Suchergebnisse

Abstract. Emotional labour (hereinafter EL) is a form of work that involves managing emotions and emotional expressions during social interaction to achieve professional goals and to fulfil the emotional requirements of a job. EL can bring negative psychological consequences for employees such as burnout and exhaustion. Such negative outcomes are determined mostly by the EL strategy that employees implement. This article seeks to expand understanding of the dispositional and situational determinants of EL, and the role played by dispositional variables in determining the outcomes of EL. Drawing on survey data from 29 employees working in the service sector, we find that among EL strategies surface acting has been consistently shown to have the most detrimental effects on employee well-being. On the other hand, deep acting can be viewed as a healthier way to perform EL, and the expression of genuine emotions can even reduce the negative outcomes of EL. Understanding the antecedents of EL strategies would therefore enable more effective interventions to be developed aimed at reducing burnout by influencing the way in which employees perform EL.
Keywords: emotional labour, burnout, antecedents of emotional labour

Evropska unija je gospodarska in politična povezava 28. evropskih držav, ki svojim članicam omogoča ekonomsko sodelovanje, enotni trg in skupno institucionalno okolje. Nemčija je ena od ustanoviteljic te povezave, Slovenija spada med mlajše članice, Hrvaška pa se je Evropski uniji pridružila komaj leta 2013. Kljub nekaterim skupnim točkam pa obstaja med njimi mnogo razlik. Nemško gospodarstvo je razvitejše od slovenskega in hrvaškega, saj je bruto domači proizvod na prebivalca po pariteti kupne moči za leto 2012 v Nemčiji bil višji od evropskega povprečja za 23 %, v Sloveniji je bil za 18 % nižji od povprečja EU-28, hrvaški pa je zaostajal za evropskim povprečjem za kar 39 %. V tej raziskavi smo želeli ugotoviti, ali se omenjeni razvojni razkorak med Slovenijo in Nemčijo ter Hrvaško kaže skozi razmerja ravni cen storitev. V ta namen smo v tem delu primerjali cene 101 storitve med Slovenijo, Nemčijo in Hrvaško, ki smo jih razdelili v 10 skupin. Na podlagi izračunov smo prišli do naslednjih zaključkov: • Cene storitev so bile v Sloveniji v marcu in aprilu 2012 v povprečju za 30 % nižje kot v Nemčiji. Slovenski potrošnik je v povprečju za opazovano skupino storitev plačal le 70 % zneska, ki ga je plačal nemški potrošnik. • Primerjava cen storitev med Slovenijo in Hrvaško pokaže, da so bile v enakem opazovanem obdobju cene storitev v povprečju za 20 % višje kot na Hrvaškem. • Relativno najcenejša skupina storitev, ko primerjamo Slovenijo z Nemčijo, so obrtne storitve in popravila, relativno najdražja skupina storitev, ko primerjamo Slovenijo s Hrvaško, pa so komunalne storitve. • Obstaja večja stopnja podobnosti cen preučevanega vzorca storitev med Slovenijo in Hrvaško, kot pa med Slovenijo in Nemčijo. ; The European Union is an economic and political union of 28 European countries, which enables its members economic cooperation, single market and common institutional environment. Germany is one of the founders of the Union, Slovenia belongs to its younger members and Croatia joined to the European Union in the year 2013. Despite some common points, there are many differences among these member countries. German economy is more developed than Slovenian and Croatian, as the GDP per capita in PPS for the year 2012 in Germany was 23 % higher from the European average, in Slovenia it was 18 % lower than the average of the EU-28, and Croatia stayed behind the European average by 39 %. In this study, we wanted to determine whether the above mentioned development gap among Slovenia, Germany and Croatia shows through all levels of service prices. With this purpose this thesis compares the prices of 101 services in Slovenia, Germany and Croatia, which were divided into 10 groups. On the basis of calculations we came to the following conclusions: • In March and April 2012 in Slovenia the prices of services were 30 % lower on average than in Germany, thus the aggregate price level was 0.7. This means that the Slovenian consumer paid only 70 % of the amount for the same service as the German consumer did. • The comparison of prices between Slovenia and Croatia shows, that in the same observing period the prices in Slovenia were on average 20 % higher than in Croatia. • Comparing Slovenia and Germany the relatively cheapest group of services were the handcraft services and the services of repairs, the relatively most expensive group of services, when comparing Slovenia and Croatia are the utility services. • The level of price similarity of the observed groups of services is higher when comparing Slovenia and Croatia as in comparing Slovenia and Germany.

Po terorističnih napadih Al Kaide v Združenih državah Amerike septembra 2001 se je dojemanje varnostni in groženj mednarodne skupnosti povsem spremenilo. Varnostni svet Organizacije združenih narodov je že dan po terorističnih napadih sprejel Resolucijo 1368 (2001), ki opredeli napade kot oborožen napad na Združene države Amerike in kot ogrožanje mednarodnega miru in mednarodne varnosti. Nepredvidljivo in spremenjeno varnostno okolje v svetu je zahtevalo takojšen odziv. Mednarodna skupnost kot vir ogrožanja identificira Afganistan. Še isto leto so z mandatom Organizacije združenih narodov vzpostavljene Mednarodne sile za pomoč v Afganistanu, katerih vodenje leta 2003 prevzame zveza Nato. Misijo, ki se je zaključila konec 2014, v letu 2015 nadomesti nebojna svetovalna Misija Odločna podpora in se izvaja še danes. Odziv na sodobne grožnje države rešujejo v medsebojnih zavezništvih ter delovanju v mednarodnih operacijah in misijah. Članstvo Republike Slovenije v zvezi Nato je prineslo obveznost izpolnjevanja zavez, ki so bile podane v pristopnem obdobju ter kasneje članstvu. Kot polnopravna članica poleg tega sodeluje v procesu oblikovanja in izvajanja varnostnih in obrambno političnih smernic. Republika Slovenija svoje obveznosti v Zavezništvu izpolnjuje tudi s sodelovanjem v mednarodnih operacijah in misijah, kot so Nato-vodene mednarodne operacije in misije v Afganistanu, kjer sodeluje od leta 2004. Vloga obveščevalno varnostnih služb pred napotitvijo, v času delovanja ter po zaključku delovanja slovenskih pripadnikov v Nato-vodenih operacijah je izjemno pomembna in ena od najbolj učinkovitih oblik zaščite lastnih sil. Ob upoštevanju omejenih resursov je mednarodno sodelovanje Republike Slovenije ključno pri zagotavljanju tovrstne podpore v Afganistanu. ; After the Al Qaeda terrorist attacks in the United States of America in September 2001, the perception of the security and threats of the international community has completely changed. A day after the terrorist attacks, the United Nations Security Council adopted Resolution 1368 (2001) defining attacks as an armed attack on the United States and as a threat to the international peace and international security. An unpredictable and changed security environment demanded an immediate response in the world. The international community identifies Afghanistan as a source of threat. In the same year, under the United Nations mandate, the International Security Assistance Force in Afghanistan was established and transformed in NATO-led mission in 2003. The mission that concluded at the end of 2014 was replaced today's ongoing by non-combat advisory Resolute Support Mission in the beginning of 2015. When responding to the modern threats countries develops mutual alliances and work together in international operations in missions. With membership in NATO, the Republic of Slovenia assumed responsibility for fulfilling the commitments made during the accession period in later on as a member of Alliance. As an Ally is involved in the process of designing and implementing security and defence policy guidelines. The Republic of Slovenia also fulfils its commitments in the Alliance by participating in international operations on missions such as NATO-led international operations in the mission in Afghanistan, where it has been participating since 2004. The role of intelligence security services before the deployment, during the operation and after the deployment is extremely important and is one of the most effective forms of force protection. Taking into account limited resources, the international cooperation is crucial for the Republic of Slovenia in providing such support in Afghanistan.

V uvodnem poglavju magistrskega dela smo opredelili problem, namen, cilje in hipoteze. Zapisali smo predpostavke in omejitve ter predstavili predvidene raziskovalne metode. V drugem poglavju smo predstavili prostovoljstvo in program Evropske prostovoljne službe. Ker je program Evropske prostovoljne službe vezan na mednarodni prostor, smo pozornost namenili tudi mednarodnemu prostovoljnemu delu. Predstavili smo celoten program Erasmus +, ki financira tudi program Evropske prostovoljne službe. Ker program Evropske prostovoljne službe zahteva tesno sodelovanje med zaposlenimi in prostovoljcem, smo v tretjem poglavju obdelali modele zadovoljstva pri delu, ker po našem mnenju zadovoljstvo zaposlenih vpliva na sodelovanje s prostovoljci. V nadaljevanju v četrtem poglavju smo predstavili razlike med kulturami, saj v našem primeru govorimo o mednarodnem prostovoljnem delu. Poznavanja in spoštovanje razlik med kulturami, lahko doprinese k uspešnemu sodelovanju med različnimi kulturami. V petem poglavju smo predstavili dve organizaciji, Društvo center za pomoč mladim iz Slovenije, in Občino Kuopio iz Finske. Organizaciji sta akreditirani za izvajanje projektov Evropske prostovoljne službe. Z predstavnikoma organizacije smo izvedeli intervju. S pomočjo intervjujev smo spoznali izkušnje in pomanjkljivosti organizacij pri pripravi, izvedbi in evalvaciji projektov Evropske prostovoljne službe. Na podlagi odgovorov intervjujev smo izvedeli SWOT analizo. V nadaljevanju pa pripravili predlog programa za pripravo zaposlenih na delo s prostovoljci iz tujine, kar smo si kot glavni cilj zadali v uvodu magistrskega dela. ; In the introductory chapter of the master thesis we have identified the problem, purpose, objectives and hypotheses. We have wrote assumptions and limitations. We have present the intended research methods as well. In the second chapter we have presented the volunteering and the European Voluntary Service. Since the program European voluntary service is linked to the international area, we have also focused on the international volunteer work. We presented the entire program Erasmus +, by which European voluntary service is funded. Since the European Voluntary Service program requires close cooperation between employees and volunteers, in the third chapter we have analyzed models of job satisfaction because, in our view, employee satisfaction has impact on the cooperation with volunteers. In the fourth chapter, we present the differences between cultures, as in our case, we are talking about international volunteering. Knowledge of and respect for differences among cultures, may contribute to the successful cooperation between different cultures. In the fifth chapter, we present the two organizations, the Youth Aid Center Association from Slovenia, and the Municipality of Kuopio from Finland. The both organizations are accredited for implementation of European Voluntary Service. We have make an interview with the representatives of the both organizations. Through interviews we have learned about experiences and shortcomings of organizations in the preparation, implementation and evaluation of projects of European Voluntary Service. Based on the responses of interviews we have make SWOT analysis. After that we have prepare a draft of program for preparing employees to work with volunteers from abroad, which we have set as a main objective for the thesis in the introduction chapter.

When national authorities decide what activities will be needed to provide public goods & to what extent, they must also make a decision on the modes of allocation & distribution of public goods (which are the objects of public service provision) among users. In the practice of the EU Member States, a variety of diverse public service provision systems can be found. They vary between the public sector & the market, & they include numerous & highly diverse organizational forms of public service provision. A public enterprise is one of them. In the Slovenian legal regulation, a variety of problems arise due to the deficiencies in the existing public enterprise organization. These problems mostly result from some public enterprise status issues regulated under private law. The biggest problem of statutory regulation of the public enterprise status in Slovenia is certainly the absence of a special organizational model of the public enterprise. Adapted from the source document.

Among the tasks performed by the Slovenian municipalities to meet the needs of individual residents there is also the provision of local public services. A municipality provides the performance of the public services determined by the municipality itself, & the performance of the public services established by law (local public services). The legal foundations for the regulation & operation of public utility services are given primarily in the Local Self-Government Act & in the Public Utilities Act, as well as in sector-specific laws for individual services. The overview of public utility services & the modes of their performance in two urban municipalities indicate that in Slovenian municipalities, public utility services are performed primarily in two ways: in public enterprises & by awarding a public service concession. Adapted from the source document.

The Law Amending the General Administrative Procedure Act refers to a variety of provisions. New solutions should contribute to a more rapid, more efficient and more cost-effective procedure. Primarily due to elimination of the inconsistent use of individual provisions in practice, the amending law regulates more definitely the issues of authorizing the persons to manage and make decisions at different decision-making levels in administrative procedures in municipalities. The law also develops electronic operations and it especially amends the electronic service provisions. There is a fairly large number of amendments in the Service Chapter. And an important novelty needs to be emphasized. This is the institute of the waiver of the right to appeal which the General Administrative Procedure Act did not know. However, it is well-known in foreign legal regulations and in the Construction Act adopted in our country. Adapted from the source document.