This document discusses the concept of emotional labor, which involves managing one's emotions during interactions with customers to display the desired emotions. There are two types of emotional labor - surface acting, where one hides their true feelings, and deep acting, where one tries to internally feel the desired emotions. Surface acting can lead to higher stress levels due to conflicting felt and displayed emotions. Emotional labor poses challenges for roles like telephone customer service representatives who must manage high-emotion phone interactions without visual cues, which can be professionally and personally damaging due to stress and burnout.

1. Emotional Labor By Sushant Kumar Research Scholar (Marketing) IIM Lucknow

2. The concept Direct interaction with customer Emotional dissonance (Conflicting emotions) Felt Emotions Desired Emotions

4. Surface acting leads to conflicting emotions.

7. Interactions are over phone, emotions run high

8. Consequences are damaging

9. Professionally

10. Personally