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The Source of Display Rules and their Effects on Primary Health Care Professionals' Well-Being

Published online by Cambridge University Press:  10 January 2013

David Martínez-Iñigo ,
Peter Totterdell ,
Carlos Maria Alcover  and
David Holman
David Martínez-Iñigo*
Affiliation:
Universidad Rey Juan Carlos (Spain)
Peter Totterdell
Affiliation:
University of Sheffield (U.K.)
Carlos Maria Alcover
Affiliation:
Universidad Rey Juan Carlos (Spain)
David Holman
Affiliation:
University of Sheffield (U.K.)
*
Correspondence concerning this article should be addressed to David Martínez-Iñigo, Department of Social Science, University Rey Juan Carlos, Paseo Artilleros s/n Madrid, (Spain). Phone: +34 –914959208. E-mail: david.martinez@urjc.es
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Abstract

Employees‘ perceptions of the emotional requirements of their work role are considered a necessary antecedent of emotion work. The impact of these requirements on the emotions employees display, their well-being, and their clients' satisfaction has been explored in previous research. Emotional requirements have been characterized as organizationally-based expectations (e.g., Brotheridge & Lee, 2003), formal and informal organizational rules (e.g., Cropanzano, Weiss & Elias, 2004), occupational norms (e.g., Rafaeli & Sutton, 1987; Smith & Kleinman, 1989) and job-based demands (Brotheridge & Lee, 2002). Although all these definitions assume some kind of shared source for perceptions of emotional requirements, it remains unclear to what extent these different sources contribute and to what extent the requirements are shared by different units, teams and individuals in the organization. The present study analyses the perception of emotional requirements from a survey of ninety-seven Primary Health Care teams composed of general practitioners, nurses and administrative staff (N = 1057). The relative contribution of different sources of variance (team, organizational, and occupational) to perceived emotional requirements and the effects on employees’ job satisfaction and well being are examined. Results confirm the relevance of the source and show the contribution of emotional demands to prediction of emotional exhaustion and job satisfaction levels.

La percepción de demandas emocionales asociadas al rol laboral es una condición necesaria para que tenga lugar el trabajo emocional. La investigación precedente ha explorado el impacto que este tipo de demandas sobre la expresión emocional de los empleados tiene sobre su bienestar y sobre la satisfacción de los clientes. Las demandas emocionales han sido caracterizadas como expectativas organizacionales (p.ej., Brotheridge & Lee, 2003), reglas organizacionales informales y formales (p.ej., Cropanzano, Weiss & Elias, 2004), normas propias de una profesión u ocupación (p.ej., Rafaeli & Sutton, 1987; Smith & Kleinman, 1989) y como demandas ligadas al puesto (Brotheridge & Lee, 2002). A pesar de que todas estas definiciones asumen que la percepción que un empleado tiene de las demandas emocionales no es única, sino compartida como consecuencia de un origen común (la organización, el grupo profesional o el puesto), todavía no ha sido explorado en qué medida cada una de las fuentes propuestas contribuyen a crear esas demandas ni hasta qué punto la percepción de las mismas es compartida por las diferentes unidades, equipos e individuos que integran una organización. El estudio analiza la percepción de demandas emocionales en una muestra de noventa y siete Centros de Salud en Atención Primaria compuestos por Médicos de Familia, Diplomados Universitarios en Enfermería y Auxiliares Administrativos (N=1057). Los análisis realizados determinan la contribución relativa de las diferentes fuentes de variación (equipo, ocupación y organización) a la percepción de demandas emocionales y la asociación de dicha percepción con los niveles de satisfacción y bienestar laboral. Los resultados confirman la relevancia de las fuentes propuestas y la contribución significativa de las demandas emocionales a la predicción del agotamiento emocional y la satisfacción laboral.

Keywords

display rulesemotional laborprimary careemotional exhaustionburnoutjob satisfactionreglas de expresióntrabajo emocionalatención primariaagotamiento emocionalsatisfacción laboral
Type
Research Article
Information
The Spanish Journal of Psychology , Volume 12 , Issue 2 , November 2009 , pp. 618 - 631
Copyright
Copyright © Cambridge University Press 2009

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