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Recently the question of quality of the relations between colleagues and clients is extremely important for organizations. Research has been devoted to emotions that employees feel during their working process in different cultural spaces. Attempt giving an objective assessment of the emotional component in different types of work has been made. Classification of types of work differing by degree of emotional expressiveness such as emotional work, unemotional work, partially emotional work has been presented and analyzed. The special attention has been devoted to emotional work because it is the most investigated. A.R. Hochschild made the huge contribution to research of that question. His works are devoted to analysis of communication of stewardesses and passengers. Difficulties which can arise in case when the worker shows one emotion, feeling another have been analyzed. The emotional dissonance leading to problems brings big losses both for the organization and for the worker. In this regard the attention to division of worker’s emotions on infelt and shown, surface and deep has been paid. Harm of emotions which actually are not felt has been proved. The conclusion that there is the emotional exchange between people that is more delicate than plain and habitual for members of market relations, exchange of services and goods has been drawn.


emotional component of personnel work; emotional work; unemotional work; partially emotional work

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Applied aspects of economics and management of national economy

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