Browsing Journal Articles by Author "Banerjee, Prantosh"
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Emotional labor in interactive service roles in Indian restaurants
Sharma, Anand; Banerjee, Prantosh; Yadav, Rama Shankar; Dash, Sanket Sunand (Indian Journal of Industrial Relations, 2015-10)Emotional labour is more pronounced in interactive service roles where significant communication is necessarily exchanged as a part of the service delivery. Customer interaction, performed by stewards is an intrinsic ...