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M: Organizational Behavior 2nd Edition by Steven McShane, Mary Von Glinow
Edition 2ISBN: 978-0077801960M: Organizational Behavior 2nd Edition by Steven McShane, Mary Von Glinow
Edition 2ISBN: 978-0077801960 Exercise 6
Customer service representatives (CSRs) often conceal their frustration when serving an irritating customer. This behavior from the CSRs is an example of:
A) emotional labor.
B) cognitive response.
C) cognitive dissonance.
D) judgmental evaluation.
E) emotional attribution.
A) emotional labor.
B) cognitive response.
C) cognitive dissonance.
D) judgmental evaluation.
E) emotional attribution.
Explanation
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The behavior of concealing frustration w...
M: Organizational Behavior 2nd Edition by Steven McShane, Mary Von Glinow
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