The management of feeling to create a publicly observable facial and bodily display is called ______.

Question

Quizplus · Accepted Answer

Emotional labor refers to the management of feelings to create a publicly observable facial and bodily display. This can involve suppressing or amplifying certain emotions as part of one's job, such as a customer service representative being expected to appear cheerful even when dealing with difficult customers. Positive affect refers to the experience of positive emotions, state affect refers to the current emotional state a person is in, and emotional dissonance occurs when there is a conflict between one's true emotions and the emotions they are expected to display.

The Management of Feeling to Create a Publicly Observable Facial