Using expertise as a firewall: exploring emotion work of novices and experts
Date
2015
Authors
Perera, S.
Kulik, C.T.
Editors
Ashkanasy, N.M.
Zerbe, W.J.
Härtel, C.E.J.
Zerbe, W.J.
Härtel, C.E.J.
Advisors
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Book chapter
Citation
Source details - Title: New ways of studying emotions in organizations, 2015 / Ashkanasy, N.M., Zerbe, W.J., Härtel, C.E.J. (ed./s), vol.11, Ch.12, pp.341-368
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Abstract
Emotion work benefits service organizations, but high emotion-workloadslead to negative consequences for employees. We examined differencesbetween employees highly competent in emotion work (Experts) andthose who are less competent (Novices). We found that Novices conformedto organizational level display rules, used simple strategies andfelt overwhelmed by their emotion-workload. In contrast, Experts followedinteraction level display rules, used proactive strategies, and foundemotion work to be effortless. This suggests that emotion work competencecan act as a firewall buffering employees from negative consequences.Hospitality organizations can benefit from encouragingemployees to increase their emotion work competence
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Copyright 2015 by Emerald Group Publishing