Kerry, a sales representative, is likely to experience emotional labor when she frequently
A) expresses her true feelings too frequently with customers.
B) refers her most difficult customers to her manager.
C) suppresses her true feelings just to please customers.
D) walks outside the building to scream about having to please customers.

Question

Quizplus · Accepted Answer

Emotional labor refers to the effort required to manage and control one's emotions to meet the expectations of a job role. In this case, Kerry is suppressing her true feelings just to please customers, which is an example of emotional labor. Answer A is incorrect because expressing her true feelings too frequently may harm the business relationship with customers. Answer B is incorrect because referring difficult customers to her manager is not necessarily an example of emotional labor, although it may still require effort on Kerry's part to effectively communicate the customer's concerns to her manager. Answer D is incorrect because walking outside to scream is not a productive way of managing emotional labor and can harm the work environment.

Kerry, a Sales Representative, Is Likely to Experience Emotional Labor