Browsing Working Papers 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 ... -
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 ...