Caring with a Forced Smile: Emotional Labour Among Private Hospital Nurses in Sri Lanka

IF 1.4 Q3 MANAGEMENT South Asian Journal of Human Resource Management Pub Date : 2021-08-19 DOI:10.1177/23220937211037221

S. Wanninayake, Michael O'Donnell, S. Williamson

引用次数: 2

Abstract

Emotional labour among nurses is researched extensively. However, whether nurses in market-oriented, for-profit and customer-focused healthcare contexts performed emotional labour similarly to other nurses is severely underexplored. The minimal research available on this phenomenon have focused on Western for-profit healthcare contexts. Therefore, this article explores how nurses from for-profit healthcare sector performed emotional labour in a non-Western context—Sri Lanka. Using 30 interviews with private hospital nurses, this qualitative study found that scripted and closely managed behaviour routines, being subordinate to patients and their relatives, constant exposure to service recipients’ aggression and minimal organisational support led to a significant sense of powerlessness, loss of face, emotional exhaustion and tit-for-tat exchange of emotions with patients among nurses.

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强颜欢笑:斯里兰卡私立医院护士的情绪劳动

对护士情绪劳动进行了广泛的研究。然而，在以市场为导向、以营利为目的和以客户为中心的医疗保健环境中，护士是否与其他护士类似地进行情绪劳动，这一点尚未得到充分探讨。关于这一现象的最少研究都集中在西方的营利性医疗保健背景下。因此，本文探讨了营利性医疗保健部门的护士如何在非西方背景下进行情绪劳动-斯里兰卡。通过对30名私立医院护士的访谈，本定性研究发现，照本付书和严密管理的行为常规、从属于患者及其亲属、不断暴露于服务对象的攻击性和极少的组织支持，导致护士产生明显的无力感、失去面子、情绪疲惫和与患者针锋相对的情绪交流。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

South Asian Journal of Human Resource Management MANAGEMENT-

CiteScore

2.30

自引率

23.50%

发文量

期刊介绍： South Asian Journal of Human Resources Management (SAJHRM) is a peer-reviewed scholarly outlet for publications on HRM in and out of South Asia. It includes countries that are members of the South Asian Association for Regional Cooperation (SAARC), namely, Afghanistan, Bangladesh, Bhutan, India, Maldives, Nepal, Pakistan, and Sri Lanka. In terms of the discipline focus, all articles broadly focusing on the theory and practice of managing human resources for the benefit of individuals, firms and community at large will be acceptable. In view of the contemporary focus on Strategic HRM, the journal coverage would also include comparative research and other related management disciplines as long as one of the key aims of the manuscript is on harnessing the potential of human capital. Considering the uneven economic development within the South Asian region, the journal encourages potential authors to explore broader implications of their scholarly views and findings on the region as a whole. A distinguishing feature of the journal is its focus on “HR in Practice”. Apart from theory, it will pay significant attention on how HRM is practiced in and out of South Asia. The journal features conceptual and empirical research papers, research notes, interviews, case studies and book reviews. In short, to be considered for publication, a manuscript should broadly focus on managing people and contextualised within one or more South Asian countries at the firm, regional, national and international levels.