![]() ![]() That’s what cashiers, school teachers, massage therapists, fire fighters, and librarians, among other professionals, are asked to do. Can you identify times when you were happy to deal with other people and times that you wanted to be left alone? Now imagine trying to hide all the emotions you’ve felt today for 8 hours or more at work. In the course of a day, we experience many emotions. Humans are emotional creatures by nature. As such, they are expected to be upbeat, friendly, and polite at all times, which can be exhausting to accomplish in the long run. Individuals in service industries are professional helpers. Part of a service employee’s job is appearing a certain way in the eyes of the public. If they’re in a bad mood, the customer would not know. ![]() Individuals who work in manufacturing rarely meet their customers face-to-face. Negative emotions are common among workers in service industries. The effects of both conditions can impact coworkers, customers, and clients as anger boils over and is expressed in one’s interactions with others (Lewandowski, 2003). Depression, anxiety, anger, physical illness, increased drug and alcohol use, and insomnia can result from frustration and burnout, with frustration being somewhat more active and burnout more passive. Jobs that are high in negative emotion can lead to frustration and burnout-an ongoing negative emotional state resulting from dissatisfaction (Lee & Ashforth, 1996 Maslach, 1982 Maslach & Jackson, 1981). Job satisfaction in the AET model comes from the inside-in-from the combination of an individual’s personality, small emotional experiences at work over time, beliefs, and affect-driven behaviors. Although company perks and promotions can contribute to a person’s happiness at work, satisfaction is not simply a result of this kind of “outside-in” reward system. Over time, these tiny moments of emotion on the job can influence a person’s job satisfaction. Alternatively, if you were unfairly reprimanded by your manager, the negative emotions you experience may cause you to withdraw from work or to act mean toward a coworker. Your action would be an affect-driven behavior (Fisher, 2002). ![]() For instance, you might volunteer to help a colleague on a project you weren’t planning to work on before. Studies have found that the positive feelings resulting from work experience may inspire you to do something you hadn’t planned to do before. If that coworker is your boss, you might feel proud as well. As a result of this pleasant, if unexpected experience, you may feel happy and surprised. According to Affective Events Theory, six emotions are affected by events at work.įor example, imagine that a coworker unexpectedly delivers your morning coffee to your desk. ![]()
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