Faking it: a conceptual discussion on emotional labor, emotional dissonance and emotional intelligence
Emotional labor is a construct that is intertwined with the hospitality industry as employees are required to accommodate certain behavior or emotion to conform with the idea of providing excellent and sincere service to guests or customers. The concept of emotional labor will be further investigate...
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| Main Authors: | , , , , |
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| Format: | Article |
| Published: |
Human Resource Management Academic Research Society
2018
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| Subjects: | |
| Online Access: | http://eprints.uthm.edu.my/4067/ http://dx.doi.org/10.6007/IJARBSS/v8-i17/5142 |
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| Institution: | Universiti Tun Hussein Onn Malaysia |