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https://www.um.edu.mt/library/oar/handle/123456789/100551| 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.” |
| URI: | https://www.um.edu.mt/library/oar/handle/123456789/100551 |
| ISBN: | 9781119972518 |
| Appears in Collections: | Scholarly Works - FacMKSCC |
Files in This Item:
| File | Description | Size | Format | |
|---|---|---|---|---|
| Emotional_Dissonance.pdf Restricted Access | 417.41 kB | Adobe PDF | View/Open Request a copy |
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