مدلی برای کار عاطفی در سازمان های خدماتی: مرور نظام مند

Adelmann, P. (1995). Emotional labor as a potential source of job stress. In S. L. Sauter & L. R. Murphy (Eds.), Organizational risk factors for job stress (pp. 371-381). Washington, DC: American Psychological Association.  

Alidoust Ghahfarokhi, E., Safarpour, A., & Shariati, J. (2020). Modeling the Effect of Emotional    Labor on the Turnover Intention of Sport Coaches (The Mediating Role of Coach’s Burnout). Sport Psychology Studies, 8(30); pp: 257-272. (in Persian).

Alsakarneh, A. A. A., Hong, S. C., Eneizan, B. M., & AL-kharabsheh, K. A. (2019). Exploring the relationship between the emotional labor and performance in the Jordanian insurance industry. Current Psychology, 38, 1140-1151.‏

Anafarta, N. (2015). Job satisfaction as a mediator between emotional labor and the intention to quit. International Journal of Business and Social Science, 6(2). ‏ 72-81.

Ashforth, B. E., & Humphrey, R. H. (1993). Emotional labor in service roles: The influence of identity. Academy of Management Review, 18(1), 88–115.

Aziz, S., Widis, A., & Wuensch, K. (2018). The association between emotional labor and burnout: The moderating role of psychological capital. Occupational Health Science, 2, 365-383.‏

Babalola, S. S., & Nwanzu, C. L. (2022). The moderating role of gender in the effect of self-monitoring personality trait on emotional labor strategies. Cogent Business & Management, 9(1), 2046679.‏1-15.

Braun, V., & Clarke, V. Using thematic analysis in psychology. Qualitative research in psychology. 2006 3(2): 77-101.

Brotheridge, C. M., & Lee, R. T. (2003). Development and validation of the emotional labour scale. Journal of Occupational and Organizational Psychology, 76(3), 365-379.

Busoi, G., Ali, A., & Gardiner, K. (2022). Antecedents of emotional labour for holiday representatives: A framework for tourism workers. Tourism Management, 89, 104450.‏ 1-12.

Cheng, P., Jiang, J., & Liu, Z. (2022). The influence of perceived external prestige on emotional labor of frontline employees: the mediating roles of organizational identification and impression management motive. International Journal of Environmental Research and Public Health, 19(17), 10778.‏1-15.

Chi, N. W., & Grandey, A. A. (2019). Emotional labor predicts service performance depending on activation and inhibition regulatory fit. Journal of Management, 45(2), 673-700.‏

Chi, N. W., & Wang, I. A. (2016). The relationship between newcomers’ emotional labor and service performance: The moderating roles of service training and mentoring functions. The International Journal of Human Resource Management, 29(19), 1-30.

Chi, N. W., Grandey, A. A., Diamond, J. A., & Krimmel, K. R. (2011). Want a tip? Service performance as a function of emotion regulation and extraversion. Journal of Applied Psychology, 96(6), 1337.‏

Dahling, J. J., & Perez, L. A. (2010). Older worker, different actor? Linking age and emotional labor strategies. Personality and Individual Differences, 48(5), 574-578.‏

Diefendorff, J. M., & Gosserand, R. H. (2003). Understanding the emotional labor process: A control theory perspective. Journal of Organizational Behavior: The International Journal of Industrial, Occupational and Organizational Psychology and Behavior, 24(8), 945-959.

Diefendorff, J. M., Croyle, M. H., & Gosserand, R. H. (2005). The dimensionality and antecedents of emotional labor strategies. Journal of Vocational Behavior, 66, 339-357.

Duke, A. B., Goodman, J. M., Treadway, D. C., & Breland, J. W. (2009). Perceived organizational support as a moderator of emotional

labor/outcomes relationships. Journal of Applied Social Psychology, 39(5), 1013-1034.‏

Ensafdaran, F., Naami, A., Koraei, A., & Dastan, N. (2018). The Relationship between Emotional Labor of Nurses with Job Burnout and Life Satisfaction Considering Moderating Role of Supervisor Support in Shiraz Hospitals. Organizational Culture Management, 16(3), 569-589. (in Persian).

Fazel, H., & Aghakhanbabaei, M. (2017). Designing Communication Model in Emotional Labor of Coaches in Tehran University Sport Teams. Sport Management Studies, 9(45), 35-52.‏ (in Persian).

Feyz, D., dehghani soltani, M., farsizadeh, H., & faraji, E. (2016). The Effect of Emotional Labor and Emotional Exhaustion on Affective Organizational Commitment: The Mediating Role of Job Satisfaction. Organizational Behaviour Studies Quarterly, 5(3), 25-50.  (in Persian).

 Firoozi, M., & Shakouri, H. (2019). Mask on the emotions: the role of emotional labour on mental health and resiliency of nurses. Iranian Journal of Psychiatric Nursing, 6(6), 89-95.‏ (in Persian).

 Gaan, N. (2011). Development of emotional labour scale in Indian context. Vision, 15(1), 41-48.‏ 

 Geng, Z., Liu, C., Liu, X., & Feng, J. (2014). The effects of emotional labor on frontline employee creativity. International Journal of Contemporary Hospitality Management.‏26(7), 1046-1064.

 Ghalandari, K., Jogh, M. G. G., Imani, M., & Nia, L. B. (2012). The effect of emotional labor strategies on employee’s job performance and organizational commitment in hospital sector: moderating role of emotional intelligence in Iran. World Applied Sciences Journal, 17(3), 319-326.‏

 Glomb, T. M., & Tews, M. J. (2004). Emotional labor: A conceptualization and scale development. Journal of Vocational Behavior, 64, 1-24.

 Goswami, K., & Mahanta, M. (2021). Exploring the role of emotional labor and job autonomy in the relation between emotional intelligence and job performance. International Management Review, 17(1), 26-38.‏

 Grandey, A. (2000), “Emotion regulation in the workplace: A new way to conceptualize emotional labor”.  Journal of Occupational Health Psychology, Vol. 5 No. 1, pp. 95-111.

Grandey, A. (2003). When ‘the show must go on’: surface and deep acting as predictors of emotional exhaustion and service delivery. Academy of Management Journal, 46(1): 86-96.

Grandey, A. A., & Gabriel, A. S. (2015). Emotional labor at a crossroads: Where do we go from here?. Annu. Rev. Organ. Psychol. Organ. Behav., 2(1), 323-349.‏

Grandey, A. A., & Melloy, R.C. (2017). The state of the heart: emotional labor as emotion regulation reviewed and revised. Journal of Occupational Health Psychology, 22(3), 407-422.

Gull, K., Azhar, A., & Gull, S. (2022). Impact of Emotional Labor on Employee Wellbeing in the Presence of Psychological Capital. Journal of Behavioural Sciences, 32(1). ‏

Gursoy, D., Boylu, Y., & Avci, U. (2011). Identifying the complex relationships among emotional labor and its correlates. International Journal of Hospitality Management, 30(4), 783-794.‏

Ha, J. P., Kim, J. H., & Ha, J. (2021). Relationship between Emotional Labor and Burnout among Sports Coaches in South Korea: Moderating Role of Social Support. Sustainability, 13(10), 5754.‏

Han, K. M., Shin, C., Yoon, H. K., Ko, Y. H., Kim, Y. K., & Han, C. (2018). Emotional labor and depressive mood in service and sales workers: Interactions with gender and job autonomy. Psychiatry research, 267, 490-498.‏

Hochschild, A. R. (1983). The managed heart: Commercialization of human feeling (2nd ed.). Berkeley, CA: University of California Press.

Hofmann, V. & Stokburger-Sauera, N. E. (2017). The impact of emotional labor on employees’ work-life balance perception and commitment: A study in the hospitality industry. International Journal of Hospitality Management, 65, 47-58. 

 Hori, N., & Chao, R. F. (2022). How emotional labor affects job performance in hospitality employees: The moderation of emotional intelligence. International Journal of Research in Business and Social Science (2147-4478), 11(3), 151-160.‏

 Hosseini Moghadam, S. A., Arshadi, N., & Naami, A. (2017). Designing and testing a model of some antecedents and outcomes of emotional labor strategies. Contemporary Psychology, 12(2), 114-127. (in Persian).

 Hosseini Robat, S. M., & Rahimnia, F. (2014). Effect of Emotional Labor Strategies over Job Performance with Emotional Exhaustion Mediating. Journal of Strategic Management Studies, 5(19), 237-254. (in Persian).

 Hur, W. M., Han, S. J., Yoo, J. J., & Moon, T. W. (2015). The moderating role of perceived organizational support on the relationship between emotional labor and job-related outcomes. Management Decision, 53(3), 605-624.‏

 Hur, W. M., Shin, Y., & Moon, T. W. (2022). Linking motivation, emotional labor, and service performance from a self-determination perspective. Journal of Service Research, 25(2), 227-241.‏

 Isayeva, S., Yurcu, G., & Kasalak, M. A. (2017). Investigation of Emotional Labor Levels of Hotel Employees in Terms of Demographic Variables. Journal of Tourism & Hospitality, 6(6), 1-8.‏

 Jafarli, F., & Doroudi, H. (2020). The Effect of Emotional labor Strategies and Emotional exhaustion and Job Satisfaction on Student Satisfaction. Journal of New Approaches in Educational Administration, 11(44), 101-120.‏ (in Persian).

 Ji, S., & Jan, I. U. (2019). The impact of perceived corporate social responsibility on frontline employee’s emotional labor strategies. Sustainability, 11(6), 1780.‏

 Judge, T. A., Woolf, E. F., & Hurst, C. (2009). Is emotional labor more difficult for some than for others? A multilevel, experience‐sampling study. Personnel Psychology, 62(1), 57-88.‏

 Jung, H. S., & Yoon, H. H. (2014). Moderating role of hotel employees’ gender and job position on the relationship between emotional intelligence and emotional labor. International Journal of Hospitality Management, 43, 47-52.‏

 Karatepe, O. M., Yorganci, I., & Haktanir, M. (2009). Outcomes of customer verbal aggression among hotel employees. International Journal of Contemporary Hospitality Management, 21(6), 713–733.

 Kim, G., & Lee, S. (2020). Analysis of emotional labour differences according to general characteristics of fashion store salesperson. Journal of Global Fashion Marketing, 11(3), 250-269.‏

 Kim, H. J. (2008). Hotel service providers’ emotional labor: The antecedents and effects on burnout. International Journal of Hospitality Management, 27(2), 151-161.‏

           Kim, J. S. (2020). Emotional labor strategies, stress, and burnout among hospital nurses: a path analysis. Journal of Nursing Scholarship, 52(1), 105-112.‏

 Kim, M. N., Yoo, Y. S., Cho, O. H., & Hwang, K. H. (2022). Emotional labor and burnout of public health nurses during the COVID-19 pandemic: Mediating effects of perceived health status and perceived organizational support. International journal of environmental research and public health, 19(1), 549.‏1-12.

 Kim, T., Jung‐Eun Yoo, J., Lee, G., & Kim, J. (2012). Emotional intelligence and emotional labor acting strategies among frontline hotel employees. International Journal of Contemporary Hospitality Management, 24(7), 1029-1046.‏

 Kim, W. G., Han, S. J., & Kang, S. (2019). Individual and group level antecedents and consequence of emotional labor of restaurant employees. Journal of Human Resources in Hospitality & Tourism, 18(2), 145-171.‏

 Kinman, G. (2009). Emotional labour and strain in "front-line" service employees. Does mode of delivery matter?. Journal of Managerial Psychology, 24(2), 118-135.

 Knežević, M. N., Petrović, M. D., Kovačić, S., Mijatov, M., Vuković, D. B., & Kennell, J. (2021). Acting the part: Emotional intelligence and job satisfaction as predictors of emotional labor in travel agencies. Tourism and Hospitality Research, 21(2), 183-201.‏

 Kooshan, Z., Manzari Tavakoli, A., Zeinaddiny Meymand, Z., Hajipour Abaee, N., & Ebrahiminejad Rafsanjani, M. (2021). Effects Of The Contextual Factors And The Individual Differences On Emotional Labor By Explaining The Moderating Role Of Emotional Intelligence. Public Management Researches, 14(51), 121-147.‏ (in Persian).

 Lam, W., Chen, Z. (2012). When I put my service mask: determinants and outcomes of emotional labor among hotel service providers according to effective event theory. International Journal of Hospitality Management, 31 (1), 3–11.

 Lee, J. J., & Ok, C. (2012). Reducing burnout and enhancing job satisfaction: Critical role of hotel employees’ emotional intelligence and emotional labor. International Journal of hospitality management, 31(4), 1101-1112.‏

 Lee, M., & Jang, K. S. (2020). Nurses’ emotions, emotional labor, and job satisfaction. International Journal of Workplace Health Management, 13(1), 16-31.‏

 Li, J. J., Wong, I. A., & Kim, W. G. (2017). Does mindfulness reduce emotional exhaustion? A multilevel analysis of emotional labor among casino employees. International Journal of Hospitality Management, 64, 21-30.

 Li, J. M., Zhang, X. F., Zhang, L. X., & Zhang, R. X. (2023). Customer incivility and emotional labor: the mediating role of dualistic work passion and the moderating role of conscientiousness. Current Psychology, 1-14.‏

 Lin, S.P. (2000). A study of the development of emotional labour loading scale. Sun Yat-sen Management Review, 8(3), 427-447.

 Liu, X. (2017). Emotional labor strategy of hotel frontline employees: The antecedents and consequences. Journal of Service Science and Management, 10(05), 425-436.

 Luo, A., Guchait, P., Lee, L., & Madera, J. M. (2019). Transformational leadership and service recovery performance: The mediating effect of emotional labor and the influence of culture. International Journal of Hospitality Management, 77, 31-39.‏

 Maarefi, F., & Nonchi, M. (2021). The Effect of Transformational Leadership on Service Recovery Performance in Public Hospitals of Ahwaz: A Mediating Role of Professional Ethics and Emotional Work. Journal of Health and Care, 23(3), 240-249. (in Persian).

 Malmir, A. (2021). Relationship between emotional labor force reactions and age and work experience and the mediating role of women's emotional intelligence. Policewomen Studies Journal, 15(35), 173-189.  (in Persian).

 Montgomery, A. J., Peeters, M. C. W., Schaufeli, W. B., & Ouden, M. D. (2003). Work‐home interference among newspaper managers: Its relationship with burnout and engagement. Anxiety, Stress, and Coping, 16(2), 195-211.‏

 Moradi, M; , Jalilian, H;Kianpoor,S & Amiri, M. (2017). Explore the Role of Emotional Intelligence and Emotional Labor to Reduce Burnout and Increase Job Satisfaction, Organizational Behavior Studies Quarterly, 6(2), 76-100. (in Persian).

 Morris, J. A., & Feldman, D. C. (1996). The dimensions, antecedents, and consequences of emotional labor. Academy of management review, 21(4), 986-1010.‏

 Nixon, A. E., Yang, L. Q., Spector, P. E., & Zhang, X. (2011). Emotional labor in China: do perceived organizational support and gender moderate the process?. Stress and Health, 27(4), 289-305.‏

 Park, H., Oh, H., & Boo, S. (2019). The role of occupational stress in the association between emotional labor and mental health: a moderated mediation model. Sustainability, 11(7), 1886.‏ 1-12.

 Ramezani, U., Karimi, Z., & Jafa, S. (2019). The moderating role of support in the relationship between emotional work and job performance. Transformation Management Journal, 11(1), 133-152. (in Persian).

 Ryu, H. Y., Hyun, D. S., Jeung, D. Y., Kim, C. S., & Chang, S. J. (2020). Organizational climate effects on the relationship between emotional labor and turnover intention in Korean firefighters. Safety and Health at Work, 11(4), 479-484.‏

 Sayyed Hosseini, S. M., Nematizadeh, S., & Fallah, M. (2020). Investigating the effect of emotional labor on employees' brand image of the organization considering the intermediate variables of organizational commitment and service quality (Case study: BMI). Journal of Business Management, 12(47), 361-384. (in Persian).

 Shani, A., Uriely, N., Reichel, A., & Ginsburg, L. (2014). Emotional labor in the hospitality industry: The influence of contextual factors. International Journal of Hospitality Management, 37, 150-158.‏

 Shiri, A., Dehghani Soltani, M., Soltani Banavandi, A., & Farsizadeh, H. (2015). Investigating the        Impact of Emotional Labor on Customer's Satisfaction in Hotel Industry: The Mediating Role of Employee Satisfaction. Tourism Management Studies, 10(31), 19-39. (in Persian).

 Talebpour, A. (2013). Investigating Social factors associated with emotional labor Among Nurses (case study; Tehran West Region Hospital's). PhD.Thesis, University of Isfahan. (in Persian).

 Ulufer, S., & Soran, S. (2019). Effects of demographic factors and personality on Emotional Labor. Mediating role of intention to leave. A research on cabin crew. Transportation Research Procedia, 43, 129-138.‏

 Väänänen, T. (2022). Faking or making a smile? How emotional labor is experienced in tourism frontlines: case study in passenger transportation business (Master's thesis, Itä-Suomen yliopisto). ‏

 Vaziri, E., Zakeri, M., & Rajabipoor Meybodi, A. (2020) Examining the effect of the job characteristics on job satisfaction and job stress by mediating the emotional work among nurses in Shariati hospital, Isfahan city. J Health Saf Work, 10 (1):1-11(in Persian).

 Wagner, D. T., Barnes, C. M., & Scott, B. A. (2014). Driving it home: How workplace emotional labor harms employee home life. Personnel Psychology, 67(2), 487-516.‏

 Wang, C. J. (2019). Managing emotional labor for service quality: A cross-level analysis among hotel employees. International Journal of Hospitality Management, 88, 1-12.‏

 Wen, J., Huang, S. S., & Hou, P. (2019). Emotional intelligence, emotional labor, perceived organizational support, and job satisfaction: A moderated mediation model. International Journal of Hospitality Management, 81, 120-130.‏

 Wong, J. Y., & Wang, C. H. (2009). Emotional labor of the tour leaders: An exploratory study. Tourism Management, 30(2), 249-259.‏

 Wu, T. Y., & Hu, C. (2013). Abusive supervision and subordinate emotional labor: The moderating role of openness personality. Journal of Applied Social Psychology, 43(5), 956-970.‏

 Yang, C., Chen, Y., & Zhao, X. (2019). Emotional labor: scale development and validation in the Chinese context. Frontiers in psychology, 10, 2095.‏ 1-15.

 Yang, S. B., & Guy, M. E. (2015). Gender effects on emotional labor in Seoul metropolitan area. Public Personnel Management, 44(1), 3-24.‏

‏ Yazdanshenas, M., & Khorsandi, H. (2020). Using Emotional Labor to Increase Sales Performance; the Role of Perceived Organizational Support. Journal of Business Management, 12(1), 94-115. (in Persian).

 Zapf, D. (2002). Emotion work and psychological well-being: A review of the literature and some conceptual considerations. Human Resource Management Review, 12, 237-268.

 Zare, R., Fathizadeh, A., Hashemi, S. A., Ranjbar, M., Mashinchi, A., & Norozi, M. (2020). Investigating the Relationship between Emotional Work and Work-Family Conflict with the Mediating Role of Job Stress and Modifiers of Social Support and Independence in the Work of Female Nurses in Iran Iranshahr Hospital. medical journal of mashhad university of medical sciences, 63(5), 2952-2966. (in Persian).

 Zhao, X., Fu, N., Freeney, Y., & Flood, P. C. (2020). Revisiting the effect of emotional labor: a multi-level investigation in front-line service teams. Frontiers in Psychology, 11, 570048.‏ 1-19.

 Zhao, X., Mattila, A. S., & Ngan, N. N. (2014). The impact of frontline employees’ work–family conflict on customer satisfaction: The mediating role of exhaustion and emotional displays. Cornell Hospitality Quarterly, 55(4), 422-432.