EMOTIONAL WORK IN EXPLAINING THE PROFESSIONAL PERFORMANCE

In this study, the aim was to identify the type of emotional work performed by employees from hotel industry (N = 148). The results indicated rather a type of emotional work characterized by "surface acting" of emotions that involves: a low intensity of self-perceived emotional exertion; a high-intensity emotional dissonance - because subjects perceive their emotional behavior (expression of emotion) as an inappropriate behavior, inauthentic for the situation itself; low level of emotional control and emotional participation (emotional control directed from the outside by organizational norms; low level of internalization and experiencing emotions during professional tasks; low level of internalization of the rules and organization’s regulations. The results also indicated that emotional work through surface acting does not vary significantly depending on the age and / or gender of the participants.