Efectos del trabajo emocional en el agotamiento y la satisfacción laboral de los trabajadores en España
Resumen
La dimensión emocional es incorporada al estudio de las organizaciones laborales hace más de tres décadas con la investigación pionera de Arlie Hochschild, en la que se analiza el impacto (negativo) del trabajo emocional en la salud y el bienestar de los trabajadores. El emotional labor enfatiza el aspecto relacional en el lugar de trabajo, ya que se basa en el manejo de los sentimientos por parte del trabajador como imperativo en los procesos de interacción con los otros. Esta nueva demanda laboral ejerce un papel importante en el agotamiento y la satisfacción en el trabajo, pero es un campo aún poco explorado. La investigación que presentamos pretende enriquecer esta área de estudio a través de un doble objetivo. Por un lado, operacionalizamos el trabajo emocional como concepto multidimensional, a través de la construcción de un índice de demanda emocional que engloba la interacción, la gestión emocional y las reglas de visualización (Wharton, 2009), y, por otro, analizamos su influencia en la satisfacción laboral y el agotamiento de la población trabajadora en España utilizando como variables de control la autonomía y la intensidad del trabajo. La metodología empleada es de naturaleza cuantitativa y los datos son obtenidos de la European Working Conditions Survey (2015). Los resultados muestran que la demanda emocional influye negativamente en las variables de bienestar.
Palabras clave
trabajo emocional, índice de demanda emocional, índice de experiencia emocional, European Working Conditions Survey, índices compuestos, satisfacción laboral, agotamientoCitas
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