For some experience-based products, employees are required to engage with customers and make a personal or emotional connection with them.This is known as:

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This is known as emotional labor, which refers to the effort required by employees to manage or suppress their emotions in order to fulfill their job duties effectively. In experience-based products, such as hospitality or retail, employees are often required to engage with customers on a personal level, creating a positive and memorable experience. This requires them to regulate their emotions and project a desired emotional state, even if they do not feel it naturally.

For Some Experience-Based Products, Employees Are Required to Engage with Customers