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O que os empregados de contacto sentem com as regras de apresentação emocional: um estudo de caso
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Abstract(s)
As regras de apresentação emocional são normas ou expetativas organizacionais que indicam as emoções que devem ser expressas no desempenho de uma função (Grandey, 2003). Compreender o que sentem os colaboradores sobre a existência das regras emocionais é primordial para um ambiente de trabalho saudável e para o atendimento de qualidade. Este trabalho tem por objetivo saber o que os empregados de contacto do hotel ONJ São Lázaro sentem com as regras de apresentação emocional. Para a realização deste trabalho foi realizado um questionário que foi aplicado em uma amostra de cinco pessoas (os três empregados de contacto do hotel e dois ex-empregados de contacto da mesma unidade hoteleira). O hotel possui atualmente 3 empregados de contacto (todos foram entrevistados). A metodologia qualitativa foi utilizada no estudo, com questionário semi-estruturado. A pesquisa foi norteada através de três principais temas interligados: regras de apresentação emocional, satisfação no trabalho e trabalho emocional. Com a realização deste estudo é possível perceber a necessidade de se realizar formações mais aprofundadas sobre as regras de apresentação emocional e suas estratégias para que os empregados de contacto possam realizar atendimentos com mais qualidade. Foi observado durante a pesquisa que os empregados de contacto sabem da existência das regras de apresentação emocional, no entanto, até o momento da entrevista, desconheciam as estratégias de trabalho emocional e como estas influenciam na qualidade de seus serviços. Recomenda-se para estudos futuros que se realize a pesquisa em unidades hoteleiras maiores, que possuam mais empregados de contacto, para que haja mais riqueza e diversidade nas informações coletadas.
The emotional display rules are norms or organizational expectations that indicate the emotions that must be expressed in the performance of a function (Grandey, 2003). Understanding what employees feel about the existence of emotional rules is paramount for a healthy work environment and quality care. This work aims to know what the employees of the ONJ São Lázaro hotel feel with the emotional display rules. For the accomplishment of this work a questionnaire was applied in a sample of five people (the three contact employees of the hotel and two former contact employees from the same hotel unit). The hotel currently has 3 contact employees (all were interviewed). The qualitative methodology was used in the study, with a semi-structured questionnaire. The research was guided by three main interrelated themes: emotional display rules, job satisfaction and emotional work. With the realization of this study it is possible to perceive the need to carry out more in-depth training about the emotional display rules and their strategies so that the contact employees can provide services with more quality. It was observed during the survey that the contact employees know the existence of emotional display rules, however, until the moment of the interview, they were unaware of the strategies of emotional labor and how these influence the quality of their services. It is recommended that future studies should be carried out in larger hotel units with more employees, so that there is more wealth and diversity in the information collected.
The emotional display rules are norms or organizational expectations that indicate the emotions that must be expressed in the performance of a function (Grandey, 2003). Understanding what employees feel about the existence of emotional rules is paramount for a healthy work environment and quality care. This work aims to know what the employees of the ONJ São Lázaro hotel feel with the emotional display rules. For the accomplishment of this work a questionnaire was applied in a sample of five people (the three contact employees of the hotel and two former contact employees from the same hotel unit). The hotel currently has 3 contact employees (all were interviewed). The qualitative methodology was used in the study, with a semi-structured questionnaire. The research was guided by three main interrelated themes: emotional display rules, job satisfaction and emotional work. With the realization of this study it is possible to perceive the need to carry out more in-depth training about the emotional display rules and their strategies so that the contact employees can provide services with more quality. It was observed during the survey that the contact employees know the existence of emotional display rules, however, until the moment of the interview, they were unaware of the strategies of emotional labor and how these influence the quality of their services. It is recommended that future studies should be carried out in larger hotel units with more employees, so that there is more wealth and diversity in the information collected.
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Keywords
Regras de apresentação emocional Satisfação no trabalho Trabalho emocional