Emotional Labour and Work-Family Conflict in Voice-to-Voice and Face-to-Face Customer Relations: A Multi-Group Study in Service Workers.

Professions that involve interaction with customers entail great emotional effort: workers are required to show emotions different from their true feeling and they experienced emotional dissonance and verbal aggression from customers. These job demands can generate discomfort and the effects of emotional labour can "expand" in other life domains. The study investigated the relationship among emotional dissonance, customer verbal aggression, affective discomfort at work and work-family conflict, considering differences between two groups of service workers: call centre agents (CA; N = 507, voice-to-voice relation with customers) and supermarket cashiers (SC; N = 444, face-to-face relation with customers).

Work-Family Organizational Support as a Predictor of Work-Family Conflict, Enrichment, and Balance: Crossover and Spillover Effects in Dual-Income Couples.

Dual-income families are challenged by several issues in terms of conciliation between the working environment, the family context and the management of children. This paper, consistently with spillover and crossover hypotheses, aimed at examining the intermediate role of work-family balance, linking on work-family organizational support, work-to-family enrichment and conflict as predictors, and on family-life satisfaction of dual-income families' both partners as final outcomes. It was expected that work-family organizational support would be related to lower work-to-family conflict and higher enrichment and, through them, with higher work-family balance; moreover, a positive association between work-family balance and family-life satisfaction of both partners was assumed.

Secondary Traumatic Stress: Relationship With Symptoms, Exhaustion, and Emotions Among Cemetery Workers.

Cemeteries workers are deserving of attention because they are exposed to various psychosocial risks: these workers are subject to painful contacts and daily exposed to a work content linked to death experiences and the emotions associated with them. Secondary trauma develops from this continuous contact with others' suffering; operators working with this type of traumatic content and dynamic could suffer from emotional disorders (Figley, 1995). Therefore, the secondary traumatic stress (STS) is seen as an occupational risk factor (Bride et al.

The Evaluation of Organizational Well-Being in An Italian Teaching Hospital Using the ANAC Questionnaire.

In Italy, the Italian National Anti-Corruption Authority (Autorità Nazionale Anti-corruzione-ANAC) has developed a questionnaire to assess the organizational well-being of employees within public agencies. The study aimed to explore the relationship among variables in the ANAC questionnaire: Several job resources (lack of discrimination, fairness, career and professional development, job autonomy, and organizational goals' sharing) and outcomes of well-being at work, such as health and safety at work and sense of belonging. The research was carried out among workers in an Italian hospital in Northwest Italy ( = 1170), through an online self-report questionnaire.

Corrigendum: A Crossover Study From a Gender Perspective: The Relationship Between Job Insecurity, Job Satisfaction, and Partners' Family Life Satisfaction.

[This corrects the article DOI: 10.3389/fpsyg.2018.

A Crossover Study From a Gender Perspective: The Relationship Between Job Insecurity, Job Satisfaction, and Partners' Family Life Satisfaction.

In the last years, many changes have involved the labor context: new ways of working, more flexibility and uncertainty, new and more insecure job contracts. In this framework, perceived job insecurity, worker's perception about potential involuntary job loss, has received renewed interest, also for those workers with a permanent contract in Italy. Consequences of job insecurity on work-related outcomes such as job satisfaction have been demonstrated; nevertheless, its possible effects outside the workplace seem to be underestimated so far.

[The role of safety climate and the relationship with job satisfaction: an exploratory study across three different occupational contexts.].

Objectives: This study examined the role of the "safety climate", or the organization's attention to health and safety of workers, and of job demand and resources in relation with job satisfaction. Wellbeing at work is a topic of growing interest, in line with the legislation and the programs on health and safety of workers and management and the evaluation of psychosocial risks. Several studies show that organizational actions concerning health and safety can be an indicator of the attention to employees' wellbeing, even if studies about the relationship between safety climate and some psychosocial outcomes are scant.

[The evaluation of organizational well-being in the public sector: an integration of the ANAC questionnaire].

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Background:: In Italy, the work-related stress and organizational well-being evaluation is subject to specific norms and regulations. The Italian National Anti-Corruption Authority (Autorità Nazionale Anticorruzione - ANAC) has developed a questionnaire to assess the organizational well-being of the employees in Public Administration Institutions.

Turnover intentions in a call center: The role of emotional dissonance, job resources, and job satisfaction.

Background: Turnover intentions refer to employees' intent to leave the organization and, within call centers, it can be influenced by factors such as relational variables or the perception of the quality of working life, which can be affected by emotional dissonance. This specific job demand to express emotions not felt is peculiar in call centers, and can influence job satisfaction and turnover intentions, a crucial problem among these working contexts. This study aims to detect, within the theoretical framework of the Job Demands-Resources Model, the role of emotional dissonance (job demand), and two resources, job autonomy and supervisors' support, in the perception of job satisfaction and turnover intentions among an Italian call center.

New Technologies Smart, or Harm Work-Family Boundaries Management? Gender Differences in Conflict and Enrichment Using the JD-R Theory.

The relationship between technology-assisted supplemental work and well-being outcomes is a recent issue in scientific literature. Whether the use of technology for work purpose in off-work time may have a positive or negative impact on work-family balance remains an open question and the role of gender in this relationship is poorly understood. According to the JD-R theory, this study aimed to investigate the relationship between off-work hours technology assisted job demand (off-TAJD) and both work-family conflict (WFC) and work-family enrichment (WFE).

[From work-related stress evaluation to organizational wellbeing promotion: the case of an Italian pharmaceutical company].

Background: Work-related stress evaluation is a legal requirement for companies that, in some cases, might be seen as an opportunity to examine wellbeing at work and the dimensions related to it, through the involvement of employees. To that end, this study considers the job demands-resources model as a theoretical framework.

Objectives: The study has a twofold objective: a) to describe the process of subjective evaluation carried out in the Italian plant of a pharmaceutical company; and b) to show and discuss results of the analyses performed on variables, examining in detail the relationship between two outcomes (job satisfaction and emotional exhaustion) and some job demands (workload and job effort), job resources (safety climate, clarity of roles, clarity and applicability of procedures, supervisor relational justice and colleague support), and personal resources (internal locus of control and job-related self-efficacy).

Inbound Call Centers and Emotional Dissonance in the Job Demands - Resources Model.

Background: Emotional labor, defined as the process of regulating feelings and expressions as part of the work role, is a major characteristic in call centers. In particular, interacting with customers, agents are required to show certain emotions that are considered acceptable by the organization, even though these emotions may be different from their true feelings. This kind of experience is defined as emotional dissonance and represents a feature of the job especially for call center inbound activities.

[Emotional well-being and discomfort at work in call center].

Introduction: The theme of well-being and discomfort at work has attracted increasing interest in recent years. The present study, according to Job Demands-Resources model (JD-R), inquires the effects of personal (optimism, internal locus of control) and organizational resources (job autonomy, supervisors and colleagues support) and general (work-to-family conflict, workload) and context specific demands (emotional dissonance) on emotional well-being and discomfort at work in call centre employees.

Methods: This research was conducted through an online questionnaire, composed by measures present in scientific literature, filled out individually by call center agents (N = 507) of the same telecommunication firm.