The emotional labor, rules and socialization of mediating role: The case of advertising account people

• Main Authors: Chia-Lin Yu, 于家琳
• Other Authors: Chin-Kang Jen
• Format: Others
• Language: zh-TW
• Published: 2000
• Online Access: http://ndltd.ncl.edu.tw/handle/99869088888657127853

碩士 === 國立中山大學 === 人力資源管理研究所 === 88 === The growth of service industry enhances the importance of emotion issues in organizations. In the light of increasing interest in organizational emotions, previous studies focused on how front line staffs work. However, employees who play mediating role perform more emotional labor. As Arvey, Renz and Watson (1998) suggested, it is valuable to investigate the possible moderating or mediating roles valuable. By interviewing fifteen advertising account people, this article discusses the emotional labor of advertising account people who mostly play mediating role at work. Analyzing transcriptions in a qualitative approach, this research explores the emotional rules of mediating role and how they are socialized.