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Emotional Labor Case Study

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Emotional labor and service industry. (Keep yourself on track. Do not emphasize too much on emotional labor. There is a need to discuss other issues experienced by service industry’s employees). 1. What is emotional labor? Who and what is the basis of an introduction of emotional labor? • The basis of the introduction of emotional labor is emotion work introduced by Hochschild (1979). "Emotion work" refers more broadly to the act of evoking or shaping, as well as suppressing feeling in on self. I avoid the term "manipulate" because it suggests shallowness is do not mean to imply. We can speak then of two broad types of emotion work: evocation in which the cognitive focus is on a desired feeling which is initially absent, and suppression in …show more content…

In contrast Rafaeli and Sutton (1987) highlight the positive outcomes of emotional harmony, which they define as the match between experienced and expressed emotions, and emotional norms. Emotional harmony would be achieved in the case when a service employee expresses genuine positive emotions in the service encounter and Rafaeli and Sutton (1987) argue that emotional harmony is associated with employee well-being (Lings, I., Durden, G., Lee, N. and Cadogen, J.W., …show more content…

Note: Link the following statement with individual differences especially personality in dealing with emotional labor. Those who are high in conscientiousness for example view their responsibility in work-related emotional labor and household/personal responsibility in a different light. Explain more. • Hochschild (1983) – Negative consequences of emotional labor involve an interference with worker’s capacity to strike balance between the requirements of the self and the demands of the work role. o Why? Any workers who are too identified with their work role are at risk precisely because the feelings expressed at work are inseparable from the self. Over time, this inability to depersonalize and detach oneself increases these workers’ risk of burnout (Wharton, 1999). • Emotive dissonance – Workers may experience certain emotions during their interactions with customers and clients but feel compelled to display other emotions (Wharton,

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