Learning lessons from the analysis of patient complaints relating to staff attitudes, behaviour and communication, using the concept of emotional labour-Reference-Cited by-同舟云学术

Learning lessons from the analysis of patient complaints relating to staff attitudes, behaviour and communication, using the concept of emotional labour

Published:2018-03 Issue:5-6 Volume:27 Page:e1004-e1012
ISSN:0962-1067
Container-title:Journal of Clinical Nursing
language:en
Short-container-title:J Clin Nurs

Author:

Hogg Rhona¹^ORCID,Hanley Janet²,Smith Pam³

Affiliation:

1. NHS Greater Glasgow and Clyde; Glasgow UK

2. School of Nursing, Midwifery and Social Care; Edinburgh Napier University; Edinburgh UK

3. School of Health in Social Sciences; University of Edinburgh; Edinburgh UK

Publisher

Wiley

Subject

General Medicine,General Nursing

Link

http://onlinelibrary.wiley.com/wol1/doi/10.1111/jocn.14121/fullpdf

Reference32 articles.

1. Supporting staff to respond effectively to informal complaints: Findings from an action research study;Allan;Journal of Clinical Nursing,2015

2. Who cares? Offering emotion work as a ‘gift’ in the nursing labour process;Bolton;Journal of Advanced Nursing,2000

3. Predicting nurses' wellbeing from job demands and resources: a cross-sectional study of emotional labour;Chou;Journal of Nursing Management,2012

4. Emotional display rules as work unit norms: A multilevel analysis of emotional labor among nurses;Diefendorff;Journal of Occupational Health Psychology,2011

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