Cynthia is asked to always greet customers with a smile in her voice,as if she's completely loving her job as a customer-service representative for an online shoe company."Customers will," after all,"spend more money if greeted by a smiling voice," insists the company trainers.Which of the following best describes what the company is asking Cynthia to do?

Question

Quizplus · Accepted Answer

The company is asking Cynthia to perform emotional labor, which is the act of managing and controlling one's emotions in order to meet the requirements of a job. Cynthia is expected to put on a facade of happiness and enjoyment even if she may not genuinely feel that way.

Cynthia Is Asked to Always Greet Customers with a Smile