A study of organized support systems for emotional labor of service workers

2016 Fiscal Year Final Research Report

• Project/Area Number: 25590082
• Research Category: Grant-in-Aid for Challenging Exploratory Research
• Allocation Type: Multi-year Fund
• Research Field: Management
• Research Institution: Bunri University of Hospitality
• Principal Investigator: Tamura Hisako 西武文理大学, サービス経営学部, 教授 (00458598)
• Project Period (FY): 2013-04-01 – 2017-03-31
• Keywords: 感情労働 / 組織的支援 / 精神的健康 / ホスピタリティ

Outline of Final Research Achievements

The objective of this study is to investigate and analyze the framework of organized support systems, for all occupations available, which facilitate hospitable service workers in undertaking emotional labor while keeping their minds’healthy，from the viewpoint of management theory．
As the result of this study, the three-layered organized support systems model was built with effective functions to manage emotional labor involving psychological influence. In addition, the study revealed practical methods　promoting the support systems.

Free Research Field

経営組織論　　サービス・マネジメント　感情労働