2006/05/09 by Debbie S. Dougherty, Kristina Drumheller · 1 citation
Business, Management and Accounting · Social Sciences · #Emotional Labor in Professions #Job Satisfaction and Organizational Behavior #Management and Organizational Studies
paper · doi:10.1080/10510970600667030
openalex publication_date 2006/05/09 · openalex created_date 2025/10/10 · openalex updated_date 2026/07/29
Organizations tend to be guided by a rationality/emotionality duality in which rational behavior is privileged over emotional behavior. Consequently, emotions in organizations have historically been undervalued in favor of rationality. Despite the privileging of rationality, however, organizations are emotion-laden environments. The present study uses sensemaking theory to explore how employees manage the rationality/emotionality duality in the workplace. Using a qualitative analysis of 38 emotional experiences derived from 19 interviews, it was found that participants accept the duality by orienting toward emotions that are associated with the disruption or enhancement of “rational” business practices. Further, participants tended to reinforce the dichotomy by carefully controlling their emotions in organizations through denial of emotions, reframing their experiences, by rationally reciting their emotional experiences, or by relegating emotions at work to appropriate time and place.