Johanna Godfrey works as a guest relations executive at a five-star deluxe hotel in Washington. During her job, she needs to greet and smile at guests irrespective of her state of mind. In addition, when any guest faces problems, she needs to be calm and composed and help resolve issues. This shows that Johanna's job requires ________.

Question

Quizplus · Accepted Answer

Emotional labor is defined as a situation in which an employee expresses organizationally desired emotions during interpersonal transactions at work, meaning that his/her job demands a certain set of emotional responses regardless of true feelings.

Johanna Godfrey Works as a Guest Relations Executive at a Five-Star