M: Organizational Behavior 2nd Edition by Steven McShane, Mary Von Glinow

Exercise 149

Emotional labor is defined as any situation in which:
A) employees get upset with customers because of the customers' bad behavior.
B) employees feel saturated because of handling too many customers in a day.
C) workers are involved in value creation without manufacturing a physical product.
D) renowned individuals are hired by organizations to provide emotional appeal to the brand.
E) employees plan and control emotions to express organizationally desired emotions.