Regulación Emocional

James Gross, 1998: Antecedent- and Response-Focused Emotion Regulation:
Divergent Consequences for Experience, Expression, and Physiology

-Studies such as this one demonstrated that cognitive strategies could reduce stress responses and suggested that such regulation might have benefits for psychological health.

-Although some of these hypotheses have fallen into disfavor, others have remained popular, such as the view that chronic hostility and anger inhibition may be linked to hypertension and coronary heart disease...... and inexpressiveness may accelerate cancer progression.

-The present research suggests that for negative emotions such as disgust, antecedent-focused and response-focused emotion regulation may have quite different consequences. Reappraisal led to decreased feelings of disgust, even when this strategy was foisted on participants in the context of a potent emotioneliciting film, where it might be thought there would be little room for such cognitive strategies. This suggests that reappraisal might have much to recommend it as an effective route to experiencing less negative emotion, and it may well be reappraisal and other antecedent-focused emotion regulatory strategies that theorists have in mind when espousing the positive consequences of emotion regulation for psychological health (Thayer, Newman, & McClain, 1994). By contrast, inhibiting the outward expression of negative emotion fails to provide any relief from the subjective experience of negative emotion.
These findings indicate that reappraisal may be preferable to suppression as a route to psychological well-being. But antecedent-focused emotion regulation is not itself without costs. For example, inflexible or unrealistic reappraisals might lead one to deny important features of one's environment, such as hazards at work or abusive tendencies in a partner. In such cases, the short-term benefits of relief from negative emotion would almost certainly be outweighed by the long-term costs of stifling the adaptive behavioral tendencies, such as flight, associated with negative emotions.

En este estudio logro encontrar implicaciones sobre la regulación emocional, donde se describen posibles daños a la salud de las personas con regulaciones como la supresión, donde existe una carga emocional grande.


Susan Kruml & Deanna Geddes, 2000: Exploring the Dimensions of Emotional Labor

-Emotional labor is what employees perform when they are required to feel, or at least project the appearence of, certain emotions as they engage in job-relevant interactions.

-Hochschild's assertion that emotional labor also can produce favorable results, including increased satisfaction, security, and self-esteem; increased self-efficacy and psychological well-being; decreased stress; increased task effectiveness, and increased sense of community.

Hipótesis comprobadas:

-Women are more likely to experience emotive dissonance then men
-The older workers are, the more emotive dissonance they will experience
-The more experiences (as indicated by occupational tenure) emotion laborers are, the less likely they are to experience emotive dissonance.
-The more emotional contagion workers experience, the less emotive dissonance they will experience.
-The amount of emotional display training an employee receives is not significant in predicting the amount of emotive dissonance they experience.
-The more positive is customers affect, the less emotive dissonance workers will experience.
-The more employees perceive the company emphasis to be on quality rather than quantity, the less dissonance they will experience.


Estas hipótesis corroboran todos los efectos que se tiene sobre la persona al regular de maneras que no son constructivas, de acuerdo a esto, se debe poner énfasis en los grupos de trabajo, y, tal como dice una de las hipótesis comprobadas, no es un aspecto entrenable en los trabajadores.

Markus Groth, 2009: CUSTOMER REACTIONS TO EMOTIONAL LABOR: THE ROLES
OF EMPLOYEE ACTING STRATEGIES AND CUSTOMER
DETECTION ACCURACY

Specifically, we find a significant link between employee deep acting and perceived customer orientation ( .11, p .05) in support of Hypothesis 1a, but the path between employee surface acting and perceived customer orientation is not significant, providing no support for Hypothesis 1b. The direct effect of employee deep acting on service quality is nearly as strong as the one between deep acting and perceived customer orientation ( .10), though only significant at the .10 level.

Deep acting therefore emerges as an important driver of service delivery outcomes such as perceived customer orientation and service quality. Surface acting does not exert the same positive effect, but we do not find a negative main effect on customers either.

Es decir, con este paper se puede concluir que se tiene beneficios para la empresa si se tiene personas que regulen de manera profunda. Sin embargo, la gente que regula de manera superficial no son perjudiciales para el nivel de servicio. Esto último es muy importante, ya que respalda que no es un limitante el tipo de estrategia de regulación para poder trabajar, sino que las regulaciones negativas (surface y supresión) afectan netamente al trabajador. 
Para esto último, se quiere investigar si tener en el equipo gente que regule de manera positiva (deep y amplificación) genera efectos positivos en los otros.


Referencias:

Gross, J. J. (1998). Antecedent- and Response-Focused Emotion Regulation: Divergent Consequences for Experience, Expression, and Physiology. Journal of Personality and Social Psychology, 74(1), 224–237. http://doi.org/10.1037/0022-3514.74.1.224

Groth, M., Hennig-Thurau, T., & Walsh, G. (2009). Customer reactions to emotional labor: The roles of employee acting strategies and customer detection accuracy. Academy of Management Journal, 52(5), 958–974. http://doi.org/10.5465/AMJ.2009.44634116

Kruml, S. M., & Geddes, D. (2000). Exploring the Dimensions of Emotional Labor: The Heart of Hochschild’s Work. Management Communication Quarterly, 14(1), 8–49. http://doi.org/10.1177/0893318900141002