Browsing by Author "Mishra, Sushanta Kumar"
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Does the emotional labor of the service employee affect the self-concept of the consumer in service organization?
Mishra, Sushanta Kumar (2009-08-21)In service interactions the management of service employee’s emotion through emotional labor has gained prominence and is becoming an active method to affect consumer’s behavior. Several researches have indicated that ... -
The Effect of Organizational Identification on Emotional Labor: A Study in the Indian Pharmaceutical Sector
Mishra, Sushanta Kumar (2009)Organizations depend on customers for their survival and growth. With increased importance of customers, organizational focus has expanded from the traditional economic rationale associated with the product (service) to ... -
What Emotional Labor is: A Review of Literature
Mishra, Sushanta Kumar (2009-08-13)The dominance of customer over the production/service employee, and as a result of this, increasing use of emotional labor in the workplace furthers the need to understand what emotional labor is. In this regard, the present ...