Emotional Labour and Work-Family Conflict in Voice-to-Voice and Face-to-Face Customer Relations: A Multi-Group Study in Service Workers

Emotional Labour and Work-Family Conflict in Voice-to-Voice and Face-to-Face Customer Relations: A Multi-Group Study in Service Workers

Professions that involve interaction with customers entail great emotional effort: workers are required to show emotions different from their true feeling and they experienced emotional dissonance and verbal aggression from customers. These job demands can generate discomfort and the effects of emot...

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Bibliographic Details
Main Authors: Federica Emanuel, Lara Colombo, Stefania Santoro, Claudio G. Cortese, Chiara Ghislieri
Format: Article
Language:English
Published: PsychOpen GOLD/ Leibniz Institute for Psychology 2020-11-01
Series:Europe's Journal of Psychology
Subjects:
emotional dissonance
customer verbal aggression
service work
work-family conflict
Online Access:https://ejop.psychopen.eu/index.php/ejop/article/view/1838

Internet

https://ejop.psychopen.eu/index.php/ejop/article/view/1838

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