Cross-national validation of the resources depletion-recovery modelan empirical study of Spanish and British theme park employees

  1. Quiñones García, Cristina 1
  2. Rodríguez Carvajal, Raquel 2
  3. Griffiths, Mark D. 3
  4. Clarke, Nicholas 4
  1. 1 Open University
    info

    Open University

    Milton Keynes, Reino Unido

    ROR https://ror.org/05mzfcs16

  2. 2 Universidad Autónoma de Madrid
    info

    Universidad Autónoma de Madrid

    Madrid, España

    ROR https://ror.org/01cby8j38

  3. 3 Nottingham Trent University
    info

    Nottingham Trent University

    Nottingham, Reino Unido

    ROR https://ror.org/04xyxjd90

  4. 4 University of Southampton
    info

    University of Southampton

    Southampton, Reino Unido

    ROR https://ror.org/01ryk1543

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Revue:
Aloma: revista de psicologia, ciències de l'educació i de l'esport

ISSN: 1138-3194

Année de publication: 2015

Volumen: 33

Número: 2

Pages: 107-117

Type: Article

DOI: 10.51698/ALOMA.2015.33.2.107-117 DIALNET GOOGLE SCHOLAR lock_openAccès ouvert editor

D'autres publications dans: Aloma: revista de psicologia, ciències de l'educació i de l'esport

Objectifs de Développement Durable

Résumé

L�actuació superficial (AS) es defineix com una estratègia en què els empleats de cara al públic amaguen les seves veritables emocions i simulen les emocions que s�esperen d�ells en els seus papers d�atenció al client. Encara que és veritat que investigadors anteriors s�han associat l�actuació superficial amb l�esgotament laboral, l�evidència col·leccionada de moment suggereix que aquesta relació pot ser indirecta. Basat en la Teoria de la Conservació de Recursos, es va plantejar la hipòtesi que l�efecte cumulat de l�esforç emocional i la manca d�interaccions gratificants amb els clients, provocats pel recurs a AS, explicarien l�associació forta entre AS i esgotament laboral (Estudis 1 i 2). A més, basat en la literatura psicològica sobre la recuperació, es va plantejar la hipòtesi que l�esforç requerit per AS determinaria en menor grau l�esgotament dels empleats de cara al públic en els casos en què s�atribuïen nivells més alts de capacitat de recuperació que en els casos de nivells més baixos (Estudi 2). Es va emprar un model transnacional i transversal, i els participants van ser empleats de parcs temàtics del Regne Unit (Estudi 1, NUK = 204) i Espanya (Estudi 2, NSpain = 211). Es va trobar evidència del paper explicatiu de l�esforç emocional i les interaccions gratificants, i es va confirmar l�efecte amortidor de la capacitat per a la recuperació. Es comenten les estratègies dissenyades per minimitzar el risc d�esgotament laboral per als empleats que treballen de cara al públic en aquests països.

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