Why is it important to have emotional labor and how does it relate to emotional contagion?
What will be an ideal response?
*Emotional labor refers to the process of managing our feelings so that we present positive emotions
even when they are contrary to our actual feelings
*Emotional contagion is a phenomenon in which emotions experienced by one or more individuals in a
work group spread to the others
*Today’s organizations are increasingly customer-oriented, and many managers expect their employees
to present a positive face when interacting with their external customers as well as with their internal
clients and coworkers
*Researchers have found that negative emotions tend to spread more quickly than positive emotions,
which can affect morale, productivity, and motivation
*One should have emotional labor so as not to diminish morale and productivity by having a positive
emotional contagion
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Which of the following is not part of the horizontal information flows of the B/AR/CR process?
a. accounts receivable aging report b. customer payment c. bank deposit d. customer invoice
Which of the following is the main focus of a sales driven organization?
A) Creating and delivering customer value. B) Maximizing the profit generated. C) Increasing market share and volumes. D) Converting the marketing efforts to profits.
Which of the following is true of a joint will?
A. The mere fact that a joint will has been executed creates the presumption of a contract not to revoke the will. B. Whether a joint will is revocable depends only on the language of the will. C. A testator who has made a joint will cannot change the will later under any circumstances. D. Underlying a joint will is an agreement on a common plan.
For excellent customer service to exist, the successful joining of corporate values and
employee values must occur. Values are: a. legal guidelines as to what is right and wrong. b. our interpretation of company policies. c. what our parents taught us to believe. d. a combination of beliefs, perceptions, and ideas as to the appropriate response to a situation.