Emotionele Arbeid, de Dutch Questionnaire on Emotional Labor en ...
Emotionele Arbeid, de Dutch Questionnaire on Emotional Labor en ...
Emotionele Arbeid, de Dutch Questionnaire on Emotional Labor en ...
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<str<strong>on</strong>g>Emoti<strong>on</strong>ele</str<strong>on</strong>g> <str<strong>on</strong>g>Arbeid</str<strong>on</strong>g>, <str<strong>on</strong>g>de</str<strong>on</strong>g> <str<strong>on</strong>g>Dutch</str<strong>on</strong>g> <str<strong>on</strong>g>Questi<strong>on</strong>naire</str<strong>on</strong>g> <strong>on</strong> Emoti<strong>on</strong>al <strong>Labor</strong> <strong>en</strong><br />
Bevlog<strong>en</strong>heid<br />
Emoti<strong>on</strong>al <strong>Labor</strong>, the <str<strong>on</strong>g>Dutch</str<strong>on</strong>g> <str<strong>on</strong>g>Questi<strong>on</strong>naire</str<strong>on</strong>g> <strong>on</strong> Emoti<strong>on</strong>al <strong>Labor</strong> and Engagem<strong>en</strong>t<br />
C.J. Heijkamp<br />
mei 2008<br />
1 ste begelei<str<strong>on</strong>g>de</str<strong>on</strong>g>r: dhr. dr. G.W.B. Näring<br />
2 <str<strong>on</strong>g>de</str<strong>on</strong>g> begelei<str<strong>on</strong>g>de</str<strong>on</strong>g>r: mw. dr. E.C. Bakker<br />
Faculteit Psychologie<br />
Op<strong>en</strong> Universiteit Ne<str<strong>on</strong>g>de</str<strong>on</strong>g>rland<br />
Afstu<str<strong>on</strong>g>de</str<strong>on</strong>g>errichting: Gez<strong>on</strong>dheidspsychologie<br />
1
Inhoudsopgave<br />
Sam<strong>en</strong>vatting 4<br />
Summary 6<br />
1. Inleiding 8<br />
1.1 Ontwikkeling<strong>en</strong> bij het <strong>on</strong><str<strong>on</strong>g>de</str<strong>on</strong>g>rzoek naar emoti<strong>on</strong>ele arbeid 9<br />
1.2 Gevolg<strong>en</strong> emoti<strong>on</strong>ele arbeid 10<br />
1.3 Met<strong>en</strong> van emoti<strong>on</strong>ele arbeid 13<br />
1.4 Tekortkoming<strong>en</strong> bestaan<str<strong>on</strong>g>de</str<strong>on</strong>g> vrag<strong>en</strong>lijst<strong>en</strong> 14<br />
1.5 Doelstelling 14<br />
1.6 Vraagstelling<strong>en</strong> <strong>en</strong> hypothes<strong>en</strong> 15<br />
2. Metho<str<strong>on</strong>g>de</str<strong>on</strong>g> 16<br />
2.1 On<str<strong>on</strong>g>de</str<strong>on</strong>g>rzoeksgroep 16<br />
2.2 Meetinstrum<strong>en</strong>t<strong>en</strong> 17<br />
Ik doe mijn best echte teleurstelling te voel<strong>en</strong> 19<br />
2.3 Procedure 21<br />
2.4 Analyse 22<br />
3. Resultat<strong>en</strong> 22<br />
3.1 Betrouwbaarheid van <str<strong>on</strong>g>de</str<strong>on</strong>g> gebruikte vrag<strong>en</strong>lijst<strong>en</strong> 22<br />
3.2 De resultat<strong>en</strong> vergelek<strong>en</strong> met an<str<strong>on</strong>g>de</str<strong>on</strong>g>re <strong>on</strong><str<strong>on</strong>g>de</str<strong>on</strong>g>rzoek<strong>en</strong> 23<br />
3.3 De bestaan<str<strong>on</strong>g>de</str<strong>on</strong>g> D-Qel <strong>en</strong> <str<strong>on</strong>g>de</str<strong>on</strong>g> nieuwe subschal<strong>en</strong> positieve- <strong>en</strong> negatieve emoties 25<br />
3.4 Sam<strong>en</strong>hang tuss<strong>en</strong> <str<strong>on</strong>g>de</str<strong>on</strong>g> D-Qel <strong>en</strong> <str<strong>on</strong>g>de</str<strong>on</strong>g> ERQ 26<br />
3.5 Het verband tuss<strong>en</strong> emoti<strong>on</strong>ele arbeid <strong>en</strong> emoti<strong>on</strong>ele uitputting 26<br />
3.6 Het verband tuss<strong>en</strong> emoti<strong>on</strong>ele arbeid <strong>en</strong> bevlog<strong>en</strong>heid 26<br />
3.7 Nieuwe schal<strong>en</strong> D-Qel <strong>en</strong> bevlog<strong>en</strong>heid 28<br />
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3.8 <str<strong>on</strong>g>Emoti<strong>on</strong>ele</str<strong>on</strong>g> uitputting <strong>en</strong> emotieregulatie 28<br />
3.9 Bevlog<strong>en</strong>heid <strong>en</strong> emotieregulatie 29<br />
4. Discussie 30<br />
4.1 <str<strong>on</strong>g>Emoti<strong>on</strong>ele</str<strong>on</strong>g> arbeid <strong>en</strong> herwaar<str<strong>on</strong>g>de</str<strong>on</strong>g>r<strong>en</strong> 30<br />
4.2 <str<strong>on</strong>g>Emoti<strong>on</strong>ele</str<strong>on</strong>g> arbeid <strong>en</strong> bevlog<strong>en</strong>heid 32<br />
4.3 Positieve- <strong>en</strong> negatieve emoties 33<br />
4.4 Beperking<strong>en</strong> van dit <strong>on</strong><str<strong>on</strong>g>de</str<strong>on</strong>g>rzoek 34<br />
4.5 C<strong>on</strong>clusies <strong>en</strong> aanbeveling<strong>en</strong> 36<br />
5. Literatuurverwijzing<strong>en</strong>: 37<br />
Bijlag<strong>en</strong> 40<br />
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<str<strong>on</strong>g>Emoti<strong>on</strong>ele</str<strong>on</strong>g> <str<strong>on</strong>g>Arbeid</str<strong>on</strong>g>, <str<strong>on</strong>g>de</str<strong>on</strong>g> <str<strong>on</strong>g>Dutch</str<strong>on</strong>g> <str<strong>on</strong>g>Questi<strong>on</strong>naire</str<strong>on</strong>g> <strong>on</strong> Emoti<strong>on</strong>al <strong>Labor</strong> <strong>en</strong> Bevlog<strong>en</strong>heid<br />
C.J. Heijkamp<br />
Sam<strong>en</strong>vatting<br />
Werk<strong>en</strong> in <str<strong>on</strong>g>de</str<strong>on</strong>g> verslavingszorg kan voor hulpverl<strong>en</strong>ers emoti<strong>on</strong>eel belast<strong>en</strong>d zijn. E<strong>en</strong> <str<strong>on</strong>g>de</str<strong>on</strong>g>el van<br />
die belasting bestaat uit emoti<strong>on</strong>ele arbeid (Emoti<strong>on</strong>al <strong>Labor</strong>). <str<strong>on</strong>g>Emoti<strong>on</strong>ele</str<strong>on</strong>g> arbeid is het<br />
reguler<strong>en</strong> van <str<strong>on</strong>g>de</str<strong>on</strong>g> emoties op het werk. <str<strong>on</strong>g>Emoti<strong>on</strong>ele</str<strong>on</strong>g> arbeid heeft vier vorm<strong>en</strong>: Emoties<br />
voorw<strong>en</strong><str<strong>on</strong>g>de</str<strong>on</strong>g>n (surface acting), emoties oproep<strong>en</strong> (<str<strong>on</strong>g>de</str<strong>on</strong>g>ep acting), emoties verberg<strong>en</strong> (surface<br />
acting hiding) <strong>en</strong> emoti<strong>on</strong>ele c<strong>on</strong>s<strong>on</strong>antie (emoti<strong>on</strong>al c<strong>on</strong>s<strong>on</strong>ance). Het doel van dit <strong>on</strong><str<strong>on</strong>g>de</str<strong>on</strong>g>rzoek<br />
is meer inzicht te verwerv<strong>en</strong> over <str<strong>on</strong>g>de</str<strong>on</strong>g> theorie van emotieregulatie op het werk. De<br />
emotieregulatie theorie <strong>on</strong><str<strong>on</strong>g>de</str<strong>on</strong>g>rscheidt e<strong>en</strong> antece<str<strong>on</strong>g>de</str<strong>on</strong>g>ntgerichte strategie (bijvoorbeeld<br />
herwaar<str<strong>on</strong>g>de</str<strong>on</strong>g>r<strong>en</strong>) <strong>en</strong> e<strong>en</strong> resp<strong>on</strong>sgerichte strategie. Volg<strong>en</strong>s eer<str<strong>on</strong>g>de</str<strong>on</strong>g>r <strong>on</strong><str<strong>on</strong>g>de</str<strong>on</strong>g>rzoek (Gran<str<strong>on</strong>g>de</str<strong>on</strong>g>y, 2000)<br />
zou <str<strong>on</strong>g>de</str<strong>on</strong>g> vorm emoties oproep<strong>en</strong> overe<strong>en</strong>kom<strong>en</strong> met <str<strong>on</strong>g>de</str<strong>on</strong>g> antece<str<strong>on</strong>g>de</str<strong>on</strong>g>ntgerichte strategie<br />
herwaar<str<strong>on</strong>g>de</str<strong>on</strong>g>r<strong>en</strong>.<br />
In dit <strong>on</strong><str<strong>on</strong>g>de</str<strong>on</strong>g>rzoek werd nagegaan of <str<strong>on</strong>g>de</str<strong>on</strong>g> Ne<str<strong>on</strong>g>de</str<strong>on</strong>g>rlandse vrag<strong>en</strong>lijst waarmee emoti<strong>on</strong>ele arbeid<br />
wordt gemet<strong>en</strong> (D-Qel) verbeterd kan wor<str<strong>on</strong>g>de</str<strong>on</strong>g>n met behulp van <str<strong>on</strong>g>de</str<strong>on</strong>g> emotie regulatie theorie van<br />
Gross. Daarnaast werd <strong>on</strong><str<strong>on</strong>g>de</str<strong>on</strong>g>rzocht of er e<strong>en</strong> verband is tuss<strong>en</strong> emoti<strong>on</strong>ele arbeid <strong>en</strong><br />
bevlog<strong>en</strong>heid.<br />
Het <strong>on</strong><str<strong>on</strong>g>de</str<strong>on</strong>g>rzoek is uitgevoerd <strong>on</strong><str<strong>on</strong>g>de</str<strong>on</strong>g>r me<str<strong>on</strong>g>de</str<strong>on</strong>g>werkers van Bouman GGZ, e<strong>en</strong> instelling voor<br />
verslavingszorg. Er zijn vrag<strong>en</strong>lijst<strong>en</strong> verstuurd aan ie<str<strong>on</strong>g>de</str<strong>on</strong>g>re<strong>en</strong> die e<strong>en</strong> uitvoer<strong>en</strong><str<strong>on</strong>g>de</str<strong>on</strong>g> taak heeft.<br />
De vrag<strong>en</strong>lijst bevatte <str<strong>on</strong>g>de</str<strong>on</strong>g> bestaan<str<strong>on</strong>g>de</str<strong>on</strong>g> D-Qel (emoti<strong>on</strong>ele arbeid), <str<strong>on</strong>g>de</str<strong>on</strong>g> ERQ (emotieregulatie), <str<strong>on</strong>g>de</str<strong>on</strong>g><br />
UBES (bevlog<strong>en</strong>heid) <strong>en</strong> e<strong>en</strong> <str<strong>on</strong>g>de</str<strong>on</strong>g>el van <str<strong>on</strong>g>de</str<strong>on</strong>g> UBOS (emoti<strong>on</strong>ele uitputting). Daarnaast zijn er<br />
e<strong>en</strong> aantal <str<strong>on</strong>g>de</str<strong>on</strong>g>mografische vrag<strong>en</strong> gesteld. Voor dit <strong>on</strong><str<strong>on</strong>g>de</str<strong>on</strong>g>rzoek is <str<strong>on</strong>g>de</str<strong>on</strong>g> vrag<strong>en</strong>lijst uitgebreid met<br />
e<strong>en</strong> aantal nieuwe vrag<strong>en</strong>, die tot doel had<str<strong>on</strong>g>de</str<strong>on</strong>g>n om het gebruik van c<strong>on</strong>crete positieve- <strong>en</strong><br />
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negatieve emoties in <str<strong>on</strong>g>de</str<strong>on</strong>g> vrag<strong>en</strong>lijst te explorer<strong>en</strong>. De analyse bestaat uit correlatie- <strong>en</strong><br />
regressieanalyses.<br />
Uit <str<strong>on</strong>g>de</str<strong>on</strong>g> resultat<strong>en</strong> blijkt dat herwaar<str<strong>on</strong>g>de</str<strong>on</strong>g>r<strong>en</strong> e<strong>en</strong> verband heeft met drie vorm<strong>en</strong> van<br />
emoti<strong>on</strong>ele arbeid, te wet<strong>en</strong> emoties voorw<strong>en</strong><str<strong>on</strong>g>de</str<strong>on</strong>g>n, emoties oproep<strong>en</strong> <strong>en</strong> emoties verberg<strong>en</strong>.<br />
Ver<str<strong>on</strong>g>de</str<strong>on</strong>g>r blijkt uit <str<strong>on</strong>g>de</str<strong>on</strong>g> resultat<strong>en</strong> dat emoti<strong>on</strong>ele arbeid e<strong>en</strong> significant verband heeft met<br />
bevlog<strong>en</strong>heid. <str<strong>on</strong>g>Emoti<strong>on</strong>ele</str<strong>on</strong>g> arbeid verklaart 12% van <str<strong>on</strong>g>de</str<strong>on</strong>g> variantie van bevlog<strong>en</strong>heid. De<br />
belangrijkste variabele die bevlog<strong>en</strong>heid verklaart is het oproep<strong>en</strong> van emoties.<br />
E<strong>en</strong> van <str<strong>on</strong>g>de</str<strong>on</strong>g> c<strong>on</strong>clusies van dit <strong>on</strong><str<strong>on</strong>g>de</str<strong>on</strong>g>rzoek is dan ook dat het verwachte verband tuss<strong>en</strong><br />
emoties oproep<strong>en</strong> <strong>en</strong> herwaar<str<strong>on</strong>g>de</str<strong>on</strong>g>r<strong>en</strong> niet werd gev<strong>on</strong><str<strong>on</strong>g>de</str<strong>on</strong>g>n. Ver<str<strong>on</strong>g>de</str<strong>on</strong>g>r verklaart emoti<strong>on</strong>ele arbeid<br />
voor e<strong>en</strong> <str<strong>on</strong>g>de</str<strong>on</strong>g>el bevlog<strong>en</strong>heid, maar er lijk<strong>en</strong> belangrijkere variabel<strong>en</strong> te zijn die dit verband<br />
verklar<strong>en</strong>.<br />
Keywords: Emoti<strong>on</strong>al labor, emoti<strong>on</strong> regulati<strong>on</strong>, work <strong>en</strong>gagem<strong>en</strong>t<br />
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Emoti<strong>on</strong>al <strong>Labor</strong>, the <str<strong>on</strong>g>Dutch</str<strong>on</strong>g> <str<strong>on</strong>g>Questi<strong>on</strong>naire</str<strong>on</strong>g> <strong>on</strong> Emoti<strong>on</strong>al <strong>Labor</strong> and Engagem<strong>en</strong>t<br />
C.J. Heijkamp<br />
Summary<br />
Work in the care and treatm<strong>en</strong>t of drug and alcohol addicts can be emoti<strong>on</strong>ally taxing for care<br />
workers. Part of that bur<str<strong>on</strong>g>de</str<strong>on</strong>g>n is called emoti<strong>on</strong>al labor. Emoti<strong>on</strong>al labor is the regulati<strong>on</strong> of<br />
emoti<strong>on</strong>s at the job. Emoti<strong>on</strong>al labor has four forms: surface acting , <str<strong>on</strong>g>de</str<strong>on</strong>g>ep acting, surface<br />
acting hiding and emoti<strong>on</strong>al c<strong>on</strong>s<strong>on</strong>ance. The aim of this research is to acquire more insight<br />
c<strong>on</strong>cerning the theory of emoti<strong>on</strong> regulati<strong>on</strong> at work. The emoti<strong>on</strong> regulati<strong>on</strong> theory<br />
distinguishes an antece<str<strong>on</strong>g>de</str<strong>on</strong>g>nt focused emoti<strong>on</strong> regulati<strong>on</strong> (such as reappraisal) and a resp<strong>on</strong>se<br />
focused emoti<strong>on</strong> regulati<strong>on</strong>. According to other earlier research (Gran<str<strong>on</strong>g>de</str<strong>on</strong>g>y, 2000) the form<br />
<str<strong>on</strong>g>de</str<strong>on</strong>g>ep acting would corresp<strong>on</strong>d to the antece<str<strong>on</strong>g>de</str<strong>on</strong>g>nt focused strategy reappraisal.<br />
In this research the <str<strong>on</strong>g>Dutch</str<strong>on</strong>g> questi<strong>on</strong>naire with which emoti<strong>on</strong>al labor is measured (D-Qel)<br />
was examined to see if it can be improved using the emoti<strong>on</strong> regulati<strong>on</strong> theory of Gross.<br />
Moreover it was examined if there is a relati<strong>on</strong>ship betwe<strong>en</strong> emoti<strong>on</strong>al labor and work<br />
<strong>en</strong>gagem<strong>en</strong>t.<br />
The survey has be<strong>en</strong> c<strong>on</strong>ducted am<strong>on</strong>gst employees of Bouman GGZ, an instituti<strong>on</strong> for the<br />
care and treatm<strong>en</strong>t of drug and alcohol addicts. The questi<strong>on</strong>naires were s<strong>en</strong>t to every<strong>on</strong>e who<br />
has pati<strong>en</strong>t c<strong>on</strong>tact as their job. The questi<strong>on</strong>naire c<strong>on</strong>tained the existing D-Qel (Emoti<strong>on</strong>al<br />
<strong>Labor</strong>), the ERQ (emoti<strong>on</strong> regulati<strong>on</strong>), the UBES (work <strong>en</strong>gagem<strong>en</strong>t) and a part of the UBOS<br />
(emoti<strong>on</strong>al exhausti<strong>on</strong>). Additi<strong>on</strong>ally some questi<strong>on</strong>s for <str<strong>on</strong>g>de</str<strong>on</strong>g>mographic use were asked. For<br />
this research the questi<strong>on</strong>naire has be<strong>en</strong> ext<strong>en</strong><str<strong>on</strong>g>de</str<strong>on</strong>g>d with a number of new questi<strong>on</strong>s for the<br />
purpose of exploring the use of negative and positive emoti<strong>on</strong>s in the questi<strong>on</strong>naire.<br />
Correlati<strong>on</strong> and regressi<strong>on</strong> analysis has be<strong>en</strong> performed.<br />
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The results show that reappraisal has a correlati<strong>on</strong> with three of the forms of emoti<strong>on</strong>al<br />
labor: surface acting, <str<strong>on</strong>g>de</str<strong>on</strong>g>ep acting and surface acting hiding. The results further show that<br />
emoti<strong>on</strong>al labor has a significant relati<strong>on</strong>ship with work <strong>en</strong>gagem<strong>en</strong>t. Emoti<strong>on</strong>al labor<br />
comprises 12% of the variance of work <strong>en</strong>gagem<strong>en</strong>t. The most important variable that<br />
comprises work <strong>en</strong>gagem<strong>en</strong>t is <str<strong>on</strong>g>de</str<strong>on</strong>g>ep acting.<br />
One of the c<strong>on</strong>clusi<strong>on</strong>s of this research is that the expected relati<strong>on</strong>ship betwe<strong>en</strong> <str<strong>on</strong>g>de</str<strong>on</strong>g>ep<br />
acting and reappraisal has not be<strong>en</strong> found. Emoti<strong>on</strong>al labor comprises work <strong>en</strong>gagem<strong>en</strong>t<br />
partly, but there seem to be more important variables who can comprise this relati<strong>on</strong>ship.<br />
Keywords: Emoti<strong>on</strong>al labor, emoti<strong>on</strong> regulati<strong>on</strong>, work <strong>en</strong>gagem<strong>en</strong>t<br />
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