PERCEPTION OF EMOTIONAL LABOR AND WORK ENGAGEMENT IN THE PUBLIC SERVICE CONTEXT
DOI:
https://doi.org/10.47682/2675-6552.v1i1.117Palavras-chave:
trabalho emocional, regulação emocional;, engagement no trabalho;, atendimento ao públicoResumo
In the context of serving the public, the way organizations communicate and relate to their customers makes all the difference, not only at the time of purchase, but also in terms of loyalty, ensuring that the customer buys again and brings new business opportunities. Research has shown that emotional aspects of work play a central role in customer service functions. The study aimed to understand the extent to which emotional labor is related to work engagement. Data were collected through a physical and online questionnaire, in which 107 individuals participated in the context of customer service. A multiple regression was performed to test the first hypothesis, a repeated measures ANOVA was carried out to test the second hypothesis, and finally an independent samples t‑test was used to find out which gender expresses more emotional dissonance. The results show a positive and significant relationship between emotional labor and work engagement, where the negative emotions dimension negatively predicts work engagement, positive emotions are the most used emotional labor strategy, and women express more emotional dissonance compared to men
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