Conflictos y consecuencias éticas de la labor emocional: Implicaciones para la psicología industrial/organizacional
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Publicado
2024-01-17
Anthony Matos Melo
Tania García Ramos
https://orcid.org/0009-0000-9849-3699
Resumen
El estudio de la labor emocional (LE) ha cobrado relevancia en las últimas cuatro décadas. No obstante, el campo de la Psicología Industrial/Organizacional (PIO) ha brindado poca atención a este fenómeno desde el lente del conflicto organizacional y la ética. El propósito de este artículo es reflexionar sobre la LE, los conflictos y las consecuencias éticas que esta puede generar. Para cumplir estos objetivos, realizamos una revisión crítica de la literatura desde tres ejes temáticos: labor emocional, LE y conflictos organizacionales, y las consecuencias éticas de la LE para la PIO. Como parte de los resultados, identificamos y discutimos conflictos individuales, organizacionales y sociales que surgen a raíz de la LE. También, elaboramos un marco teórico que integra propuestas de tres autorías sobre la LE, los distintos niveles de conflictos identificados y posibles consecuencias. Finalmente, problematizamos el lugar de la LE en el sistema socioeconómico actual y el quehacer de la PIO en este escenario. Concluimos que es nuestra responsabilidad como profesionales de la PIO cuestionar la LE y sus consecuencias éticas e identificamos alternativas que contribuyan a la prevención y atención de conflictos que esta genera.
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Keywords
Conflicto organizacional, Ética, Labor emocional, Psicología Industrial/Organizacional, Regulación emocional
References
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Andela, M., Truchot, D., & Borteyrou, X. (2015). Emotional Labour and Burnout : Some
Methodological Considerations and Refinements. Canadian Journal of Behavioural Science/ Revue Canadienne Des Sciences Du Comportements, 47(4), 321–332. https://doi.org/10.1037/cbs0000024
Barry, B., Olekalns, M., & Rees, L. (2019). An ethical analysis of emotional labor. Journal of Business Ethics, 160(1), 17-34. https://doi.org/10.1007/s10551-018-3906-2
Bermeo-Yaffar, F., Hernández-Mosqueda, & Tobón- Tobón, S. (2016). Análisis documental de la V heurística mediante la cartografia conceptual. Ra Ximhai, 12(6), 103-121.
Fink, A. (2014). Conducting research literature reviews: from the internet to paper. SAGE.
García-Ramos, T., Díaz-Juarbe, R. O., & Santiago-Estrada, S. (2013). Historicidad crítica de la psicología industrial/organizacional: hacia una nueva psicología del trabajo y las organizaciones. Psicología desde el Caribe, 30(1), 146–176.
Glomb, T. M., Kammeyer-Mueller, J. D., & Rotundo, M. (2004). Emotional Labor Demands and Compensating Wage Differentials. Journal of Applied Psychology, 89(4), 700–714. https://doi.org/10.1037/0021-9010.89.4.700
Gracia, E., Ramos, J., & Moliner, C. (2014). El trabajo emocional desde una perspectiva
clarificadora tras treinta años de investigación. Universitas Psychologica, 13(4), 1517–1529. https://doi.org/10.11144/Javeriana.UPSY13-4.tepc
Grandey, A. A. (2000). Emotional regulation in the workplace: A new way to conceptualize
emotional labor. Journal of Occupational Health Psychology, 5(1), 95–110. https://doi.org/10.1037/1076-8998.5.1.95
Grandey, A. A., Dickter, D. N., & Sin, H. (2004). The customer is not always right: Customer aggression and emotion regulation of service employees. Journal of Organizational Behavior, 25(3), 397-418. https://doi.org/10.1002/job.252
Grandey, A. A., Diefendorff, J. M., & Rupp, D. E. (Eds.). (2013). Organization and
management.Emotional labor in the 21st century: Diverse perspectives on emotion regulation at work. Routledge/Taylor & Francis Group.
Grandey, A. A., & Gabriel, A. S. (2015). Emotional Labor at a Crossroads: Where Do We Go from Here? Annual Review of Organizational Psychology and Organizational Behavior, 2(1), 323–349. https://doi.org/10.1146/annurev-orgpsych-032414-111400
Grandey, A. A., & Melloy, R. C. (2017). The State of the Heart: Emotional Labor as Emotion Regulation Reviewed and Revised. Journal of Occupational Health Psychology, 22(3), 407–422. https://doi.org/10.1037/ocp0000067
Grandey, A. A., Rupp, D., & Brice, W. N. (2015). Emotional labor threatens decent work: A proposal to eradicate emotional display rules. Journal of Organizational Behavior, 36(6), 770–785. https://doi.org/10.1002/job.2020
Gross, J. (1998a). Antecedent- and response-focused emotion regulation: Divergent
consequences for experience, expression, and physiology. Journal of Personality and
Social Psychology, 74(1), 224-237.
Gross, J. (1998b). The emerging field of emotion regulation: an integrative review. Review of General Psychology: 2(3), 271-299
Gross, J. J. (2015). Emotion regulation: Current status and future prospects. Psychological Inquiry, 26(1), 1-26. https://doi.org/10.1080/1047840X.2014.940781
Harvey, D. (2014). 17 contradicciones y el fin del capitalismo. Instituto de Altos Estudios Nacionales del Ecuador (IAEN).
Hochschild, A. R. (1983). The managed heart: Commercialization of human feeling. University of California Press.
Hülsheger, U. R., & Schewe, A. F. (2011). On the costs and benefits of emotional labor: A meta-analysis of three decades of research. Journal of Occupational Health Psychology, 16(3), 361–389. https://doi.org/10.1037/a0022876
Humphrey, R. H., Ashforth, B. E., & Diefendorff, J. M. (2015). The bright side of emotional labor. Journal of Organizational Behavior, 36(6), 749–769. https://doi.org/10.1002/job.2019
Kammeyer-Mueller, J. D., Rubenstein, A. L., Long, D. M., Odio, M. A., Buckman, B. R., Zhang, Y., & Halvorsen-Ganepola, M. D. K. (2013). A Meta-Analytic Structural Model of Dispositonal Affectivity and Emotional Labor. Personnel Psychology, 66(1), 47–90. https://doi.org/10.1111/peps.12009
Kemper, T. (1984) Power, status, and emotions: a sociological contribution to a psycho-physiological domain. In Scherer, K. and Ekman, P. (eds), Approaches to Emotion (pp. 369-84). Erlbaum.
Lefkowitz, J. (2008). To prosper, organizational psychology should... expand the values of organizational psychology to match the quality of its ethics. Journal of Organizational Behavior, 29(4), 439–453. https://doi.org/10.1002/job.527
Lefkowitz, J. (2021). Forms of ethical dilemmas in industrial-organizational psychology.
Industrial and Organizational Psychology, 14(3), 297–319. https://doi.org/10.1017/iop.2021.65
Mallory, D., & Rupp. (2016). Focusing in on the Emotion Laborer: Emotion Regulation at Work. In Handbook of self-regulation: Research, theory, and applications (2nd ed.). (pp. 1–36). http://libproxy2.usouthal.edu/login url=http://search.ebscohost.com/login.aspx?direct=true&db=psyh&AN=2010-24692-000&site=ehost-live
Mann, S. (1997). Emotional labour in organizations. Leadership & Organization Development Journal, 18(1), 4-12. https://doi.org/10.1108/01437739710156231
Mesmer-Magnus, J. R., DeChurch, L., & Wax, A. (2012). Moving emotional labor beyond
surface and deep acting: A discordance-congruence perspective. Organizational Psychology Review, 2(March 2016), 6–53. https://doi.org/10.1177/2041386611417746
Nieto-Calleja, R. (2017). Trabajos emocionales y labores afectivas. Alteridades, 27(53), 35-46. http://www.scielo.org.mx/scielo.php?script=sci_arttext&pid=S0188
70172017000100035&lng=es&tlng=es.
Omisore, B.O., & Abiodun, A.R. (2014). Organizational Conflicts: Causes, Effects and
Remedies. International Journal of Academic Research in Economics and Management Sciences, 3(6), 118–137.
Rose, N. (1999) Governing the Soul: The Shaping of the Private Self (2nd ed). Free Association Books.
Smith, P., & Lorentzon, M. (2005). Is emotional labour ethical? Nursing Ethics, 12(6), 638-642. https://doi.org/10.1191/0969733005ne833xx
Smithey, I., & Barry, B. (2009). Managed hearts and wallets: Ethical issues in emotional
influence by and within organizations. Business Ethics Quarterly, 19(2), 155-191. https://doi.org/10.5840/beq200919210
Syed, J. (2008). From transgression to suppression: Implications of moral values and societal norms on emotional labour. Gender, Work, and Organization, 15(2), 182-201. https://doi.org/10.1111/j.1468-0432.2007.00356.x
Wharton, A. S. (2009). The sociology of emotional labor. Annual Review of Sociology, 35(1),
147-165. https://doi.org/10.1146/annurev-soc-070308-115944
Wharton, A. S., & Erickson, R. J. (1993). Managing emotions on the job and at home:
Understanding the consequences of multiple emotional roles. The Academy of Management Review, 18(3), 457–486. https://doi.org/10.2307/258905
Zapf, D. (2002). Emotion work and psychological well-being: A review of the literature and some conceptual considerations. Human Resource Management Review, 12(2), 237–268. https://doi.org/10.1016/S1053-4822(02)00048-7
Zapf, D., Kern, M., Tschan, F., Holman, D., & Semmer, N. K. (2021). Emotion work: a work psychology perspective. Annual Review of Organizational Psychology and Organizational Behavior, 8(1), 139–172. https://doi.org/10.1146/annurev-orgpsych-012420-062451
Andela, M., Truchot, D., & Borteyrou, X. (2015). Emotional Labour and Burnout : Some
Methodological Considerations and Refinements. Canadian Journal of Behavioural Science/ Revue Canadienne Des Sciences Du Comportements, 47(4), 321–332. https://doi.org/10.1037/cbs0000024
Barry, B., Olekalns, M., & Rees, L. (2019). An ethical analysis of emotional labor. Journal of Business Ethics, 160(1), 17-34. https://doi.org/10.1007/s10551-018-3906-2
Bermeo-Yaffar, F., Hernández-Mosqueda, & Tobón- Tobón, S. (2016). Análisis documental de la V heurística mediante la cartografia conceptual. Ra Ximhai, 12(6), 103-121.
Fink, A. (2014). Conducting research literature reviews: from the internet to paper. SAGE.
García-Ramos, T., Díaz-Juarbe, R. O., & Santiago-Estrada, S. (2013). Historicidad crítica de la psicología industrial/organizacional: hacia una nueva psicología del trabajo y las organizaciones. Psicología desde el Caribe, 30(1), 146–176.
Glomb, T. M., Kammeyer-Mueller, J. D., & Rotundo, M. (2004). Emotional Labor Demands and Compensating Wage Differentials. Journal of Applied Psychology, 89(4), 700–714. https://doi.org/10.1037/0021-9010.89.4.700
Gracia, E., Ramos, J., & Moliner, C. (2014). El trabajo emocional desde una perspectiva
clarificadora tras treinta años de investigación. Universitas Psychologica, 13(4), 1517–1529. https://doi.org/10.11144/Javeriana.UPSY13-4.tepc
Grandey, A. A. (2000). Emotional regulation in the workplace: A new way to conceptualize
emotional labor. Journal of Occupational Health Psychology, 5(1), 95–110. https://doi.org/10.1037/1076-8998.5.1.95
Grandey, A. A., Dickter, D. N., & Sin, H. (2004). The customer is not always right: Customer aggression and emotion regulation of service employees. Journal of Organizational Behavior, 25(3), 397-418. https://doi.org/10.1002/job.252
Grandey, A. A., Diefendorff, J. M., & Rupp, D. E. (Eds.). (2013). Organization and
management.Emotional labor in the 21st century: Diverse perspectives on emotion regulation at work. Routledge/Taylor & Francis Group.
Grandey, A. A., & Gabriel, A. S. (2015). Emotional Labor at a Crossroads: Where Do We Go from Here? Annual Review of Organizational Psychology and Organizational Behavior, 2(1), 323–349. https://doi.org/10.1146/annurev-orgpsych-032414-111400
Grandey, A. A., & Melloy, R. C. (2017). The State of the Heart: Emotional Labor as Emotion Regulation Reviewed and Revised. Journal of Occupational Health Psychology, 22(3), 407–422. https://doi.org/10.1037/ocp0000067
Grandey, A. A., Rupp, D., & Brice, W. N. (2015). Emotional labor threatens decent work: A proposal to eradicate emotional display rules. Journal of Organizational Behavior, 36(6), 770–785. https://doi.org/10.1002/job.2020
Gross, J. (1998a). Antecedent- and response-focused emotion regulation: Divergent
consequences for experience, expression, and physiology. Journal of Personality and
Social Psychology, 74(1), 224-237.
Gross, J. (1998b). The emerging field of emotion regulation: an integrative review. Review of General Psychology: 2(3), 271-299
Gross, J. J. (2015). Emotion regulation: Current status and future prospects. Psychological Inquiry, 26(1), 1-26. https://doi.org/10.1080/1047840X.2014.940781
Harvey, D. (2014). 17 contradicciones y el fin del capitalismo. Instituto de Altos Estudios Nacionales del Ecuador (IAEN).
Hochschild, A. R. (1983). The managed heart: Commercialization of human feeling. University of California Press.
Hülsheger, U. R., & Schewe, A. F. (2011). On the costs and benefits of emotional labor: A meta-analysis of three decades of research. Journal of Occupational Health Psychology, 16(3), 361–389. https://doi.org/10.1037/a0022876
Humphrey, R. H., Ashforth, B. E., & Diefendorff, J. M. (2015). The bright side of emotional labor. Journal of Organizational Behavior, 36(6), 749–769. https://doi.org/10.1002/job.2019
Kammeyer-Mueller, J. D., Rubenstein, A. L., Long, D. M., Odio, M. A., Buckman, B. R., Zhang, Y., & Halvorsen-Ganepola, M. D. K. (2013). A Meta-Analytic Structural Model of Dispositonal Affectivity and Emotional Labor. Personnel Psychology, 66(1), 47–90. https://doi.org/10.1111/peps.12009
Kemper, T. (1984) Power, status, and emotions: a sociological contribution to a psycho-physiological domain. In Scherer, K. and Ekman, P. (eds), Approaches to Emotion (pp. 369-84). Erlbaum.
Lefkowitz, J. (2008). To prosper, organizational psychology should... expand the values of organizational psychology to match the quality of its ethics. Journal of Organizational Behavior, 29(4), 439–453. https://doi.org/10.1002/job.527
Lefkowitz, J. (2021). Forms of ethical dilemmas in industrial-organizational psychology.
Industrial and Organizational Psychology, 14(3), 297–319. https://doi.org/10.1017/iop.2021.65
Mallory, D., & Rupp. (2016). Focusing in on the Emotion Laborer: Emotion Regulation at Work. In Handbook of self-regulation: Research, theory, and applications (2nd ed.). (pp. 1–36). http://libproxy2.usouthal.edu/login url=http://search.ebscohost.com/login.aspx?direct=true&db=psyh&AN=2010-24692-000&site=ehost-live
Mann, S. (1997). Emotional labour in organizations. Leadership & Organization Development Journal, 18(1), 4-12. https://doi.org/10.1108/01437739710156231
Mesmer-Magnus, J. R., DeChurch, L., & Wax, A. (2012). Moving emotional labor beyond
surface and deep acting: A discordance-congruence perspective. Organizational Psychology Review, 2(March 2016), 6–53. https://doi.org/10.1177/2041386611417746
Nieto-Calleja, R. (2017). Trabajos emocionales y labores afectivas. Alteridades, 27(53), 35-46. http://www.scielo.org.mx/scielo.php?script=sci_arttext&pid=S0188
70172017000100035&lng=es&tlng=es.
Omisore, B.O., & Abiodun, A.R. (2014). Organizational Conflicts: Causes, Effects and
Remedies. International Journal of Academic Research in Economics and Management Sciences, 3(6), 118–137.
Rose, N. (1999) Governing the Soul: The Shaping of the Private Self (2nd ed). Free Association Books.
Smith, P., & Lorentzon, M. (2005). Is emotional labour ethical? Nursing Ethics, 12(6), 638-642. https://doi.org/10.1191/0969733005ne833xx
Smithey, I., & Barry, B. (2009). Managed hearts and wallets: Ethical issues in emotional
influence by and within organizations. Business Ethics Quarterly, 19(2), 155-191. https://doi.org/10.5840/beq200919210
Syed, J. (2008). From transgression to suppression: Implications of moral values and societal norms on emotional labour. Gender, Work, and Organization, 15(2), 182-201. https://doi.org/10.1111/j.1468-0432.2007.00356.x
Wharton, A. S. (2009). The sociology of emotional labor. Annual Review of Sociology, 35(1),
147-165. https://doi.org/10.1146/annurev-soc-070308-115944
Wharton, A. S., & Erickson, R. J. (1993). Managing emotions on the job and at home:
Understanding the consequences of multiple emotional roles. The Academy of Management Review, 18(3), 457–486. https://doi.org/10.2307/258905
Zapf, D. (2002). Emotion work and psychological well-being: A review of the literature and some conceptual considerations. Human Resource Management Review, 12(2), 237–268. https://doi.org/10.1016/S1053-4822(02)00048-7
Zapf, D., Kern, M., Tschan, F., Holman, D., & Semmer, N. K. (2021). Emotion work: a work psychology perspective. Annual Review of Organizational Psychology and Organizational Behavior, 8(1), 139–172. https://doi.org/10.1146/annurev-orgpsych-012420-062451
Cómo citar
Conflictos y consecuencias éticas de la labor emocional: Implicaciones para la psicología industrial/organizacional. (2024). Revista Puertorriqueña De Psicologia, 34(3), 368-383. https://doi.org/10.55611/reps.3403.06
Sección
Artículo de investigación
Si se acepta un trabajo para su publicación, los derechos de impresión y de reproducción por cualquier forma y medio son de la Asociación de Psicología de Puerto Rico (APPR), que no rechazará cualquier petición razonable por parte de los autores para obtener el permiso de reproducción de sus contribuciones. Debe adjuntarse una carta tipo de cesión de derechos. Se entiende que las opiniones expresadas en los artículos son de responsabilidad exclusiva de los autores y no comprometen la opinión y política científica de la Revista ni de la APPR. Igualmente, las actividades descritas en los trabajos publicados estarán de acuerdo con los criterios de ética, tanto por lo que se refiere a los trabajos con humanos como a la experimentación animal, así como en todo lo relativo a la ética profesional.
Cómo citar
Conflictos y consecuencias éticas de la labor emocional: Implicaciones para la psicología industrial/organizacional. (2024). Revista Puertorriqueña De Psicologia, 34(3), 368-383. https://doi.org/10.55611/reps.3403.06