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Rodríguez-Carvajal, R.; Quinones-Garcia, C.; Clarke, N.; Moreno-Jiménez, B. and De Rivas-Hermosilla, S.
(2010).
URL: http://www.eaohp.org/uploads/1/1/0/2/11022736/bop9...
Abstract
Emotional Labour (EL) and high turnover rates are central features of customer service roles within the Entertainment Industry. EL relates to the effort customer service employees have to exert in order to meet the emotional requirements of their job regardless of their own feelings. Evidence suggests that high leaving rates are the result of the stress associated to the EL employees have to perform. On the other hand, studies support that cultures differ in the extent to which they allow the free regulation of emotion. Impulsive cultures (e.g. Spain) encourage individuals to express their own emotions freely whereas in institutional cultures (e.g. UK) individuals tend not to express their own emotions and to regulate them in order to meet emotional rules.
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About
- Item ORO ID
- 39980
- Item Type
- Conference or Workshop Item
- Extra Information
- pp.267-268
- Academic Unit or School
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Faculty of Business and Law (FBL) > Business > Department for People and Organisations
Faculty of Business and Law (FBL) > Business
Faculty of Business and Law (FBL) - Copyright Holders
- © 2010 The Authors
- Depositing User
- Cristina Quinones