感情労働についての研究動向

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Mental health in workers has become a significant social problem in Japan since annual suicides exceeded 30,000 in 1997. Emotional labour (EL), first introduced by the sociologist Arlie Hochschild in 1983, is a form of emotional regulation wherein workers are expected to display certain emotions as part of their job especially in human service providers. This review article outlined several conceptualizations of EL proposed during the past three decades. While the concept of EL originated in USA has spread into European countries, then to Japan in the beginning of the 21 centuries, several inventories that assess EL have been developed. The most famous inventory, "Frankfurt Emotion Work Scale", has been employed to investigate the relations between EL and occupational maladjustment including burnouts. In Japan, Katayama et al. developed "Emotional Labour Scale for Nurses", consisting of five subscales. However, this five-factor structure was not confirmed by the other studies. Most of the early studies focused exclusively on its negative aspects because EL was involved with stress related health problems, burnouts or employee turnover. However, recent papers have reported that EL has positive aspects as well. EL may increase job satisfaction, a sense of achievement, and a sense of unity with their clients. Lastly, most of the studies on EL failed to consider perspective from the customers. Although a social interaction model hypothesized by Cote (2002) might explain the effects of customers' response, empirical research supporting this model has not yet been conducted. Future study should elucidate relationship with interactions between workers and customers, as well as with intra-individual factors including gender and wages.

感情労働についての研究動向

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