Emotional Labour: Comprehensive Review

Emotional Labour is an inseparable component of all interactive work. The sociologist Arlie Hochschild (1983) provided the first definition of emotional labor as applicable to service work. Emotional labour is a form of emotion regulation that creates a publicly visible facial and bodily display within the workplace and sold for a wage.As globe is moving towards service industries, service interactions take place on a daily basis across service sectors. Given the intangibility of service work, it is inevitable to understand the concept of "Emotional Labour". Attaining knowledge on the concept will help academicians and practitioners to understand and manage employees - customers interaction better in the service world.

Autorentext

La dott.ssa Shameem S. (PhD, IIT Madras) è attualmente professore assistente nell'area OB/HRM presso il Great Lakes Institute of Management, Chennai, India. In precedenza, ha lavorato presso la National Oxygen Limited, come responsabile delle risorse umane, l'Institute for Financial Management and Research (IFMR) come docente e l'Università di Gottingen, in Germania, come ricercatore ospite.