ǂ"ǂWe're out to make you smile". Emocionalno delo v storitvenih organizacijah

Abstract

Emocionalno delo je nova oblika dela, ki temelji na profesionalnem urejanju čustev v javni sferi zaposlitve. Značilna je predvsem za delovna mesta v storitvenih dejavnostih, ki vključujejo delo z ljudmi. Posebna različica emocionalnega dela so storitve z nasmehom, ki predstavljajo neločljiv del popolnega poslovanja s strankami. V zaostrenih pogojih sodobnih tržnih gospodarstev postaja nasmeh, t.j. prodaja čustev, eno temeljnih konkurenčnih pravil in strategij. Na delovnih mestih z visokim deležem emocionalnega dela prevladuje ženska delovna sila. Kljub družbeni koristnosti,je emocionalno delo pogosto nepriznano in podcenjeno. Pod določenimi pogoji ima negativne psihološke učinke, t.i. emocionalnim delavcem pa lahko prinaša tudi psihološke nagrade. V Sloveniji se povečuje delež zaposlenih, ki opravljajo storitvene poklice, kar odpira vprašanje emocionalnega dela tudi pri nas. Zaznati je mogoče vse večje prizadevanje storitvenih podjetij, pa tudi države, po zagotavljanju kakovostnih storitev z namenom povečevanja zadovoljstva odjemalcev storitev. Storitve z nasmehom so sestavni del (uspešnega) poslovanja podjetja McDonald's oz. McDonald's Slovenija in vodilne trgovske verige na slovenskem trgu, Mercatorja.

Keywords

storitveni sektor;ženske;Organizacija;Storitveni sektor;Delo;Čustva;Slovenija;

Data

Language:	Slovenian
Year of publishing:	2002
Typology:	1.01 - Original Scientific Article
Organization:	UL FDV - Faculty of Social Sciences
UDC:	159.942
COBISS:	21049693
ISSN:	0040-3598
Parent publication:	Teorija in praksa
Views:	1332
Downloads:	218
Average score:	0 (0 votes)
Metadata:

Other data

Secondary language:	English
Secondary abstract:	Emotional work is a new form of work based on a professional management of emotions in a public (employment) sphere. It is especially characteristic for the service sector, which includes labour with people. A particular version of emotional work is the so-called service with a smile, representing an inseparable part of ideal business. Under the intense conditions of modern market economies, a smile, i.e. selling emotions, becomes one of the main competitive rules and strategies. Services that require a great share of emotional work are predominated by a female labour force. Despite its social usefulness the emotional work often remains unacknowledged and underestimated.Under certain circumstances it has negative psychological effects, while it may bring some psychological rewards to the so-called 'emotional workers'. A share of the employed in the service sector is increasing in Slovenia, raising a question of emotional work here as well. It is possible to detect increased endeavours of the service companies, as well as the state, to offer qualitative services in order to increase the customers' contentment. Services with a smile are a constituent part of the (successful) business of McDonald's or McDonald's Slovenija and the leading commercial network in Slovenian market - Mercator.
Secondary keywords:	service sector;women;Organization;Service sector;Labor;Emotions;
Type (COBISS):	Not categorized
Pages:	str. 49-80
Volume:	ǂLet. ǂ39
Issue:	ǂšt.ǂ1
Chronology:	januar/februar 2002
Keywords (UDC):	philosophy;psychology;filozofija;psihologija;psychology;psihologija;executive functions;izvrševalne funkcije;emotions;affections;sensibility;feelings;čustva;razpoloženja;čustvenost;občutja;
ID:	36634