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Trabalho emocional em contacto direto com o cliente: um estudo exploratório em estágios na hotelaria
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Advisor(s)
Abstract(s)
Na última década a literatura tem revelado um interesse crescente sobre o trabalho emocional realizado pelos empregados que contactam diretamente com os clientes quando confrontados com regras de apresentação emocional definidas pelas entidades hoteleiras. Os estudos efetuados nesta área têm recorrido essencialmente a metodologia quantitativa. O presente estudo versa sobre estudantes universitários que realizaram um estágio no setor hoteleiro em departamentos que implicam um contacto direto com o cliente. O objetivo do estudo consiste em comparar as expetativas e a realidade praticada sobre trabalho emocional, as regras de apresentação emocional e a perceção do impacto do trabalho emocional no cliente. Foram realizadas 10 entrevistas a estudantes que efetuaram este tipo de estágio em unidades hoteleiras. Os principais resultados sugerem a existência de diferenças entre as expetativas e a realidade praticada. Os participantes recorreram a estratégias de trabalho emocional perante a obrigatoriedade da demonstração de determinadas emoções, que implicou uma mascarização emocional que fez com que estes sofressem custos ao nível do seu bem-estar psicológico. Da mesma forma foi possível averiguar que existe uma comunicação precária entre a entidade e os empregados em relação à comunicação explícita das regras, destacando-se a falta de formação adequada nesta área.
In the last decade the literature has revealed a growing interest in the emotional work performed by employees who directly contact with clients when faced with emotional display rules defined by the hotel entities. The studies carried out in this area have essentially focused on the quantitative methodology. The present study is about university students who did an internship in the hotel sector in departments that imply direct contact with the client. The purpose of the study is to compare the expectations and the reality practiced about emotional work, the emotional display rules and the perception of the impact of emotional work on the client. Ten interviews were carried out with students who carried out this type of internship in hotel units. The main results suggest the existence of differences between the expectations and the reality practiced. Participants used emotional regulation strategies to demonstrate certain emotions, which implied an emotional masking that caused them to suffer costs in terms of their psychological well-being. In the same way, it was possible to verify that there is a precarious communication between the entity and the employees in relation to the explicit communication of the rules, highlighting the lack of adequate training in this area.
In the last decade the literature has revealed a growing interest in the emotional work performed by employees who directly contact with clients when faced with emotional display rules defined by the hotel entities. The studies carried out in this area have essentially focused on the quantitative methodology. The present study is about university students who did an internship in the hotel sector in departments that imply direct contact with the client. The purpose of the study is to compare the expectations and the reality practiced about emotional work, the emotional display rules and the perception of the impact of emotional work on the client. Ten interviews were carried out with students who carried out this type of internship in hotel units. The main results suggest the existence of differences between the expectations and the reality practiced. Participants used emotional regulation strategies to demonstrate certain emotions, which implied an emotional masking that caused them to suffer costs in terms of their psychological well-being. In the same way, it was possible to verify that there is a precarious communication between the entity and the employees in relation to the explicit communication of the rules, highlighting the lack of adequate training in this area.
Description
Keywords
Gestão emocional Regras de apresentação emocional Estratégias de trabalho emocional Formação Estágios