Customer Expectations of Employee Emotional Labour in Service Relationships

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Singh, Jyothsna A.;
  • Subject: HF5549_Personnel

Emotional labor has been defined by Hochschild (1983) as “the management of feeling to create a publicly observable facial and bodily display” (p. 7, 1983). Many jobs contain an emotional component that goes beyond the normal burden on feelings caused by work and thus r... View more
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