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Title: Emotional dissonance
Other Titles: Wiley encyclopedia of management
Authors: Vella, Joseph M.
Keywords: Service industries workers -- Attitudes
Consumer behavior
Crisis management -- Case studies
Issue Date: 2014
Publisher: John Wiley & Sons, Ltd.
Citation: Vella, J. M. (2014). Emotional dissonance. In C.L. Cooper (Ed.), Wiley encyclopedia of management (pp. 1-2). New Jersey: John Wiley & Sons, Ltd.
Abstract: Emotional labor is experienced by many service providers during direct interactions, particularly with difficult customers. It may involve such actions as having to maintain a friendly demeanor notwithstanding the fact that the customer involved may be exhibiting a hostile, if not arrogant disposition. Hochschild’s pioneering book (Hochschild, 1983, p. 90) “The Managed Heart,” describes emotional labor as a consequence of the discrepancy between displayed emotions and those actually felt by the individual and goes on to define emotional dissonance as “maintaining a difference between feeling and feigning.”
ISBN: 9781119972518
Appears in Collections:Scholarly Works - FacMKSCC

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