دانلود کتاب Emotional labour in work with patients and clients: effects and recommendations for recovery

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Cover......Page 1
Half Title......Page 2
Series Page......Page 3
Title Page......Page 4
Copyright Page......Page 5
Table of Contents......Page 6
Acknowledgment......Page 8
Series Editor......Page 10
Editor......Page 12
Contributors......Page 14
Chapter 1 Emotional Labor at Work with Patients and Customers: The Effects and Recommendations for Recovery......Page 16
Chapter 2 Stress-Inducing Customer Behaviors and Wellbeing in Tax Administration Workers: What Is the Role of Emotional Labor?......Page 22
2.1.1 Stress-Inducing Customer Behaviors and Worker Wellbeing......Page 23
2.1.2.2 Deep Acting......Page 24
2.1.4 Present Study......Page 25
2.1.4.1 Hypotheses......Page 26
2.2.2 Measures......Page 27
2.3.1.1 Disproportionate Customer Expectations and Employee Disengagement from Work......Page 28
2.3.1.3 Hostile Customer Behaviors and Employee Disengagement from Work......Page 30
2.3.1.4 Hostile Customer Behaviors and Worker Exhaustion......Page 33
2.3.2.1 Disproportionate Customer Expectations and the Physical Wellbeing of Workers......Page 34
2.3.2.2 Hostile Customer Behaviors and the Physical Wellbeing of Workers......Page 35
2.4 Summary and Discussion of Results......Page 37
2.5 Conclusions......Page 39
References......Page 40
Chapter 3 The Relationship between Intensification of Stress-Inducing Customer Behaviors, Job Burnout, and Well-Being of Customer Service Workers: The Role of Emotional Labor Types......Page 44
3.1 Introduction......Page 45
3.3 Job Burnout......Page 46
3.4 Emotional Labor......Page 48
3.6 Individual Factors and Effects of Emotional Labor......Page 49
3.7 Organizational Factors and Effects of Emotional Labor......Page 50
3.9.1 The Psychosocial Working Conditions Questionnaire......Page 51
3.9.3 The Oldenburg Burnout Inventory......Page 52
3.10 Descriptive Statistics......Page 53
3.11.1.2 The Moderating Role of Deep Acting in the Relationship between the Intensity of Hostile Customer Behaviors and the Mental Well-Being of Workers......Page 55
3.11.2.3 The Moderating Role of Deep Acting in the Relationship between Disproportionate Customer Expectations and the Physical Well-Being of Workers......Page 56
3.11.2.7 Summary......Page 57
3.13 Conclusions......Page 58
References......Page 62
Chapter 4 Health Impairment Process in Human Service Work: The Role of Emotional Demands and Personal Resources......Page 64
4.1 Introduction......Page 65
4.2 Emotional Demands in Human Service Work......Page 66
4.3 Direct Effect of Job Demands on Depression......Page 68
4.5 Moderation Effect of Personal Resources......Page 69
4.6.1.1 Measure......Page 71
4.6.1.3 Results......Page 72
4.7 Discussion......Page 75
References......Page 77
Chapter 5 Determinants and Consequences of Work-Related Stress in Personnel of Residential Care Establishments......Page 82
5.2 The Work of Residential Care Establishment Personnel......Page 83
5.3 Work-Related Stress among Workers Caring for Patients of Residential Care Homes......Page 85
5.4 Study Group......Page 87
5.6.1 Health Status......Page 88
5.6.4 Psychosocial Working Conditions......Page 90
5.7.2 Work Organization and Content......Page 94
5.8 Work-Related Stress Management Support Program for the Personnel of Residential Care Establishments......Page 95
5.9.1 Stress Management Programs......Page 96
5.9.2 Promoting Healthy Lifestyles......Page 97
5.10 Organization-Oriented Activities......Page 98
5.10.2 Measures to Reduce the Level of Job Demands......Page 99
5.10.4 Actions to Reduce Interpersonal Conflicts at Work......Page 100
5.10.5 Actions to Strengthen Job Control and Social Support......Page 101
References......Page 102
Chapter 6 Psychosocial Stressors at Work and Stress Prevention Methods among Medical Staff of Psychiatric and Addiction Treatment Wards......Page 104
6.2 Medical staff in psychiatric health care......Page 105
6.3.1 Aim of the Study......Page 106
6.3.2.2 Participants......Page 107
6.4.1 Emotional demands......Page 108
6.4.3 Lifestyle – Alcohol Consumption and Physical Activity......Page 111
6.5 Discussion of Results......Page 113
6.7.1 Mindfulness-Based Stress Reduction Training......Page 115
6.7.2 Strengthening Mental Resilience......Page 116
6.8 Aggressive Patient Behavior-Related Stress-Prevention Methods......Page 119
6.8.1 Educational Training......Page 120
6.8.2 Working Environment Settings......Page 121
6.9.1 Workplace Health Promotion......Page 122
6.9.2 Prevention of Alcohol Abuse......Page 123
6.10 Summary and Conclusions......Page 124
References......Page 125
Index......Page 128