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Katherine I. Miller - Katherine Miller is a Professor Director of Graduate Studies in the 《Journal of Applied Communication Research》2008,36(1):8-32
There is growing interest in the role of emotion when considering communication in the workplace. This work has most often considered workers in front-line service positions in investigations of emotional labor, and human service workers in investigations of empathy and emotional work. In this study, we consider processes of both emotional labor and emotional work in the financial planning profession. Financial planners occupy a role requiring ongoing relationships with clients, conversations about the often emotional topic of money, and a need to manage emotion in a variety of interaction contexts. Thus, from extant theory and literature regarding emotion and communication, we proposed research questions regarding the roles of emotional labor and emotional work in the financial planning profession. These questions were investigated in a web-based survey study of almost 300 professional financial planners and supporting interviews with 14 financial planners. Results indicate support for existing theory on emotional work, extensions to current research regarding emotional labor, and important implications for the role of emotion and communication in a range of professional service roles. 相似文献
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Librarians offer a unique perspective on e-books: on one hand they collect these resources and train users as part of their jobs, while on the other hand, they may be users of e-books themselves. With recent increases in research expectations for Canadian academic librarians, this study aimed to discover: when librarians do research, do they use e-books and how often are they using them? This study examines the results of a survey of 392 academic librarians from across Canada. The survey generated data on librarians' use of, and attitudes towards, e-books. While a number of studies examine the use and opinions of e-books among other user groups, this study examines how librarians search for or use e-books differently than other user groups. Results will help librarians to improve their liaison work and make more informed collection development decisions at their own institutions. 相似文献
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