Chat with AIExam 4: Emotions and Moods
Discuss the emotional labor experienced by a customer service executive. Explain how a worker's emotional state can affect customer service and customers.
(28) 
VerifiedMost jobs require emotional labor, an employee's expression of organizationally desired emotions during interpersonal transactions at work.A worker's emotional state influences customer service, which influences levels of repeat business and levels of customer satisfaction.Providing quality customer service makes demands on employees because it often puts them in a state of emotional dissonance.Over time, this state can lead to job burnout, decline in job performance, and lower job satisfaction.In addition, employees' emotions may also transfer to the customer.Studies indicate a matching effect between employee and customer emotions, an effect that is called emotional contagion, the "catching" of emotions from others.The primary explanation of emotional contagion is that when someone experiences positive emotions and laughs and smiles at you, you begin to copy that person's behavior.So when employees express positive emotions, customers tend to respond positively.Emotional contagion is important because when customers catch the positive moods or emotions of employees, they shop longer.When an employee feels unfairly treated by a customer, for example, it's harder for him to display the positive emotions his organization expects of him.
People who have a stressful day at work also have trouble relaxing after they get off work.
(34) VerifiedTrue
Which of the following is an argument used against emotional intelligence?
(36) VerifiedD
A situation in which an employee expresses organizationally desired emotions during interpersonal transactions at work is known as ________.
(32) ________ refers to the tendency of most individuals to experience a mildly positive mood at zero input when nothing in particular is going on.
(31) Jonathan Cowan is upset because he was passed over for a promotion he had really worked hard for. In response to his anger toward the manager and the company, he has started gossiping about the manager with his colleagues and assigning blame on him unnecessarily. Jonathan's behavior is an example of ________.
(33) Jean Ervin works as a fund raising executive at a women's rights organization in San Diego. Though she has been with the organization for only a year now, she has already been promoted and often gets excellent feedback from her manager. Her manager says that the key to Ervin's good performance is that she is happy with the work she does and she is excited about the challenges in tasks, which she takes up with a lot of enthusiasm. Which of the following mood dimensions is Ervin most likely to be feeling?
(32) Ashley Madison works as a receptionist at a fashion magazine. One morning, her boss walks into the office and yells at her, telling her that the front office is a mess and she needs to clean it immediately. After her boss leaves the room, Madison goes to the front office and violently slams trash into the bin. Which of the following best describes Madison's anger?
(40) Sally works as a customer care executive at a telecom office in Ohio. She often needs to interact with a regular customer and she finds him extremely annoying. However, because of the nature of her work, she conceals her emotions well and politely talks to him and clarifies all his questions. Which of the following is being experienced by Sally?
(37) Emotions can turn into moods when one loses focus on the event or object that started the feeling.
(32) Deep acting is hiding inner feelings and foregoing emotional expressions in response to display rules.
(29) What is emotional labor? What is its relation to emotional dissonance? Explain.
(38) Ben Ervin often experiences emotions in a much stronger manner than most of his other colleagues. Events that do not provoke any significant emotional response from another person send him into fits of happiness, anger, or depression. In view of such a situation, Ervin is displaying a high level of ________.
(36) Interestingly, research indicates that our responses to moral emotions differ from our responses to other emotions.
(22) Activities that are formal or sedentary are more strongly associated with increases in positive mood than activities that are physical, informal, or epicurean.
(37) Johanna Godfrey works as a guest relations executive at a five star deluxe hotel in Washington. During the course of 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 ________.
(39) 
Filters
- Essay(0)
- Multiple Choice(0)
- Short Answer(0)
- True False(0)
- Matching(0)