Emotional labor characteristics the work done by airline staff such as cabin crew. Explain the concept emotional labor and give two examples of strategies that can be used to managed emotional.
Explain additional 3Ps in service managemnet related to SAS as an example
Processs
People
Physical Evidence
Expert Answer
Emotional labor is the process of managing feelings and emotions to fulfill the emotional requirements of the job. An example is that of airline crew or a hospitality establishment where workers are required to regulate and control their emotions while interacting with customers, superiors and co workers.
Some effctive strategies of managing emotional labor are
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