Palavras-chave
definição conceitual
mensuração
revisão integrativa
Como Citar
Resumo
Desde que o trabalho emocional (TE) foi descrito em 1979, cresceu o número de teorias e de medidas para estudar esse fenômeno. O objetivo desta revisão integrativa foi sistematizar e analisar criticamente o estado de arte da produção teórica e de medidas sobre TE entre 1979 e junho de 2022. Setenta e oito trabalhos foram selecionados de 222 inicialmente identificados. Os resultados apontaram dois aspectos teóricos principais para sua definição e mensuração: como um fenômeno que ocorre no âmbito interno do indivíduo e como expressão de seu comportamento emocional. Uma das principais conclusões é que as teorias e as medidas revisadas não contemplam, simultaneamente, os três componentes propostos inicialmente pelo modelo de Hochschild (1983/2003) para caracterizar o TE (demandas, estratégias e desempenho emocional). Isso impõe limites à apreensão do fenômeno. As implicações para o desenvolvimento da área são discutidas.
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