An investigation into the influences of emotional labour of holiday representatives
Emotional labour occurs when employees manage their emotions during service interactions in line with particular organisational display rules. ‘Service with a smile’ is an example of such a role requirement which can lead to the overall organisational success as showing positive emotions influence c...
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Sheffield Hallam University
2017
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| Online Access: | https://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.758389 |