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

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

Šadl, Zdenka

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.

Source: Teorija in praksa : revija za družbena vprašanja. - ISSN 0040-3598 (Letn. 39, št. 1, jan.-feb. 2002, str. 49-80)

Type of material - article, component part

Publish date - 2002

Language - slovenian

COBISS.SI-ID - 21049693

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Šadl, Zdenka

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source: Teorija in praksa : revija za družbena vprašanja. - ISSN 0040-3598 (Letn. 39, št. 1, jan.-feb. 2002, str. 49-80)

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Year	Impact factor		Edition		Category		Classification
Year	JCR	SNIP	JCR	SNIP	JCR	SNIP	JCR	SNIP

Links to authors' personal bibliographies	Links to information on researchers in the SICRIS system
Šadl, Zdenka	10888

Source: Personal bibliographies and: SICRIS

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