Morris and Feldman (1996) conceptualized emotional labor in terms beyond emotional management. Identify and define each of these dimensions
What will be an ideal response?
The first dimension, frequency of appropriate emotional display, simply refers to the
number of interactions and emotional displays between service providers and their clients.
The second dimension, attentiveness to required display rules, refers to the intensity or attention
that the display rules require of the employee. For example, brief emotional interactions are
more likely to be scripted (e.g. please, thank you, a smile) and require less emotional intensity
than more extended interactions (e.g. helping a client make burial arrangements).
The third dimension of emotional labor is variety of emotion required to be expressed. In this
dimension the greater the variety of emotions to be displayed, the more emotional labor that is
involved for the employee.
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Arnab is a PR officer who writes for a certain type of publication in his organization
His job entails portraying the company's complex financial information and industry jargon in simple and understandable English, specifically for readers not associated with the organization. In this scenario, Arnab writes a(n) a) annual report. b) pamphlet. c) brochure. d) employee newsletter.
Demographics describe things such as ________
A) income and gender B) opinions and attitudes C) age and race D) A and C E) all of the above
Corrective feedback and supportive feedback are essentially the same things
Indicate whether the statement is true or false.
Derrick's speech on rodeos focused on three different events. His central idea was "the modern rodeo has many interesting events including bronco busting, calf roping, and bull riding"
Derrick's central idea could be readily broken down into main ideas based on a. a chronological order or series of steps. b. reasons to show the central idea is true. c. logical division of the central idea. d. the relative importance of each idea.