Niamh is a waitress. She is serving lunch to customers when one of them asks, "Why don't you smile, honey?" What is the customer demanding from Niamh?
A) role making
B) role management
C) emotion labour
D) emotion management

Question

Quizplus · Accepted Answer

The customer is demanding "emotion labour" from Niamh, which refers to the process of managing feelings and expressions to fulfill the emotional requirements of a job. In this context, the customer expects Niamh to display a certain emotion (a smile) as part of her service role.

Niamh Is a Waitress