Emotional Labor in Service Roles: The Influence of Identity
Abstract
Emotional labor is the display of expected emotions by service agents during service encounters. It is performed through surface acting, deep acting, or the expression of genuine emotion. Emotional labor may facilitate task effectiveness and self-expression, but it also may prime customer expectations that cannot be met and may trigger emotive dissonance and self-alienation. However, following social identity theory, we argue that some effects...
Paper Details
Title
Emotional Labor in Service Roles: The Influence of Identity
Published Date
Jan 1, 1993
Journal
Volume
18
Issue
1
Pages
88 - 115
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Notes
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