The paper "Service with a Smile and Contemporary Attitudes of Emotion in the Workplace" is a great example of management coursework. Emotion is a complex feelings state which is associated with overt behaviours and physiological arousal (Gopinath 2011). It is mainly expressive in nature because a person who is emotional in moved. Whenever people attempt to attain happiness or avoid irritation, the motivation to behave so is significantly influenced by emotions. Every organization has its own rules explaining the type of emotions employees should display and the degree to which these emotions should be expressed in the workplace.
In a customer service environment, ‘ service with a smile’ is emphasized and is treated as a key requirement of the job as it is found to increase customer satisfaction, and customer loyalty (Barger and Grandey 2005). Therefore, some emotions, more so when applied at an inappropriate time is, likely to lead to low employee performance. However, this does not rule out the fact that employees display their own emotions in the workplace and when studying Organizational behaviour the role of employee emotions at work can not be ignored (Hume 2005).
This paper uses Affective Events Theory (AET) to explore how ‘ service with a smile’ tells us about contemporary attitudes of emotion in the workplace. According to Hume (2005), affective events theory suggests that events in the workplace make employees display certain emotional reactions, which eventually influences attitudes and behaviours displayed by such employees in the workplace. (See the illustration in Figure 1). Ideally, emotions are an essential part of peoples’ lives, particularly in their work lives. AET increases the understanding of the connection between emotions job performance and satisfaction.
It begins by recognizing that emotions expressed by employees occur due to the various responses they encounter in the work environment. The work environment involves things, such as job demands, a variety of tasks, need to express emotional labor and degree of autonomy. Through such environment, work events are created and they can be uplifts, hassles, or both. Uplifting events are characterized by receiving recognition, getting support from other employees and meeting goals (Basch and Fisher 2000). However, hassles are people who do not accept conflicting directions from various managers and are not willing to carry their share of work. Normally, various work events prompt either positive or negative emotional reactions among employees, such as smiling when attending to customers.
However, their personalities and moods may hinder the intensity of their responsibility to work events (Fineman 2000). For example, employees who have low emotional stability may tend to react strongly to work events that are negative. Equally, their mood explains the fact that their affect cycle would always fluctuate. This means that emotional response by employees towards any given event in the workplace is prone to change depending on the mood (Hume 2005).
Therefore, emotional reactions, such as smiling influence affect-driven behaviour and work attitudes, such as loyalty, commitment and job satisfaction. Work attitudes are considered to have long-term effects in the contemporary workplace. For example, employees may decide to quit their job or participate systematically in pro-social behaviours (Fineman 2000). They may also participate in productive work depending on how they are treated by their colleagues and managers. Emotions experienced by employees are influenced by personal dispositions, such as trait affect or emotional intelligence (Ashkanasy and Daus 2002).
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