion. -Results suggest that employees use a dynamic range of styles, which differ in their associated consequences.

Le CIRANO est un organisme sans but lucratif constitué en vertu de la Loi des compagnies du Québec. Le financement de son infrastructure et de ses activités de recherche provient des cotisations de ses organisations-membres, d'une subvention d'infrastructure du Ministère du Développement économique et régional et de la Recherche, de même que des subventions et mandats obtenus par ses équipes de recherche. CIRANO is a private non-profit organization incorporated under the Québec Companies Act. Its infrastructure and research activities are funded through fees paid by member organizations, an infrastructure grant from the Ministère du

The early decades of the twenty-first century have been marked by a paradox that weighs heavily on education: while democratic ideals and commitments to human rights have expanded in formal discourse, the social and political landscape has grown increasingly hostile to the very communities those ideals were meant to protect. The resurgence of extremist political movements across Latin America, Europe, and beyond has accelerated processes of democratic erosion, cultural retrenchment, and the delegitimization of knowledge produced by historically marginalized groups (Giroux, 2020; Riddle; Apple, 2019). In this climate, educational institutions have become contested terrain, where curriculum, pedagogy, and teacher education are never merely technical concerns but profoundly political ones. Language education occupies a particularly fraught position within these disputes, since questions of whose language, culture, and knowledge are recognized as legitimate remain unresolved in both policy and practice (Norton; Toohey, 2011). Against this backdrop, the call for language teacher
education grounded in social justice and decolonial thought gains renewed urgency, especially where technicist models continue to eclipse the ethical, relational, and political purposes of the profession.

This study examined the relationship between teachers' professional fulfillment, personality traits, and effectiveness in the Schools Division of Cotabato using a convergent mixed-methods design. Anchored on Goal Theory and a pragmatist worldview, the study integrated quantitative and qualitative data to provide a comprehensive understanding of the variables. A total of 377 teachers participated in the quantitative phase, while 25 teachers were selected for in-depth interviews. Results revealed that teachers demonstrated high levels of professional fulfillment in terms of compensation and promotion, working conditions, and interpersonal relations. Personality traits such as extroversion, agreeableness, conscientiousness, neuroticism, and openness to experience were also rated highly. Similarly, teachers' effectiveness in terms of commitment, knowledge of subject matter, independent learning, and management of learning was found to be very high. Statistical analysis showed significant relationships and influences among the variables. Qualitative findings supported these results by highlighting teachers' lived experiences related to workplace satisfaction, emotional resilience, and professional commitment. The study concludes that professional fulfillment and personality traits significantly contribute to teacher effectiveness and recommends strengthening institutional support systems to enhance teaching performance.

Teaching is an emotionally intensive profession, requiring educators to effectively manage their own emotions while simultaneously responding to the emotional needs of students, parents, and colleagues. This study investigates how socio-cognitive mindfulness, characterized by engagement, novelty seeking, and novelty producing, shapes teachers' experiences of enjoyment, anger, and anxiety (emotions considered most relevant in the teaching context), through the mediating role of emotion regulation strategies. A sample of 374 in-service teachers completed measures of mindfulness, discrete emotions, and emotion regulation. Structural equation modeling revealed that mindfulness dimensions were significantly associated with both adaptive (e.g., reappraisal, active modification) and maladaptive (e.g., suppression) emotion regulation strategies. Through adaptive strategies, novelty seeking was directly associated with enjoyment and indirectly with all three emotions. Engagement was related to negative emotions exclusively through suppression, indicating full mediation. The findings underscore the importance of socio-cognitive mindfulness in promoting positive emotional functioning in teachers, primarily by fostering constructive regulatory processes. Implications for teacher training and emotional well-being are discussed.

Given the limited knowledge about the effect of contextual factors of organizational ownership types on emotional labor, this research addresses two main questions: (1) whether emotional labor varies among organizations with different ownership types; and (2) whether emotional labor and emotional intelligence relate to job performance in different ways in public and private organizations. This paper examines the research questions with 306 self-report questionnaires from the public sector, domestic privately-owned enterprises and foreign-invested firms in China. Significant differences were found in the emotional labor reported in public and private organizations. Overall, emotional labor was found to have a significant effect on in-role performance, and emotional intelligence moderated the link between emotional labor and job performance in public organizations, but not in private organizations.

Research Aims: This study aims to analyse the role of work-family enrichment on emotional labour and the impact of emotional exhaustion during the COVID-19 pandemic. Design/methodology/approach: The type of data collected is primary data that uses an online questionnaire. The sampling method is a purposive sampling technique. The PLS-SEAM is used to analyse the collected data. Research Findings: Work-family enrichment and family-work enrichment had a positive and significant effect on emotional labour (surface acting and deep acting) and on emotional exhaustion. Theoretical Contribution/Originality: The results of this study show the importance of the role of work and family enrichment to employees during this pandemic. That is, work and family support can give positive energy to manage their unstable emotions and reduce or even prevent some people from emotional exhaustion. Managerial Implication in the South East Asian Context: Organisations should concern with friendly-family pol...

Many current working conditions are characterized by increasing blurred boundaries between work and nonwork with spillover that impact employees' and recovery processes and wellbeing. Research, although emerging, considers these processes in the leadership-wellbeing relationship insufficiently. The main aim of this study, therefore, was to enhance our understanding of the role of leadership on employee's work-nonwork interface and wellbeing. To address these processes adequately, longitudinal research is most appropriate. To our best knowledge, no review exists that could inform longitudinal studies on the leadership-employee wellbeing relationship with a focus on spillover and recovery processes. Following the PRISMA Extension for Scoping Reviews, we apply a narrative synthesis of 21 identified studies to organize the research landscape. We make three main contributions: First, we adopt an integrated resource-demands based process perspective and expand the leadership-employee wellbeing relationship by including spillover and recovery. Second, we map the used theoretical approaches and analyzed research gaps. Third, we offer a list of the issues and potential remedies of applied methodologies to orient further research. Results show, that while work-nonwork research is predominantly approached from a negative conflict-based view, research focused more on positive than on negative leadership. We identify two broad categories of investigated mechanisms, namely bolstering/hampering mechanisms, and buffering/strengthening mechanisms. Findings also highlight the importance of personal energy resources and therefore call for more attention to affect-driven theories. The identified predominance of the IT and healthcare sectors and of working parents warrants more representative research. We offer recommendations to advance future research both theoretically and methodologically.

This study empirically investigated the effects of electronic communication on the performance of the Mogadishu Super Highway Roads Project, Somalia. A descriptive explanatory research design was adopted, with data collected from 89 project staff via questionnaires and 10 senior managers via interviews. The data were analyzed using descriptive statistics and simple linear regression, guided by the Theory of Reasoned Action (TRA). The regression analysis revealed a strong, positive, and statistically significant relationship between electronic communication and project performance (β = 0.712, p < 0.001), with electronic communication accounting for 50.2% of the variance in performance (Adjusted R² = 0.502). This led to the rejection of the null hypothesis. Descriptive findings indicated a moderate aggregate perception of electronic communication (Mean=2.69), highlighting a significant gap between its recognized potential for efficiency and transparency and its perceived current implementation level, which was rated very low (Mean=3.67). The study concluded that electronic communication is a critical driver of project performance, but its effectiveness is mediated by the project team's behavioral intentions, shaped by their attitudes and subjective norms. The study recommends institutionalizing digital platforms, investing in capacity-building, and improving digital infrastructure to fully realize the benefits of electronic communication.

Bu çalışmada duygusal emeğin mesleki stres ve işe adanmışlık üzerindeki etkilerini ve mesleki stresin duygusal emek ve işe adanmışlık arasında aracı bir rolü olup olmadığını incelemeyi amaçlamıştır. Araştırmanın kapsamını hali hazırda profesyonel olarak tur rehberliği yapmakta olan kişiler oluşturmaktadır. Araştırma sonucunda duygusal emek boyutlarından olan derin davranış ve işe adanmışlık arasındaki ilişkide olumlu mesleki stresin aracı rol oynadığı tespit edilmiştir. Buna karşılık yüzeysel davranış ve işe adanmışlık arasında anlamlı hiçbir ilişki bulunamamıştır. Yüzeysel davranışın olumlu mesleki strese de hiçbir katkısı yoktur. Olumsuz mesleki stresin de aynı şekilde işe adanmışlıkla anlamlı bir ilişkisi bulunmamaktadır. Ayrıca medeni duruma göre yalnızca derin davranış açısından anlamlı bir farklılık tespit edilmiştir. Buna göre evli tur rehberlerinin derin davranış ortalaması bekarların derin davranış ortalamasından daha yüksek olarak gerçekleşmiştir.

Bu çalışmada duygusal emeğin mesleki stres ve işe adanmışlık üzerindeki etkilerini ve mesleki stresin duygusal emek ve işe adanmışlık arasında aracı bir rolü olup olmadığını incelemeyi amaçlamıştır. Araştırmanın kapsamını hali hazırda profesyonel olarak tur rehberliği yapmakta olan kişiler oluşturmaktadır. Araştırma sonucunda duygusal emek boyutlarından olan derin davranış ve işe adanmışlık arasındaki ilişkide olumlu mesleki stresin aracı rol oynadığı tespit edilmiştir. Buna karşılık yüzeysel davranış ve işe adanmışlık arasında anlamlı hiçbir ilişki bulunamamıştır. Yüzeysel davranışın olumlu mesleki strese de hiçbir katkısı yoktur. Olumsuz mesleki stresin de aynı şekilde işe adanmışlıkla anlamlı bir ilişkisi bulunmamaktadır. Ayrıca medeni duruma göre yalnızca derin davranış açısından anlamlı bir farklılık tespit edilmiştir. Buna göre evli tur rehberlerinin derin davranış ortalaması bekarların derin davranış ortalamasından daha yüksek olarak gerçekleşmiştir.

Background Childbirth in the Arab region is characterized by over-medicalization and inequities in access to-and provision of care. Hospital practices do not provide choices for women and respond to the convenience of providers rather than women’s needs. Provision of maternity care is reflective of existing social inequities which is manifested through mistreatment and disrespect of women within the health care system. One such example lies in the restriction of birth companions in public facilities in Arab countries despite being practiced in private settings and the strong evidence supporting its implementation globally. Methods A phased mixed-methods implementation research study was undertaken in three public hospitals in Lebanon, Egypt and Syria with the aim of developing a tailored labor companionship model and evaluating its implementation. Data presented emanate from the qualitative component of the study. Semi-structured interviews were conducted with women giving birth (n ...

This article offers a commentary on the role of AI-driven systems in emotional labor and its implications for consumers' wellbeing. The central insight is that AI systems can alleviate service providers' emotional burden while providing consistent support, which challenges the notion that only humans can deliver authentic emotional support. However, this poses ethical concerns, such as the absence of true human emotion or the potential to manipulate vulnerable users. This work highlights the theoretical backgrounds of AI in emotional labor and discusses policy and practical implications for consumer welfare, including data privacy, potential impacts on the labor force, and applications in caring services for elderly consumers. This is an open access article under the terms of the Creative Commons Attribution License, which permits use, distribution and reproduction in any medium, provided the original work is properly cited.

Bu çalışmanın amacı, Eyal Gringart, Edward Helmes ve Craig Speelman (2013) tarafından geliştirilen "Yaşlı Çalışanlara Yönelik Tutumlar Ölçeği"ni (Attitudes Toward Older Workers Scale-ATOWS) Türkçe'ye uyarlamak ve ölçeğin psikometrik özelliklerini incelemektir. Uyarlama sürecinde ölçeğin dilsel eşdeğerliğini sağlamak adına, akademik standartlara uygun olarak çeviri-geri çeviri tekniği uygulanmış ve elde edilen formlar uzman görüşlerine sunularak son haline getirilmiştir. Araştırma, farklı sektörlerden 263 çalışanın katılımıyla gerçekleştirilmiştir. Yapı geçerliğini belirlemek amacıyla yapılan Doğrulayıcı Faktör Analizi (DFA) sonucunda, ölçeğin orijinal yapısıyla kabul edilebilir uyum gösteren dört faktörlü bir yapı elde edilmiştir. Bu faktörler; (1) Uyum ve Performans, (2) Güvenilirlik ve Sorumluluk, (3) Fiziksel ve Zihinsel Kapasite ve (4) Motivasyon ve Çalışkanlık olarak isimlendirilmiştir. Maddelerin faktör yükleri arasındaki varyasyon (.39 ile .84 arası) nedeniyle, tau-eşdeğerliği varsayımının ihlal edilme riskine karşı daha hassas bir güvenirlik kestirimi sunan Omega katsayıları hesaplanmıştır. Analiz sonuçlarına göre; faktör 1 için Omega katsayısı .91, faktör 2 için .77, Faktör 3 .81 ve faktör 4 için .88 değerleri elde edilmiştir. Bu bulgular, Yaşlı Çalışanlara Yönelik Tutumlar Ölçeği'nin Türkçe formunun (YÇYTÖ), Türkiye'deki çalışanların yaşlı çalışanlara yönelik tutumlarını ölçmek için geçerli ve güvenilir bir araç olduğunu göstermektedir.

The perspectives and experiences of trial staff are increasingly being investigated as these can be used to improve recruitment, adherence to trial protocols and support given to future staff. We interviewed staff working on a type 1 diabetes trial in order to aid interpretation of trial findings, inform recommendations for the rollout of the treatments investigated and provide recommendations for the conduct of future trials. However, our interviews uncovered aspects of trial work erstwhile unrecognised or underreported in the trials literature, and it is these which form the focus of this paper. In-depth interviews were conducted with (n = 18) staff, recruited from seven centres, who were involved in recruitment and trial delivery. Data were analysed thematically. Alongside logistical and practical issues which made trial work challenging, staff often talked spontaneously and at length about how trial work had affected them emotionally. Staff not only described the emotional stres...

One of the essential value in the success of an organization is the human factor. If work is appropriate to the physical characteristics and emotional characteristics of the employees, then that organization will be so successful. Managing the emotions of employees and waiting for employees to exhibit behaviors within the context of emotional labor is a success in the sense of management. Organizations can reach their goals and target income by managing employees ' emotions and thoughts. Emotional labor is a very positive outcome for organizations. Emotional labor improves customer satisfaction, increases the loyalty of the organization, improves the performance of the organization and emotionally enhancing the performance of employees. The choice of employees who can show behaviours under emotional labor is a very distinct administrative issue. Managers who want to be successful should make personality tests when choosing employees in this context. People who are prone to emotional labor behaviour will be more successful at showing emotional labor behaviours, and positively influenced by this emotional mood they are expected to have a higher level motivation with the lower intention of quit the job. In this regard, a survey was applied to the cabin crew, working in the aviation area, a total of 650 questionnaires were sent and 441 of them came back. After the review, 407 of these surveys were appropriate and analysed. The results showed that personality traids are important factors to emotional labor behaviours and intention to quit mediates the relation between personality and emotional labor behaviours.

The main object of this paper, which should be considered a descriptive survey in the general sense, is to investigate the relationship between emotional expressions and impression management tactics. The related literature on emotions, the relationship between emotional expressions and impression management tactics could not be found. It is hypothesized that the use of emotional expressions will varyaccording to which impression management tactic is used. Two different surveys were used in order to measure and assess the emotions expressions and impression management tactics. The survey conducted on 225 employees of the banking sector. Data, obtained from questionnaires analyzed through the SPSS statistical packaged software. The results show that, the supplication factor had a positive and significant effect on positive expressions; the intimidation factor had a positive and significant effect on negative expressions. In addition, intimidation and job-involvement had a negative and significant effect on intimacy.

This concluding chapter synthesizes insights across the volume and introduces our Praxis-Infused Transperspectival Model of Agency in Language Teaching (PTMALT). Building on critical and relational frameworks, the model conceptualizes teacher agency as a dynamic praxis shaped by temporality, relationality, ideology, affect, identity, and structural conditions. Rather than offering a static or linear framework, PTMALT provides a generative lens through which the complexity, tension, and possibility of teacher agency can be understood. Drawing on diverse chapters, we argue that language teacher agency is not merely responsive but transformative and must be studied and supported through justice-oriented, context-sensitive, and emotionally attuned lenses. The model also highlights the ethical dimensions of agency and its entanglement with identity, ideology, and resistance. The chapter outlines how PTMALT can inform future research, teacher education, and pedagogical practice, serving as both an analytical tool and ethical call to action for scholars, practitioners, and policymakers committed to equity and transformative change in language education.

This paper examines how evolving public health standards affect informal workers in India, focusing on the Savitha barber community. Rising hygiene awareness has shifted consumers toward corporate salons that follow standardized practices, exposing policy gaps faced by traditional barbers operating in the informal sector. Limited access to training, certified sterilization, and institutional support places Savitha barbers at a disadvantage, leading to income instability and job insecurity. These economic pressures are compounded by occupational health risks arising from long working hours, chemical exposure, and poor working conditions. The study highlights the need for inclusive public policies that support occupational health, skill development, and affordable hygiene infrastructure.

Occupational stress has become one of the most prevalent psychological challenges in modern workplaces, affecting employee well-being, productivity, and organizational performance. While extensive research has examined organizational and job-related determinants of stress, comparatively little attention has been paid to the role of personal emotional dynamics, particularly family affection and emotional concern for loved ones. Family relationships are central to human life, and strong emotional attachment to family members may influence individuals’ cognitive and emotional functioning in the workplace.
This study investigates how affection toward family members—especially siblings—affects employees’ occupational stress levels. Emotional attachment to family members often creates concern for their well-being, safety, and success. For instance, individuals may frequently worry about whether a younger sibling is safe, progressing academically, or encountering life challenges. These persistent concerns may influence attention, emotional regulation, and stress perception at work.
Drawing upon theories of occupational stress, work–family interaction, and emotional attachment, this paper proposes that family affection influences occupational stress through psychological mechanisms such as emotional responsibility, empathy, and cognitive distraction. While family attachment may increase stress due to ongoing concerns, it may also serve as a motivational resource that enhances resilience and meaning in professional life.
A conceptual model is proposed to explain how emotional concern for family members interacts with psychological factors to influence workplace stress. The paper also develops several hypotheses that can guide future empirical research. Understanding the
influence of family emotional dynamics may help organizations design more comprehensive stress management strategies and support employee well-being more effectively.

The opposition between the world of work and the exchanges that constitute it, on the one hand, and that of intimacy and affect, on the other, has been a rich source of criticism on Edith Wharton’s The House of Mirth ever since its publication in 1905. Through a close rereading of the novel in terms of emotional labor, this essay argues that the novel is less concerned with questioning the confluence of work and intimacy in the late nineteenth century than with the problems arising from attempts to separate them. By thematizing the problem of compensation for work that is meant to resemble leisure, The House of Mirth is read here as a story of the exploitation that results from refusing to recognize emotional labor as work. While calculation and intimacy are inextricably joined by economic necessity in the figure of Lily Bart, it is ultimately not the commodification of intimacy that destroys her, but the compulsive search for “the real Lily Bart” that her circle of friends engage in.

This research investigates the extent to which emotional labour is experienced by nonJapanese teachers of English as a foreign language in Japan, what coping mechanisms are employed and how it impairs individual performance. Understanding these issues is pivotal in improving the competitive advantage of these organisations and the productivity of the many individuals that continue to work in the industry. The research has demonstrated that teachers carried out surface acting on a daily basis and several instructors acknowledged the need to perform deep acting over a sustained period of time. Whereas some teachers endured the working conditions, the most important coping mechanism involved engaging in camaraderie. Teachers had difficulties not being allowed to exhibit any form of creativity, having excessive workloads, dealing with students who were silent, had mental problems or were xenophobic. These factors made their working conditions stressful and emotionally draining.

This dissertation is the first empirical study to explore the perceptions and experiences of recordkeepers specifically managing trauma in war or conflict related archives. It aims to further build on previous research into the impact of exposure to distressing or traumatic records and situations in the archive in order to better understand how these recordkeepers respond to their work. The study utilised a qualitative research methodology and conducted semi-structured interviews with 14 recordkeepers who predominantly work with archives relating to war or conflict. Responses from these participants suggest that recordkeepers working with this type of archival material have a good understanding of vicarious trauma but perceptions around using the term trauma in relation to managing war or conflict related archives was negative, indicating that applying the concept of trauma to archives is a perceived barrier for some and needs further definition from the sector. Individual experiences identified that recordkeepers working with this type of archival material may experience signs of vicarious trauma, as defined by the British Medical Association, when exposed to records or situations in the archive which carry traumatic potential. Responses are further influenced by interconnecting factors such as individual copying styles, the form of the content, the personal aspects of the content and the sense of responsibility felt towards the records and the people associated with them. Whilst responses were influenced by various individual and interconnecting factors, themes emerged relating to more collective responses of experiencing bystander guilt, preoccupation with the records outside of work and lingering feelings of sadness. For some, engaging with ongoing war or conflict reports in the media further triggered emotional responses and a sense of responsibility was elicited towards the people associated with the records. Fewer participants experienced signs of vicarious trauma in engaging with users of the archive as participants reframed these experiences as emotional interactions, demonstrating that recordkeepers in this field are better prepared for the emotional labour of these interactions and have a heightened awareness of empathy. Despite these responses to trauma in the archive, institutions holding war or conflict related archives lack policies or practical guidance for dealing with these exposures. With ongoing war and conflict around the world, this study ultimately contends that there is a need for institutions, and the wider sector, to work with recordkeepers in this field to implement necessary support and guidance for individuals managing trauma in war or conflict related archives.

Platform work challenges Marxist academics. The main question that arises is: does platform work create value? Some authors claim not only that the work performed by platform workers creates value, but also that the activity of users on Facebook and Instagram, for instance, is a source of value (Fuchs, 2014). This perspective, however, has already been heavily criticized by theorists affiliated with the theory of value, with whom we agree (Kangal, 2014; Bolaños & Vieira, 2014; Comor, 2015).There are also those who argue that the theory of value is not capable of explaining platform work (Arvidsson & Colleoni, 2012). And there are those who claim that digital platforms are purely rent-seeking companies, an expression of the parasitic nature of current capitalism (Dowbor, 2024; Christophers, 2020).

Bu çalışmanın temel amacı duygusal emeğin yaşam doyumu üzerindeki etkilerini incelemektir. Geçmişte yapılan çalışmalar, çoğunlukla, duygusal emeğin tükenmişlik ve stres gibi olumsuz etkileri üzerine odaklanmışlardır. Bu çalışma ise duygusal emek boyutlarının yaşam doyumu üzerindeki etkilerini ortaya çıkarmak amacıyla yapılmıştır. Araştırmaya 275 akademisyen (137 kadın, 138 erkek) katılmıştır. Veri toplama aracı olarak Duygusal Emek Ölçeği ve Yaşam Doyumu Ölçeği kullanılmıştır. Araştırmanın sonuçlarında duygusal emek boyutlarından sadece derin davranışın yaşam doyumu üzerinde anlamlı bir etkisi olduğu görülmüştür.

Hair colouring is one of the most transformative beauty services available today. From subtle highlights to bold fashion shades, the right colour can enhance facial features, elevate personal style, and boost overall confidence. However, not all colouring experiences are the same. The difference between dull, quickly fading colour and vibrant, long-lasting results often comes down to the quality of the salon you choose. Why a Premium Salon for Hair Colouring Delivers Vibrant, Long-Lasting Results is closely tied to expertise, product quality, and advanced techniques. Why a Premium Salon for Hair Colouring Delivers Vibrant, Long-Lasting Results becomes clear when you understand how professional consultation, customised formulation, and protective treatments work together. When clients recognise Why a Premium Salon for Hair Colouring Delivers Vibrant, Long-Lasting Results, they see the value in investing in professional care rather than opting for cheaper, short-term alternatives.

This study investigates how generative artificial intelligence (gen-AI) interacts with pre-service teachers' (PSTs) experiences of emotional labour, relational complexity and institutional navigation during workintegrated learning (WIL) placements. Using the Emotional Capital in Education (ECE) framework, the study explores how emotional capital is preserved, converted and depleted across diverse affective economies, and how gen-AI activities were taken up as culturally responsive scaffolds in this process. Drawing on survey and focus group data from 126 PSTs in an interventional initial teacher education (ITE) case study, the findings show that gen-AI activities were associated with rehearsal of emotional selfregulation, pedagogical preparation and professional confidence, particularly in emotionally ambiguous or culturally misaligned placements. These benefits, however, were uneven and shaped by institutional recognition, mentor attitudes and cultural legibility. The study contributes by showing how tailored, scaffolded use of gen-AI can help PSTs build emotional capital for placement in ways that align with disciplinary expectations and diverse cultural-emotional needs, pointing to future designs that foreground emotional as well as cognitive scaffolding in ITE.

English Teachers Association Switzerland Journal, 2025

                                                                                                                                                      Reframing resilience in ELT In the age of educational technology, where digital tools are increasingly integrated into language teaching, educators across all tiers of ELT face mounting pressures. Amid evolving pedagogical models and institutional expectations, teacher burnout has become a persistent concern. Resilience, once considered a p ersonal trait, is now understood as a professional imperative-one that must be cultivated through reflective practice, community engagement and institutional support (Brookfield, 1995). This article, drawing from the collective experiences of three education practitioners and Brookfield's reflective lenses, advocates for a culture of shared vulnerability, where acknowledging professional doubts becomes a strength,

This study examined how emotional labor strategies (deep and surface acting) influence burnout and turnover intentions among public personnel in the Philippines and investigated the moderating role of key job resources: supervisor and coworker support, job satisfaction, and job autonomy. Using survey data from 305 public sector employees, multiple regression and moderated regression analyses demonstrated th at both deep and surface acting positively predicted burnout and turnover intentions, with surface acting exerting stronger effects. Job satisfaction, supervisor support, and coworker support significantly reduced burnout and turnover intentions, while aut onomy primarily reduced burnout. Certain interactions revealed complex patterns, including coworker support intensifying strain among deep actors. Findings reinforce the Job Demands-Resources (JD-R) framework and emphasize emotional labor as a structural d emand in public service. Implications highlight the need for emotional support programs, leadership training, and policy reforms to sustain public workforce well-being.

This chapter examines the role of AI in the context of professional songwriting in popular music. Through interviews conducted with ten industry professionals, insights are gleaned and situated within the ongoing discourse about AI and music generation. Findings indicate that professional songwriters and producers harbour a spectrum of aesthetic, artistic, and ethical concerns alongside anticipations regarding creative possibilities. Consequently, the discourse reflects a transitional phase, underscoring the imperative for augmented artistic and practice-oriented research initiatives and the ensuing educational implications.

The main purpose of this study is to determine the levels of emotional labor and work alienation of hotel employees and to detect the causal relationship between these two concepts. For this purpose, a field research was conducted on employees of fivestar hotel businesses operating within Antalya Region. The study is limited to frontdesk, food-beverage and marketing-public relations departments at which emotional labor is more intensely exhibited. According to the results, while the level of deepacting in the context of emotional labor is high, the levels of superficial -acting and the naturally-felt emotions are moderate and relatively low, respectively. Work alienation was also determined as moderate. According to the results of the correlation analysis, it was found that work alienation had a moderate adverse relationship with deep-acting and naturally-felt emotions and a moderate but positive relationship with the superficial emotions. As a result of multiple regression analysis, approximately 50% of work alienation was predicted by emotional labor dimensions.

“Dijital Hikâyeleme: Lala Paşa Camii’nin Mekânsal Anlatısı” teması çerçevesinde yürütülen atölye sürecinin çıktılarını sunan bu çalışma; Erzurum kent merkezinde yer alan Lala Mustafa Paşa Camii’ni ele almaktadır. Bu bağlamda cami, yalnızca mimari özellikleriyle değil; aynı zamanda çok katmanlı bir kentsel anlatının odak noktası olarak değerlendirilmiştir. Tarihî, sosyal ve duyusal katmanlarıyla zenginleşen yapılı çevre, dijital hikâyeleştirme araçları aracılığıyla yeniden okunmuş; metin, görsel, ses ve konum verilerinin bütünleştirildiği etkileşimli bir dijital anlatı formuna dönüştürülmüştür. Çalışmanın yöntemsel çerçevesi; ArcGIS StoryMaps platformu kullanılarak oluşturulan konum haritası, izlek haritası, rota videoları, eskizler ve literatür temelli içeriklerin bütüncül sunumuna dayanmaktadır. Lala Paşa Camii’ne ilişkin dört ana tema (tarihsel, mekânsal, sosyal ve algısal-duyusal) üzerinden yapılan analizler aracılığıyla elde edilen veriler, dijital anlatıda yapının yalnızca fiziksel değil, temsil ettiği kent belleği bağlamındaki çok boyutlu karakterini de görünür kılmıştır. Atölye süreciyle geliştirilen bu yaklaşım, tarihî bir yapının çağdaş dijital araçlarla yorumlanmasına olanak tanımakta; kültürel mirasın aktarımı için etkileşimli, kullanıcı merkezli ve sürdürülebilir bir yöntem önermektedir.
Anahtar Sözcükler: Dijital Hikâyeleme, Kültürel Miras, Mekânsal Deneyim, Kent Belleği, Lala Paşa Camii.

Despite their long-lasting work in Armenia and Turkey, peacebuilding practitioners of civil society have an ambivalent relationship with the term peace and refrain from defining their role as peacebuilders. Informed by the anthropological research adopting the local turn in peace and conflict studies, we explore how civil society practitioners in Armenia and Turkey perceive the concept of "peace" (խաղաղություն or khaghaghutyun in Armenian and barış in Turkish) and how they position themselves regarding the meanings they attach to this term. In this paper, we present data collected through semi-structured interviews with civil society practitioners from both countries, investigating the perceptions and practices in the aftermath of the Second Nagorno-Karabakh War in 2020. We found that the flexibility of the term normalization in comparison to peacebuilding is preferred among civil society practitioners working for the Armenia-Turkey dialogue. We also show that the political context shapes local meanings of the word peace. While in Turkey, the authoritarian regime, restrictions on NGOs, and rise of ultranationalism make open advocacy for peace with Armenia difficult and risky, the war with Azerbaijan firmly structures where and how Sarıaslan and Avetisyan 10.30965/23761202-bja10043 | Caucasus Survey (2024) 1-26 the word peace can be used in Armenia-even though it is not clear what is meant by it in either case. Finally, our research points out a neglected aspect of professionalism in this context and shows how it requires emotional labor to suppress enthusiasm and hope for peace. We close our paper with a call for further research among the youth and exploration of effective communication, alternative approaches, and terminologies that can foster meaningful dialogue and reconciliation without provoking divisive sentiments.

This thesis explores emotional labor among social workers in Swedish Social Services. The primary aim
is to enhance understanding of how social workers discuss and utilize emotions in their practice, as
well as how they manage their own and others' emotions. Additionally, the thesis aims to shed light on
how social workers identify and navigate feeling rules and role expectations within their professional
practice. The study is based on empirical material gathered from social workers employed in the
individual and family care sector, including interviews, observations of professional meetings,
supervision sessions, and informal interactions. Informed by institutional ethnography, the analysis
also incorporates various texts and documents.
The theoretical framework of the study draws from the sociology of emotions, which views emotions
not merely as individual experiences but as social phenomena that both shape and are shaped by
interactions. This perspective highlights how feeling rules and norms at different levels govern the
experience, display, and management of emotions.
The analysis reveals that social work practice is embedded within often-contradictory sets of feeling
rules, reflecting larger inherent conflicts and tensions regarding the mission, role, and direction of social
work. These ambiguities manifest as conflicts and disagreements in organizational meetings, where
professional ethics and bureaucratic standards—conceptualized as dual emotive-cognitive frames of
reference—collide in terms of ideas about case interpretation and how to relate to emotions in practice.
Additionally, these ambiguities lead to feelings of ambivalence, uncertainty, frustration, self-doubt, and
guilt among social workers, as there is no clear standard for evaluating their practice and behavior,
making it difficult to delineate boundaries for what can and should be done.
Furthermore, the analysis shows that social workers engage in ongoing emotional navigation within
the complex emotional regime of social services. This process involves claiming and moving between
role positions defined by the dual frames. Role positions are based on beliefs about one's role
responsibilities, the scope of one's duties, the degree of closeness to clients, and the boundaries
between private and professional spheres. Claiming these role positions allows social workers to
maintain coherence in their core values and sense of self. Emotional navigation and the sense of
professional identity are greatly influenced by repeated interaction rituals with colleagues, which
produce group solidarity and emotionally charged collective symbols, such as moral standards. Finally,
the analysis demonstrates that emotions are a fundamental part of social work practice, strategically
used to influence others, motivate and guide actions, inform decision-making, and underpin moral
reflection. However, the organization, through implicit norms and explicit instructions regarding how,
when, and where emotions should be displayed, managed, and used, aims to shape social workers'
emotions into organizational resources.