The necessary involvement of the service provider's emotions in the delivery of the service, is called:

Question

Quizplus · Accepted Answer

Emotional labor refers to the effort and energy required from service providers to manage their emotions in order to effectively deliver a service. It involves displaying appropriate emotions, such as being friendly or empathetic, even if they do not genuinely feel that way. This can be particularly important in service industries such as healthcare or hospitality, where the customer's experience is heavily influenced by the provider's demeanor.

The Necessary Involvement of the Service Provider's Emotions in the Delivery