Student Theses and Dissertations
Date of Award
Fall 12-17-2023
Document Type
Thesis
Degree Name
Master of Arts (MA)
Program of Study
Communication - Corporate Communication
Language
English
First Advisor
Stuart Davis
Abstract
This research aims to investigate how employees in front-facing/public-oriented positions engage in and experience the effects of emotional labor. Emotional labor is the unpaid, frequently unseen work a person must perform to manage their emotions for other people (Resnick, 2021). This kind of labor can manifest in multiple settings such as the workplace and interpersonal relationships. Emotional labor is often a problem in organizations because there is more focus on how the employee is representing them in customer interactions than the employee’s well-being. During face-to-face or voice-to-voice interactions with customers, employees are required to express proper emotions as a job requirement even when there is mistreatment by a customer.
Recommended Citation
Jain, Khushboo, "Emotional Labor in Front-facing Jobs in University Settings" (2023). CUNY Academic Works.
https://academicworks.cuny.edu/bb_etds/184