Abstract
The emotional component in occupational health is determined as a direct influence on the development of the worker’s functions and the development of the task [1].
The control of emotions in the worker, become an over-effort for daily work and constitutes a situation of cumulative attrition that triggers alterations, mainly of a psycho-emotional nature.
Because of this, it is important to evaluate the conditions that trigger alterations caused by emotional work in workers who carry out their work activity in the provision of health services in Colombia.
Methods, mixed study with descriptive scope of situations that affect the health of these workers. Population of 250 workers of 22 health units in Bogotá. Use of instrument battery for the evaluation of psychosocial risk factors. Levels of reliability in the questionnaires; intra-work of 0.957 and stress 0.83.
For emotional work, 90% report verbal abuse by users.
Access this chapter
Tax calculation will be finalised at checkout
Purchases are for personal use only
Similar content being viewed by others
References
López, L., González, J., Blandón, A.: Trabajo emocional: conceptos y características1Revisión de literatura. Civilizar Cienc. Soc. Humanas. 18, 103–114 (2018). http://doi.org/10.22518/usergioa/jour/ccsh/2018.2/a08
Garcia, E., Ramos, J., Moliner, C.: El Trabajo Emocional desde una perspectiva clarificadora tras treinta años de investigación. Univ. Valencia Esp. 13, 1517–1529 (2014). https://doi.org/10.11144/Javeriana.UPSY13-4.tepc
OMS: Salud mental: fortalecer nuestra respuesta (2018). http://www.who.int/es/news-room/fact-sheets/detail/mental-health-strengthening-our-response
Noon, M., Blyton, P., Morrell, K.: The Realities of Work: Experiencing Work and Employment in Contemporary Society (2013)
Sutton, R., Rafaeli, A.: Untangling the relationship between displayed emotions and organizational sales: the case of convenience stores. Acad. Manage. J. 31, 461–487 (1998). http://doi.org/10.2307/256456
Ashkanasy, N., Daus, C.: The challenge of managing emotions in the workplace (2015)
Marín, C., Piñeros, O.: The organization, the human resource and the mobbing. Findings in Colombia. In: 9th International Conference on Applied Human Factors and Ergonomics. AHFE 2018, Orlando Fla, USA. Advances in Intelligent Systems and Computing (2018). https://doi.org/10.1007/978-3-319-94589-7
Piñeros, O., Marín, C.: Psychosocial toxicity in Colombian service companies. Adv. Soc. Occup. Ergon. 792, 421–429 (2019)
Jiun-Lan, H.: Effects of emotional labor on organizational performance in service industry (2012)
Diestel, S., Rivkin, W., Schmidt, K.: Sleep quality and self-control capacity as protective resources in the daily emotional labor process: results from two diary studies. J. Appl. Psychol. (2014). https://doi.org/10.1037/a0038373
Author information
Authors and Affiliations
Corresponding authors
Editor information
Editors and Affiliations
Rights and permissions
Copyright information
© 2021 The Editor(s) (if applicable) and The Author(s), under exclusive license to Springer Nature Switzerland AG
About this paper
Cite this paper
Piñeros, O., Marín, C. (2021). Consequences of Emotional Work in Operational Environments of Service Production in Colombia. In: Ayaz, H., Asgher, U. (eds) Advances in Neuroergonomics and Cognitive Engineering. AHFE 2020. Advances in Intelligent Systems and Computing, vol 1201. Springer, Cham. https://doi.org/10.1007/978-3-030-51041-1_56
Download citation
DOI: https://doi.org/10.1007/978-3-030-51041-1_56
Published:
Publisher Name: Springer, Cham
Print ISBN: 978-3-030-51040-4
Online ISBN: 978-3-030-51041-1
eBook Packages: Intelligent Technologies and RoboticsIntelligent Technologies and Robotics (R0)