Jiana is a flight attendant for a large airline.She exclusively works a long flight from Japan to New York, and is expected to constantly maintain a positive attitude no matter what situation arises.Over the years, Jiana has noticed that when dealing with Americans, emotions tend to run higher and she often feels frustrated as opposed to Japanese flyers who tend to be more reserved in stressful or unhappy situations.Jiana's job requires a high amount of:
A)financial rewards.
B)intense emotions.
C)forward thinking.
D)emotional labor.
E)casual display norms.

Question

Quizplus · Accepted Answer

Emotional labor is the effort, planning, and control needed to express organizationally desired emotions during interpersonal transactions.

Jiana Is a Flight Attendant for a Large Airline