20.500.12556/RUL-5633 "We're out to make you smile". Emocionalno delo v storitvenih organizacijah Emocionalno delo je nova oblika dela, ki temelji na profesionalnem urejanju čustev v javni sferi zaposlitve. Značilna je predvsem za delovna mesta v storitvenih dejavnostih, ki vključujejo delo z ljudmi. Posebna različica emocionalnega dela so storitve z nasmehom, ki predstavljajo neločljiv del popolnega poslovanja s strankami. V zaostrenih pogojih sodobnih tržnih gospodarstev postaja nasmeh, t.j. prodaja čustev, eno temeljnih konkurenčnih pravil in strategij. Na delovnih mestih z visokim deležem emocionalnega dela prevladuje ženska delovna sila. Kljub družbeni koristnosti,je emocionalno delo pogosto nepriznano in podcenjeno. Pod določenimi pogoji ima negativne psihološke učinke, t.i. emocionalnim delavcem pa lahko prinaša tudi psihološke nagrade. V Sloveniji se povečuje delež zaposlenih, ki opravljajo storitvene poklice, kar odpira vprašanje emocionalnega dela tudi pri nas. Zaznati je mogoče vse večje prizadevanje storitvenih podjetij, pa tudi države, po zagotavljanju kakovostnih storitev z namenom povečevanja zadovoljstva odjemalcev storitev. Storitve z nasmehom so sestavni del (uspešnega) poslovanja podjetja McDonald's oz. McDonald's Slovenija in vodilne trgovske verige na slovenskem trgu, Mercatorja. Emotional work is a new form of work based on a professional management of emotions in a public (employment) sphere. It is especially characteristic for the service sector, which includes labour with people. A particular version of emotional work is the so-called service with a smile, representing an inseparable part of ideal business. Under the intense conditions of modern market economies, a smile, i.e. selling emotions, becomes one of the main competitive rules and strategies. Services that require a great share of emotional work are predominated by a female labour force. Despite its social usefulness the emotional work often remains unacknowledged and underestimated.Under certain circumstances it has negative psychological effects, while it may bring some psychological rewards to the so-called 'emotional workers'. A share of the employed in the service sector is increasing in Slovenia, raising a question of emotional work here as well. It is possible to detect increased endeavours of the service companies, as well as the state, to offer qualitative services in order to increase the customers' contentment. Services with a smile are a constituent part of the (successful) business of McDonald's or McDonald's Slovenija and the leading commercial network in Slovenian market - Mercator. storitveni sektor ženske service sector women true false false Slovenski jezik Slovenski jezik Delo ni kategorizirano 2014-07-11 12:48:41 2014-07-11 12:48:41 2022-04-23 03:40:37 0000-00-00 00:00:00 2002 0 0 Str. 49-80 št.1 Let. 39 januar/februar 2002 0000-00-00 NiDoloceno NiDoloceno NiDoloceno 0000-00-00 0000-00-00 0000-00-00 159.942 0040-3598 21049693 http://dk.fdv.uni-lj.si/tip/tip20021Sadl2.PDF 1 https://repozitorij.uni-lj.si/Dokument.php?lang=slv&id=5633 Fakulteta za družbene vede 0 0 0