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Traditional hospitality and tourism literature has underestimated the importance of hotel segment (resort hotels vs. urban hotels) for the effects of emotional-rule dissonance in frontline employees. The present study analyses the relationships among emotion-rule dissonance, work engagement, job satisfaction, and hotel segment through a moderated mediation model. A sample of 131 frontline employees of Spanish hotels completed self-reported measures at two time points. Results revealed that the effect of emotion-rule dissonance on job satisfaction through lower work engagement was only significant in urban hotels, suggesting that emotion-rule dissonance was more harmful for urban hotel employees. This paper provides new insights into the way emotion-rule dissonance decreases job satisfaction and offers advice for managers to enable them to prevent its detrimental impact, particularly in urban hotels.

PurposeThis study examines how satisfaction with work-life balance (WLB) in combination with satisfaction with organization's COVID-19 responses (SOCV19R) helps to enhance subjective well-being and performance during the lockdown due to COVID-19.Design/methodology/approachThe data of this time-lagged study were gathered through an online survey with three-waves between March and May 2020 in Spain (N = 167). Hierarchical multiple regression and PROCESS were used to test the hypotheses.FindingsDirect relationships between SOCV19R and subjective well-being and performance were not significant. Instead, SOCV19R increased employees' well-being and performance through a higher satisfaction with WLB (full mediation).Originality/valueThe novelty of this study is the evaluation of SOCV19R as a form of organizational support in times of crisis. This study suggests that a good organizational reaction to face a crisis such as the pandemic, encourages employees' WLB and helps them to boost their well-being and performance. It may be concluded that work-life balance (WLB) in Spain was seen as a luxury in good times and turned out to be a necessity in bad times. The present study recommends practical implications and provides lessons for human resource management for future crises or similar work conditions.

This study used a prospective design to examine the effects of telework satisfaction (time 1) on subjective wellbeing and self-reported performance (time 2) during the COVID-19 lockdown. Data were collected from 111 teleworkers through an online survey the first weeks of strict lockdown in Spain. Telework satisfaction showed positive direct effects on both subjective wellbeing and self-reported performance. Further, subjective wellbeing partially mediated the relationship between telework satisfaction and self-reported performance. Interestingly, employees with children felt less telework satisfaction but higher subjective wellbeing. The novelty of this study is that we evaluate the level of satisfaction with telework using a specific set of items that assess the employees’ contentment with diverse telework facets. Given the spreading of telework and the increasing competitiveness of organizations, we discuss practical implications in times of crisis, both present and future.

Emotion work, or the requirement to display certain emotions at the workplace, has been predominantly studied from an individual perspective. However, many services are commonly provided by work-units and teams and, therefore, studying ‘unit emotion work’ and its effects on customers is of research and practical interest. ‘Unit emotion work’ refers to shared perceptions developed by unit members regarding their emotional job requirements. In this article, we first empirically test whether emotion work can be considered as a unit shared property in the hospitality industry. Second, we investigate the multilevel effects of ‘unit emotion work’ on customer satisfaction and loyalty. Survey data were collected from employees of 117 work units and 1069 customers in Spain. We found evidence for shared perceptions of ‘unit emotion work’ in three dimensions (the requirement to display positive emotions, sensitivity requirements towards customers’ emotions, and emotion-rule dissonance). Multilevel analyses showed a significant positive effect of sensitivity requirements on customer loyalty, a significant negative effect of emotion-rule dissonance on customer satisfaction, and a non-significant relationship between requirement of positive emotions and customer outcomes. Our findings provide the first empirical evidence for ‘unit emotion work’ and its impact on customer outcomes in the hospitality industry.

Emotional intelligence (EI) and assertiveness are key abilities for physiotherapists. Clinical placements seem to affect students' development of EI and assertiveness, and their construction of the professional role.This study aims to compare the EI of physiotherapy students with students from other health professions and explore the evolution of EI and assertiveness in physiotherapy students throughout their university education, focusing on the influence of clinical practice.Students (N = 753) completed a self-administered questionnaire to measure emotional intelligence (TMMS 24), assertiveness (CSES), and sociodemographic variables.EI levels were adequate and very similar across the three disciplines. Regarding assertiveness, physiotherapy students in year 4 obtained significantly higher levels than students in years 1, 2, and 3. Significant correlations (rs (207) = 0.35,This study contributes with further evidence on the improvement of assertiveness in physiotherapy students through their university education and, in particular, with clinical placements. Practical implications highlight the importance of training in EI and assertiveness during university, coupled with clinical placements, in order to prepare for an effective and satisfactory professional life.

Introduction/objective: HR practices have been widely studied in the literature. However, critical research gaps remain unexplored. Little attention has been paid to the relationship between HR practices and well-being, or the mechanisms that explain the effect of HR on employees’ wellbeing, and the role of gender in this relationship. Hence, this study aims to examine the relationship between HR practices and well-being (eudemonic and hedonic) through organizational justice, taking into account gender. Method: A convenience sampling technique was used in a correlational design. The sample was composed of 1647 employees from 42 Spanish organizations. Our measures were HR practices, organizational justice, and hedonic and eudemonic wellbeing. Multi-group structural equation models were computed. Results: The results supported our hypothesis, which mainly stated that (1) organizational justice (distributive, procedural and interactional justice) mediated the relationship between HR practices and eudemonic and hedonic well-being; (2) there were differences between men and women in this mediation. Conclusions: Human resource practices and organizational justice offer tools to HR managers in order to maintain and improve employees’ well-being levels within their organizations.

BACKGROUND The global health emergency generated by the COVID-19 pandemic is posing an unprecedented challenge to health care workers, who are facing heavy workloads under psychologically difficult situations. Mental mobile Health (mHealth) interventions are now being widely deployed due to their attractive implementation features, despite the lack of evidence about their efficacy in this specific population and context. OBJECTIVE The aim of this trial is to evaluate the effectiveness of a psychoeducational, mindfulness-based mHealth intervention to reduce mental health problems in health care workers during the COVID-19 pandemic. METHODS We conducted a blinded, parallel-group, controlled trial in Spain. Health care workers providing face-to-face health care to patients with COVID-19 were randomly assigned (1:1) to receive the PsyCovidApp intervention (an app targeting emotional skills, healthy lifestyle behavior, burnout, and social support) or a control app (general recommendations about mental health care) for 2 weeks. The participants were blinded to their group allocation. Data were collected telephonically at baseline and after 2 weeks by trained health psychologists. The primary outcome was a composite of depression, anxiety, and stress (overall score on the Depression Anxiety Stress Scale-21 [DASS-21]). Secondary outcomes were insomnia (Insomnia Severity Index), burnout (Maslach Burnout Inventory Human Services Survey), posttraumatic stress (Davidson Trauma Scale), self-efficacy (General Self-Efficacy Scale), and DASS-21 individual scale scores. Differences between groups were analyzed using general linear modeling according to an intention-to-treat protocol. Additionally, we measured the usability of the PsyCovidApp (System Usability Scale). The outcome data collectors and trial statisticians were unaware of the treatment allocation. RESULTS Between May 14 and July 25, 2020, 482 health care workers were recruited and randomly assigned to PsyCovidApp (n=248) or the control app (n=234). At 2 weeks, complete outcome data were available for 436/482 participants (90.5%). No significant differences were observed between the groups at 2 weeks in the primary outcome (standardized mean difference –0.04; 95% CI –0.11 to 0.04; P=.15) or in the other outcomes. In our prespecified subgroup analyses, we observed significant improvements among health care workers consuming psychotropic medications (n=79) in the primary outcome (–0.29; 95% CI –0.48 to –0.09; P=.004), and in posttraumatic stress, insomnia, anxiety, and stress. Similarly, among health care workers receiving psychotherapy (n=43), we observed improvements in the primary outcome (–0.25; 95% CI –0.49 to –0.02; P=.02), and in insomnia, anxiety, and stress. The mean usability score of PsyCovidApp was high (87.21/100, SD 12.65). After the trial, 208/221 participants in the intervention group (94.1%) asked to regain access to PsyCovidApp, indicating high acceptability. CONCLUSIONS In health care workers assisting patients with COVID-19 in Spain, PsyCovidApp, compared with a control app, reduced mental health problems at 2 weeks only among health care workers receiving psychotherapy or psychotropic medications. CLINICALTRIAL ClinicalTrials.gov NCT04393818; https://clinicaltrials.gov/ct2/show/NCT04393818.

AimTo evaluate the impact of a psychoeducational, mobile health intervention based on cognitive behavioural therapy and mindfulness-based approaches on the mental health of healthcare workers at the frontline against COVID-19 in Spain.DesignWe will carry out a two-week, individually randomised, parallel group, controlled trial. Participants will be individually randomised to receive the PsyCovidApp intervention or control App intervention.MethodsThe PsyCovidApp intervention will include five modules: emotional skills, lifestyle behaviour, work stress and burnout, social support, and practical tools. Healthcare workers having attended COVID-19 patients will be randomized to receive the PsyCovidApp intervention (intervention group) or a control App intervention (control group). A total of 440 healthcare workers will be necessary to assure statistical power. Measures will be collected telephonically by a team of psychologists at baseline and immediately after the two weeks intervention period. Measures will include stress, depression and anxiety (DASS-21 questionnaire – primary endpoint), insomnia (ISI), burnout (MBI-HSS), post-traumatic stress disorder (DTS), and self-efficacy (GSE). The study was funded in May 2020, and was ethically approved in June 2020. Trial participants, outcome assessors and data analysts will be blinded to group allocation.DiscussionDespite the increasing use of mobile health interventions to deliver mental health care, this area of research is still on its infancy. This study will help increase the scientific evidence regarding the effectiveness of this type of intervention on this specific population and context.ImpactDespite the lack of solid evidence about their effectiveness, mobile-based health interventions are already being widely implemented because of their low cost and high scalability. The findings from this study will help health services and organizations to make informed decisions in relation to the development and implementation of this type of interventions, allowing them pondering not only their attractive implementability features, but also empirical data about its benefits.Clinical trial registrationNCT04393818 (ClinicalTrials.gov identifier)

The happy-productive worker thesis (HPWT) assumes that happy employees perform better. Given the relevance of teams and work-units in organizations, our aim is to analyze the state of the art on happy-productive work-units (HPWU) through a systematic review and integrate existing research on different collective well-being constructs and collective performance. Research on HPWU (30 studies, 2001-2018) has developed through different constructs of well-being (hedonic: team satisfaction, group affect; and eudaimonic: team engagement) and diverse operationalizations of performance (self-rated team performance, leader-rated team performance, customers' satisfaction, and objective indicators), thus creating a disintegrated body of knowledge about HPWU. The theoretical frameworks to explain the HPWU relationship are attitude-behavior models, broaden-and-build theory, and the job-demands-resources model. Research models include a variety of antecedents, mediators, and moderating third variables. Most studies are cross-sectional, all propose a causal happy-productive relationship (not the reverse), and generally find positive significant relationships. Scarce but interesting time-lagged evidence supports a causal chain in which collective well-being leads to team performance (organizational citizenship behavior or team creativity), which then leads to objective work-unit performance. To conclude, we identify common issues and challenges across the studies on HPWU, and set out an agenda for future research. ispartof: INTERNATIONAL JOURNAL OF ENVIRONMENTAL RESEARCH AND PUBLIC HEALTH vol:17 issue:1 ispartof: location:Switzerland status: published

Background The global health emergency generated by the COVID-19 pandemic is posing an unprecedented challenge to health care workers, who are facing heavy workloads under psychologically difficult situations. Mental mobile Health (mHealth) interventions are now being widely deployed due to their attractive implementation features, despite the lack of evidence about their efficacy in this specific population and context. Objective The aim of this trial is to evaluate the effectiveness of a psychoeducational, mindfulness-based mHealth intervention to reduce mental health problems in health care workers during the COVID-19 pandemic. Methods We conducted a blinded, parallel-group, controlled trial in Spain. Health care workers providing face-to-face health care to patients with COVID-19 were randomly assigned (1:1) to receive the PsyCovidApp intervention (an app targeting emotional skills, healthy lifestyle behavior, burnout, and social support) or a control app (general recommendations about mental health care) for 2 weeks. The participants were blinded to their group allocation. Data were collected telephonically at baseline and after 2 weeks by trained health psychologists. The primary outcome was a composite of depression, anxiety, and stress (overall score on the Depression Anxiety Stress Scale-21 [DASS-21]). Secondary outcomes were insomnia (Insomnia Severity Index), burnout (Maslach Burnout Inventory Human Services Survey), posttraumatic stress (Davidson Trauma Scale), self-efficacy (General Self-Efficacy Scale), and DASS-21 individual scale scores. Differences between groups were analyzed using general linear modeling according to an intention-to-treat protocol. Additionally, we measured the usability of the PsyCovidApp (System Usability Scale). The outcome data collectors and trial statisticians were unaware of the treatment allocation. Results Between May 14 and July 25, 2020, 482 health care workers were recruited and randomly assigned to PsyCovidApp (n=248) or the control app (n=234). At 2 weeks, complete outcome data were available for 436/482 participants (90.5%). No significant differences were observed between the groups at 2 weeks in the primary outcome (standardized mean difference –0.04; 95% CI –0.11 to 0.04; P=.15) or in the other outcomes. In our prespecified subgroup analyses, we observed significant improvements among health care workers consuming psychotropic medications (n=79) in the primary outcome (–0.29; 95% CI –0.48 to –0.09; P=.004), and in posttraumatic stress, insomnia, anxiety, and stress. Similarly, among health care workers receiving psychotherapy (n=43), we observed improvements in the primary outcome (–0.25; 95% CI –0.49 to –0.02; P=.02), and in insomnia, anxiety, and stress. The mean usability score of PsyCovidApp was high (87.21/100, SD 12.65). After the trial, 208/221 participants in the intervention group (94.1%) asked to regain access to PsyCovidApp, indicating high acceptability. Conclusions In health care workers assisting patients with COVID-19 in Spain, PsyCovidApp, compared with a control app, reduced mental health problems at 2 weeks only among health care workers receiving psychotherapy or psychotropic medications. Trial Registration ClinicalTrials.gov NCT04393818; https://clinicaltrials.gov/ct2/show/NCT04393818.

Abstract. Our main goal was to test the moderating role of customer complaints (“presence” vs. “absence”) in the links from extra-role customer service (ERCS) to customer satisfaction. To this end, we conducted two independent survey studies in two service settings: hotels and service-centers for individuals with intellectual disability. A total of 571 hotel customers and 876 legal guardians of individuals with intellectual disability participated in the studies. We found that the magnitude of the relationship between ERCS and customer satisfaction was higher for presence of complaints than for absence in both service settings. Results are discussed in terms of compensation-seeking, reciprocity, generous behavior, and characteristics of service encounters between employees and customers.

Tourism is the main economic sector in the Balearic Islands (Spain) and hotel housekeepers (HHs) are a large occupational group, in which stress is becoming a major issue. This study aims at exploring in-depth factors perceived as stressors by HHs and key-informants, and their effects on work-life balance (WLB). A qualitative design with phenomenological approach was used, conducting six focus groups with 34 HHs and 10 individual interviews with key-informants. Results were analyzed adopting the job demands-resources model and a gender perspective. High demands, e.g work overload, time pressure, physical burden&hellip, lack of enough resources and little control, derived from role conflict, unexpected events&hellip, were the most important factors explaining HHs&rsquo, stress. Additionally, this imbalance was perceived as leading to health problems, mainly musculoskeletal disorders. Working schedule was mentioned as a facilitator to WLB, whereas an imbalance between job demands and resources led to work-home conflict, preventing them from enjoying leisure time. Multiple roles at work and at home increased their stress. HHs experienced their job as invisible and unrecognised. Regarding practical implications, our recommendations for hotel organization include reducing workload and increasing resources, which would improve the job demands-resource balance, diminish negative mental and physical outcomes and improve WLB.

Abstract. Emotion work, or the requirement to display certain emotions during service interactions, may produce burnout when these emotions are not truly felt – emotion rule dissonance. Building on the support-buffering model we hypothesized that a supportive climate should provide emotional resources to employees protecting them against strain from emotion work. We tested this multilevel prediction in a sample of 317 front-line employees nested in 99 work units at large Spanish hotels and restaurants. Our results showed that supportive climate protects employees against experiencing emotional exhaustion (main effect) and attenuates the negative effects of emotion rule dissonance on emotional exhaustion (moderating effects). These results provide empirical evidence for the important role of supportive climate as a buffer between emotion work and well-being.

Building on the interactionist approach and the consideration of service organizations as open-systems, this study examines the moderating role of team climate for innovation on the relationship between team engagement and service performance. The sample consisted of 599 customers, 344 boundary employees, and 86 supervisors nested in 86 teams from 60 hotels. Multilevel analyses showed significant positive direct relationships between team engagement and service quality indicators. We also found a consistent moderating role of climate for innovation on the association between team engagement and different service performance indicators (functional and relational service quality, overall satisfaction, and loyalty), which means that the relationship between team engagement and service performance becomes stronger as climate for innovation increases. There is a crossover process from team engagement (internal facet) to customers’ evaluations of service performance (critical external stakeholders) especially w...

The dropout of university studies is a main concern in many countries, also for Health Sciences degrees. The reviews on dropout in all university degrees as well as nursing generally show multidimensional causes with factors related both to institutional and students' characteristics. Regarding the personal variables of students, researchers have focused on financial, family and personality features. Far less attention has been devoted to emotional variables. This study aims to explore whether individual variables of the emotional domain such as perceived emotional intelligence, dispositional optimism/pessimism and depressive rumination are related and/or can predict students' intention to dropout and academic performance. Using a cross-correlational approach, data were obtained from a sample of 144 nursing students. Students with a pessimistic disposition revealed a greater tendency to drop out. The remaining variables correlated significantly with pessimism but had no predictive value on dropout. Our results suggest that students with low levels of emotional clarity and repair and high depressive rumination have pessimistic expectations, so they are more likely to leave studies. No significant results were found in relation to academic performance. We conclude with an identification of strategies to increase retention and academic success.

This article explores the role of resident's perceptions of impacts as indicators of tourism destination decline using data collected from five coastal communities in Belize, each experiencing a different level of tourism development. First, a theoretical relationship between Butler's [Butler, R. (1980). The concept of a tourist area cycle of evolution: implications for management of resources. Canadian Geographer, 24, 5-12.] Tourism Area Life Cycle (TALC) is proposed, drawing on additional well-established theories from the tourism and social science literature. Next, the proposed relationship is tested using resident perception data collected in the Belizean communities. The data are used to predict the position of the study communities in the TALC which, based on the proposed model, range from the late exploration to late development stage. The results show that the data collected in Belize reflect the proposed relationship, suggesting that local perceptions of tourism impacts may be used as indicators of destination decline.

This study presents the validity and reliability analysis of a questionnaire that assesses emotion work in the service sector. Emotion work is a term introduced by Hochschild (1983) and it refers to the expression of organizationally desirable emotions to influence the interactions with clients at work. The results show a 6-factor structure: Requirement to display Positive, Negative and Neutral Emotions, Sensitivity Requirements, Interaction Control and Emotional Dissonance. The analysis of the sub-scale scores reveals that the most frequently expressed emotions are positive, whereas negative emotions are expressed less frequently.

This article aims to test a model linking service climate to the frequency of expression of positive emotions by frontline employees. We propose that burnout and engagement at work mediate the relationship between service climate and the expression of positive emotions. Service climate impacts negatively on burnout and positively on engagement; in turn, burnout and engagement are significantly related to the frequency of expression of positive emotions. This model was tested both at the individual and work-unit levels. In addition, it was compared with a direct model that proposes an additional direct link from service climate to frontline employees’ positive emotions. Models were tested through structural equation modeling. The sample consisted of 508 frontline employees working in 151 work-groups. At the individual level, results confirmed the mediating role of engagement in the relationship between service climate and the expression of frontline employees’ positive emotions. At the work-unit level, both burnout and engagement mediated the relationship between service climate and positive emotions. Engagement was the most important direct predictor of the display of positive emotions, both at the individual and work-unit levels., Este artigo teve como objectivo testar um modelo que relaciona o clima de serviço com a frequência de expressão de emoções positivas por parte dos trabalhadores de frontline. Propõe-se que o burnout e o engagement no trabalho medeiam a relação entre o clima de serviço e a expressão de emoções positivas. O clima de serviço tem um impacto negativo sobre o burnout e positivo sobre o engagement; por sua vez, burnout e engagement estão significativamente relacionados com a frequência da expressão de emoções positivas. Este modelo foi testado quer ao nível individual quer ao nível das unidades de trabalho, tendo sido comparado com um modelo que propõe uma associação directa adicional entre o clima de serviço e as emoções positivas dos trabalhadores de frontline. Os modelos foram testados através de modelos de equações estruturais (SEM). A amostra foi composta por 508 trabalhadores de frontline, pertencentes a 151 grupos de trabalho. No nível individual, os resultados confirmaram o papel mediador do engagement na relação entre o clima de serviço e a expressão de emoções positivas por parte dos trabalhadores de frontline. Ao nível da unidade de trabalho, quer o burnout quer o engagement medeiam a relação entre o clima de serviço e as emoções positivas. O engagement revelou-se o mais importante preditor directo da expressão de emoções positivas, tanto no nível individual como na unidade de trabalho.

The model of romantic love and the acceptance of related myths have been granted wide relevance in our context. It has also been suggested that the concept of love can play a role in the origin and maintenance of gender violence. As an initial step towards researching this relationship, the objective of this article is to study the prevailing concept of love in the Spanish population, as well as to analyze any differences that gender and age may introduce in this conception. A reduced version of the Love Attitudes Scale was administered to a representative sample of 1,351 people. Results show that both men and women widely accept the love styles Eros, Agape, Storge and Pragma, reject the Ludus style, and are indifferent to the Mania style. However, the order of preference for love styles is different for men and women and for different age groups. These results are analyzed and discussed.

Las investigaciones sobre actitudes hacia la violencia contra las mujeres en la pareja han determinado el predominio de las actitudes negativas hacia esta violencia en población general y en colectivos específicos. Sin embargo, es menos lo que se conoce sobre las actitudes de la población general hacia comportamientos considerados abusivos por los/as expertos/as que trabajan el tema (y que permiten, por ejemplo, delimitar la existencia de maltrato “técnico” o “encubierto”). Este trabajo tiene como objetivo evaluar las actitudes hacia las formas encubiertas de violencia contra las mujeres en la pareja (micromachismos) y su aceptación social. Para ello se elaboró un cuestionario de 25 ítems, administrado telefónicamente a una muestra representativa de 1351 personas. Los resultados indican que el cuestionario elaborado está constituido por cinco factores que explican el 43.53% de la varianza total y evalúan las actitudes hacia comportamientos del varón hacia la mujer en pareja como la invasión de espacios físicos y simbólicos, la generación de inseguridad y temor, la relegación de la mujer hacia el rol femenino tradicional y las maniobras de control e infravaloración. Se analiza el nivel de aceptación de estos micromachismos entre la población estudiada, en general y diferenciada por género y edad.

This article tested the gender differences in the relationships between perceptions of justice, customers' satisfaction, and behavioral intentions. The sample consisted of 334 subjects (205 men and 129 women) surveyed in 38 hotels located in Spain. A questionnaire was used to measure distributive, procedural, and interactional justice as well as customers' responses of satisfaction and intentions. Analysis showed that the correlation between scores for distributive justice and customers' satisfaction as well as that between distributive justice and intentions were greater for men than for women. In contrast, the sex differences in the links of procedural and interactional justice to satisfaction and intentions were not significant.

La teoría de la atribución establece que las dimensiones atributivas de las causas percibidas de un hecho determinan el tipo de conducta de las personas sobre el mismo. Las causas percibidas del burnout pueden modular la conducta de afrontamiento del mismo. Se analizan las relaciones entre las dimensiones del burnout y la atribución causal en una muestra de 614 profesores de preescolar a secundaria/bachillerato de las Islas Baleares. Se aplicó la Escala de Dimensiones Causales Atributivas, que evalúa Lugar de Causalidad, Estabilidad, Controlabilidad, Globalidad e Intencionalidad de la causa percibida del estrés. El burnout se midió con una versión propia del MBI para profesores (Maslach y Jackson, 1986). Los resultados obtenidos indican que las dimensiones de burnout presentan una relación moderada con las dimensiones causales, de modo que a mayor Agotamiento Emocional se corresponde con percepciones de causas más estables, globales, intencionales y menos controlables; a mayor Despersonalización nos encontramos con percepciones de causas más internas, estables, intencionales y globales; mientras que mayor Realización Personal se corresponde con percepciones de causas menos estables (inestables), menos globales (específicas) y más controlables. Se analizan las consecuencias y las estrategias de intervención que puede aportar el marco teórico de la atribución.

Desde el punto de vista de la organización resulta altamente interesante saber qué debe hacer un mando para influir positivamente en la eficacia de su equipo. Relacionado con ello, y dada la importancia del sector servicios en nuestro país, se planteó una investigación sobre las variables que intervienen en la motivación, en la percepción de autoeficacia y en la satisfacción laboral de los trabajadores/as con diferentes puestos de trabajo y que realizan su trabajo en equipo, prestando especial atención a la influencia del mando a partir de sus habilidades comunicativas. La muestra de estudio estaba formada por 296 trabajadores/as integrados/as en 37 equipos de trabajo, a quienes se aplicó el "Job Diagnostic Survey" (Hackman y Oldman, 1974) y una escala para evaluar las habilidades sociales diseñada ad hoc. Los resultados obtenidos corroboran lo descrito en la literatura en cuanto a la importancia de las habilidades y competencias comunicativas de los mandos y directivos sobre la motivación, satisfacción y autoeficacia de sus colabores/as.