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Effect of Emotional Labor on Work Outcomes

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ISBN-10: 3843320578

ISBN-13: 9783843320573

Edition: N/A

Authors: Ela �nler �z

List price: $43.00
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Hochschild (1983), in his book called The Managed Heart, has conceptualized the behaviors and actions that represent the frontline of the employees to the customer as "emotional labor." He has defined the emotional labor as "employees' management of their emotions and their labor during this management in order to give good services to their customers" (Hochschild, 1983). The most important assumption about emotional labor derived from the studies conducted up to date is that organizations bring certain standards to their employees' behaviors by developing emotional display rules in order to help them in reflecting their emotions to their customers in an appropriate manner (Gosserand,…    
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Book details

List price: $43.00
Publisher: Lambert Academic Publishing
Binding: Paperback
Pages: 104
Size: 6.00" wide x 9.00" long x 0.25" tall
Weight: 0.374
Language: English