Emotional labour is an employee's expression of organizationally desired emotions while at work.

Question

Quizplus · Accepted Answer

Emotional labour refers to the act of managing or regulating one's emotions and expressions to conform with the display rules or expectations of the organization. It involves expressing an organizationally desired emotion, even if one may not feel that way. For example, a flight attendant may be expected to remain cheerful and composed when dealing with difficult passengers.

Emotional Labour Is an Employee's Expression of Organizationally Desired Emotions