The regulation of emotions, life satisfaction, and burnout in post office service-job employees"

Breve descrizione dei contenuti (Abstract) The study was conducted with post-office employees. The results - replicated in parallel studies (Zammuner & Canato 2000; Zammuner 2000) - indicate that Emotional Labour ‘activates’ a complex net of direct and indirect links with variables that altogether define how employees feel toward their own work (e.g., job involvement), as well as towards life (i.e., what kind of emotions they are most likely to feel, how satisfied they are with their life). Personal and organizational variables were also shown to be relevant in defining several aspects of employees’ ‘functioning’, at the Personal and organizational level. Emotional Labour ought thus to be considered a relevant component of service job-roles, a component that, because of its complex positive and negative consequences, needs to be taken into consideration by any organization that cares both for service quality, and for its employees’ psychophysical well-being.