Il lavoro emozionale in ambito sanitario: Conclusioni e Bibliografia

I risultati del presente studio mostrano l’effetto negativo del lavoro emozionale sullo stato di salute del lavoratore.

Coerentemente con studi precedenti (Grandey, 2006) si evidenzia come l’attuazione della gestione delle emozioni surface acting eserciti un impatto positivo sull’esaurimento emotivo, inoltre si dimostra l’influenza negativa di questa strategia su uno stato positivo legato al lavoro come il work engagement.

Oltre a questo, l’indagine presentata contribuisce, da un lato, a confermare l’esistenza del processo energetico del modello Job Demands Resources dall’altro contribuisce a inserire degli elementi di innovazione, ampliando le relazioni tra risorse e richieste lavorative rispetto a quelle presentate nel modello. Su questa linea, i dati confermano come il surface acting, (considerato come una domanda lavorativa eccessiva, dato il continuo sforzo richiesto per il mascheramento delle emozioni realmente provate per attenersi alle norme imposte dal contesto), incide sullo stato di malessere generale tramite la mediazione dell’esaurimento emotivo confermando così l’esistenza del processo energetico.

D’altro canto però le analisi mostrano anche come una job demand come il surface acting abbia un impatto negativo sul work engagement e come ,esaurimento emotivo, work engagement e lo stesso acting possano essere elementi di mediazione all’interno della relazione tra richieste e risorse lavorative andando  oltre i classici processi motivazionale e energetico postulati dal modello.

Infatti, l’impatto del carico di richieste emotive eccessive sul malessere generale viene mediato dall’esaurimento emotivo e del surface acting e le richieste emotive eccessive hanno un effetto sull’identificazione organizzativa, attraverso la mediazione in serie del surface acting e del work engagement .

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