Organizations are complex entities, in which employees work with their hands, associating to this type of work a various quantity of physical effort (manual work); the same employees working with their intellect (intellectual work), the intellectual effort ranging this time also, according to the specific job requirements. This specific activity can be easily assessed in terms of number, frequency, intensity, tasks repetition (job description) and in terms of psycho-physical and psycho-social abilities (job specification). Work in an organization takes a third form.; emotional work/emotional labor: emotional labor reflects the management of emotions. This happens through mental effort, sometimes consciously, sometimes not, and its purpose is the change of personal feelings or emotions, so that these are in accordance with the "emotional rules" established by the formal group's norms, having a higher or lower intensity, on a shorter or longer period, instantly or slowly. Identity confusion, socio-professional stress, professional dissatisfaction, organizational silence are just a few of the negative effects of emotional labor, respectively of the discrepancy between the required emotion and the emotion experienced in reality by the employees of a large number of organizations.

How to Cite
BOÅ£ONE, Ph.D. Daniela. New Predictors of Organizational Citizenship Behavior and Employees' Efficiency in the Work Group: Emotional Work. Global Journal of Human-Social Science Research, [S.l.], v. 10, n. 2, july 2010. ISSN 2249-460X. Available at: <https://socialscienceresearch.org/index.php/GJHSS/article/view/16>. Date accessed: 19 sep. 2019.