?
Проблема качества в сфере услуг: от эмоционального труда до «искреннего сервиса»
С. 369–377.
Stroh W. A., Костылева П. Ю.
This paper discusses the difficulty of assessing service quality, as well as its parameters and criteria. The emotional component of the process in providing and consuming services in the context of the economy experiences is emphasized. The relationship between two concepts "emotional labor" and "emotional intelligence" are analyzed. The necessity of the further development of "sincere service" model is indicated.
Ivchenko A., Дворкович А. В., Телекоммуникации 2020 Т. 12 С. 2–11
Dynamic Adaptive Streaming over HTTP (DASH) technology powers most multimedia services. Its specific features (re-buffering, quality switching, etc.) necessitate the development of specialized methods for assessing user subjective quality of experience (QoE) based on objective parameters. This article examines the impact of various metrics on QoE and presents assessment models with Spearman correlation coefficients up ...
Added: June 27, 2026
Simonova O. A., Метаморфозис 2026 Vol. 10 No. 3 P. 103–116
This article presents a paper delivered at the 5th International Sociological Association Forum held in July 2025 in Rabat, Morocco, during the session “The Affective and Emotional Dimensions of Alienation: Modern Societies, Agents, Structures, and Processes” of Research Committee No. 36 “Theory and Research on Alienation”. The article examines emotional labor as a sociological object ...
Added: April 28, 2026
А.В. Матвеева, В.А. Ребязина, Российский журнал менеджмента 2026 Т. 24 № 1 С. 71–92
Purpose: The study aims to substantiate the feasibility of developing and implementing integrated service quality management systems in the practice of Russian resort organizations, using a pilot organization in the Southern Federal District as an example.Methodology: The research is based on a systematic literature review and a mixed-method empirical design that includes a survey of ...
Added: April 6, 2026
Исполинов А. С., Bandorin L., Башарин А. В. et al., Закон 2024 № 3 С. 92–106
In the March Legal Chronicle, read commentaries on the decisions of the UN International Court of Justice in Ukraine v. Russia, the Supreme Court of the Russian Federation on the correlation between family relations and the resulting rights to social benefits and allowances, as well as the limits of liability of a legal consultant (Ernst ...
Added: February 18, 2026
Matveeva A., Rebiazina V., Вестник Московского университета. Серия 6: Экономика 2025 Т. 60 № 6 С. 143–176
The contemporary healthcare and wellness sectors are facing rising client expectations, making service quality management a critically important issue. Maintaining regulatory compliance is no longer sufficient; a holistic customer experience has become the principal source of competitive advantage, fostering trust, loyalty, and the likelihood of repeat selection. This study aims to develop and validate a ...
Added: January 16, 2026
Малинина И. А., Human Arenas. An Interdisciplinary Journal of Psychology, Culture, and Meaning 2024
Added: October 9, 2025
Baisha N., Журнал социологии и социальной антропологии 2025 Т. 28 № 1 С. 27–56
The article is devoted to the study of the emotional labor of nurses involved in the pandemic crisis on the front line of the fight against COVID-19 and caring for patients not on the front line of the fight against COVID-19. The experience of nursing labor at the forefront of the fight against COVID-19 is ...
Added: March 6, 2025
Baisha N., Мир России: Социология, этнология 2025 Т. 34 № 4 С. 129–151
During the COVID-19 pandemic, Russian nurses had access to resources and symbolic and organizational support, the lack of which was noticeable after the closure of COVID-19 hospitals. The return of nurses to their usual working conditions, characterized by low wages, irregular work and rest hours, higher workloads, and weak organizational and public support has not ...
Added: November 11, 2024
Baisha N., Вестник Санкт-Петербургского университета. Серия 12: Социология 2024 Т. 17 № 4 С. 453–472
The article discusses the results of Russian research on the emotional aspect of nursing labor in the context of the COVID-19 pandemic. The purpose of the article is to summarize, analyze and sociologically interpret the results of Russian, mainly psychological studies of the emotional experience of nurses filled with anxiety due to uncertainty, fear of ...
Added: August 11, 2024
Булгаков И. А., Современная зарубежная психология 2023 Т. 12 № 2 С. 94–103
The article presents a review of current trends in empirical research of the phenomenon of emotional burnout over the last 5 years, which were on display in the ScienceDirect catalogue. As a result of the analysis three topical directions of burnout research were identified. The first one is connected with a role of emotional intelligence ...
Added: July 13, 2023
Simonova O. A., Журнал социологии и социальной антропологии 2023 Т. 26 № 1 С. 88–117
Abstract. A. R. Hochschild's book “The Managed Heart” has now been translated into Russian, which is the beginning of an extensive research field of emotional labor. However, many of the most important aspects of the book are still waiting to be comprehended. One of them is the question of how alienation and emotional labor are ...
Added: April 4, 2023
Simonova O. A., Личность. Культура. Общество 2022 Т. 24 № 2 (114) С. 142–157
The author attempts to define the contours of the concept of “emotional culture” based on existing works in the sociology of emotions. Although there are many studies that describe an emotional culture in general and through specific emotional states, the problem of the conceptual apparatus for its study is far from being solved. An emotional ...
Added: May 21, 2022
Trotsuk I., Вестник Российского университета дружбы народов. Серия: Социология 2021 Т. 21 № 3 С. 610–622
Статья представляет собой рецензию-размышление по мотивам работы
Скотта Харриса «Приглашение в социологию эмоций» (Пер. с англ. О.А. Симоновой. М.: Изд.
дом ВШЭ, 2020). Безусловно, учебник — не тот тип научной литературы, который нуждается
в рецензировании после опубликования, но данная книга требует определенной «презента
ции», поскольку социология эмоций — одна из маргинальных областей отечественной со
циологии, по крайней мере, с институциональной ...
Added: October 30, 2021
Simonova O. A., В кн.: Будущее социологического знания и вызовы социальных трансформаций (к 90-летию со дня рождения В. А. Ядова). [Электронный ресурс]. Международная научная конференция (Москва, 28–30 ноября 2019 г.). Сборник материалов.: ФНИСЦ РАН, 2019. С. 733–737.
Процесс «эмоционализации труда» как тенденция современных обществ проявляется в особом внимании к эмоциональности человека и управлению эмоциями на рабочем месте. Последнее рассматривается как неотъемлемая часть труда, включается в оценку его эффективности. Отсюда возникают новые практики,
происходят изменения в трудовой этике, профессиональной идентичности работника. Требования к управлению эмоциями на самом рабочем месте при взаимодействии с клиентами, коллегами ...
Added: November 27, 2019
Salamova Z., Мониторинг общественного мнения: Экономические и социальные перемены 2019 № 1 С. 212–227
The popularity of digital content about make-up and self-care has been steadily growing during the recent years. Most of its producers and consumers are young people. The article analyzes three Russian YouTube-channels (“Arina Viscera”, “ND Beauty Channel” and “Gev Mua”) to study how their hosts construct their personal brands in the context of beauty content production. ...
Added: March 8, 2019