Emotional LaborBy Sushant KumarResearch Scholar (Marketing)IIM Lucknow

The conceptDirect interaction with customerEmotional dissonance (Conflicting emotions)Felt EmotionsDesired Emotions

Surface Acting vsDeep ActingHiding Ones inner feelingsA maskTrying to modify true inner feelingDeepActingSurface acting leads to conflicting emotions.This leads to higher levels of stress

DeepActing

Surface acting leads to conflicting emotions.

This leads to higher levels of stress

Stress and Burnout

Telephone customer-service representativesCustomer’s frustrations settles before saying “Hello”Interactions are over phone, emotions run highConsequences are damagingProfessionallyPersonally

Customer’s frustrations settles before saying “Hello”

Interactions are over phone, emotions run high

Consequences are damaging

Professionally

Personally