As a waitress, Lucia greets all of her customers with a smile and maintains a positive demeanor throughout their meals, even if a customer is demanding or rude. She is engaged in ______.

Question

Quizplus · Accepted Answer

Lucia is engaging in emotional labor, which refers to the effort required to manage one's emotions in a workplace setting. As a waitress, she must maintain a positive demeanor even when faced with difficult customers, which is part of the emotional labor required in the service industry.

As a Waitress, Lucia Greets All of Her Customers with a Smile