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Emotional Labour

by Sushant Kumar on Jul 24, 2009

The conflicting effects at work and stress.

The conflicting effects at work and stress.

Emotional Labor
By Sushant Kumar
Research Scholar (Marketing)
IIM Lucknow
The concept
Direct interaction with customer
Emotional dissonance (Conflicting emotions)
Felt Emotions
Desired Emotions
Surface Acting vsDeep Acting
Hiding Ones inner feelings
A mask
Trying to modify true inner feeling
- DeepActing
- Surface acting leads to conflicting emotions.
- This leads to higher levels of stress
Stress and Burnout
Telephone customer-service representatives
- Customer’s frustrations settles before saying “Hello”
- Interactions are over phone, emotions run high
- Consequences are damaging
- Professionally
- Personally