Servir les clients avec le sourire: Source d'épuisement ou de performance chez les employés de centres d'appels?

This study examines the relationships between emotional labour (surface acting, deep acting, and natural expression of positive emotions) and emotional exhaustion and service performance among 215 call centre employees. Of the hypotheses concerning the relation between the three emotional regulation strategies to emotional exhaustion and to service performance, only natural expression of positive emotion is significantly related to both consequences. Results also suggest that neuroticism moderates the link between deep acting and emotional exhaustion: employees with low levels of neuroticism seem more emotionally exhausted when they use deep acting. Copyright © 2016 ASAC. Published by John Wiley & Sons, Ltd.     

英语教学中的情感教育渗透

现重点讨论在教学中如果正确把握情感教育,既可以帮助塑造学生良好的品行,也能激发学生的学习兴趣,从而提高教学质量。     

谈呼喜江先生的油画风景艺术

作为中国当代著名的中年画家,呼喜江先生的作品在肖像、人体、风景、静物方面俱所擅长。他的作品结合了古典主义和现实主义,东方和西方的特征,凝重典雅,具有一种特殊的意境。本文则着重从诗意化、情感化、美感等几个方面着重探索分析了他的油画风景艺术。     

青少年感情教育缺失问题归因分析及应对策略

感情在生活和工作中起着重要的作用,是联系人与人之间的纽带和桥梁。完善青少年的情感世,是教育的重要目标之一,是实现教育目的的重要途径和方法。目前,对于青少年的感情投入可谓是方方面面的,但有的时候却收效甚微。关键是青少年感情缺失问题的原因应该引起我们的反思。因此,针对青少年在感情教育的投入存在的问题进行了归因,并提出了应对策略。学校、家长、教师对青少年的教育问题,只有找到问题的症结所在并有效地解决,我们才能更好地实施教育,才能为国家输送“合格”的人才,办好人民的教育事业。     

农民工生活困境的情感社会学分析

通过分析总结进城农民工的情感表达和建构,认为其情感呈现焦灼状态,即内卷化甚或原子化趋势明显;从制度上入手,提出加强政府和社会的责任是解决农民工情感困境的有效途径。     

人文精神与情感教育在艺术教育中的集中体现

近年来,在艺术教育中越来越多地渗透了人文精神与情感教育的思想内涵,对于人们心灵的提升有着积极作用,也极大地促进了艺术教育事业的发展。本文主要介绍了艺术教育中人文精神与情感教育的作用,重点分析了人文精神与情感教育在艺术教育中的集中体现。     

试谈展示空间情感化表达与信息传递的效率

展示是一种最为直接和高效的信息传递形式,然而在异常激烈的竞争中,必须充分重视展示空间的情感表达,凭借情感化的形式和触动人心的艺术语言,提供受众直接而强烈的感受事物的途径,使其达到脱颖而出的最佳效果,最终实现信息传递的最高效率。本文分析展示的空间情感特点和需求、情感化与信息传递的效率关系,并通过具体案例分析,最后提出展示空间情感化表达的方式策略。     

Mentoring and expressive network resources: their relationship with career success and emotional exhaustion among Hellenes employees involved in emotion work

Although mentoring has been identified as an important career resource for protégés in the Anglo-Saxon cultural cluster, pertinent research in other cultures is still scarce. The relationship of mentoring and expressive network resources with protégés' career success and emotional exhaustion was investigated in a sample of 104 Hellenes (Greek) bank employees performing frontline service jobs. The number of mentors that respondents reported they have had was related to their extrinsic career success. However, currently having a mentor was not related to intrinsic career success and was marginally related to emotional exhaustion. In contrast, the amount of expressive network resources was strongly related to both intrinsic career success and emotional exhaustion. The results are discussed with respect to extant research, the national cultural context of the study and the cross-cultural transferability of human resource systems. The general tentative conclusion is that relationships with mentors and expressive network resources appear to be important resources for employees across cultures, but the relative potency of their benefits is influenced by the national cultural characteristics.     

The impact of management on the engagement and well-being of high emotional labour employees

Australia, like many other countries, suffers high turnover of nurses and police officers. Contributions to effectively manage the turnover challenge have been called for, and there are few Australian studies of nursing/policing turnover intentions. The purpose of this study was to examine the impact of supervisor–subordinate relationships and perceived organisational support (POS) upon engagement, well-being, organisational commitment and turnover intentions. Second, we examined the similarities and differences between nursing and policing work contexts. The retention of nurses/police has been investigated from traditional management perspectives; however, we used a different theoretical approach – social exchange theory – and evaluated its utility as a framework. Findings are from Australian data collected during 2010–2011 from 510 nurses and 193 police officers, using a survey-based, self-report strategy. Partial least squares path modelling was used to analyse these data. Results indicated that for both samples, engagement predicts well-being and then, well-being predicts affective commitment and intentions to leave. MANOVA results suggested that nurses had significantly higher levels of satisfaction with their supervisor–subordinate relationships, POS, engagement, well-being and affective commitment than police officers. Only the intention to leave was similar for both groups. Given that turnover can be influenced by supervisors/management, this study provides new knowledge about targeted retention strategies.