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Emotional Labor as a Reputation Management Technique in Service Organizations
Abstract
This chapter discusses the issue of emotional labor as a reputation management technique. This technique, which is important for service organizations' reputations, concerns the organizational arrangements and individual processes affecting the ways in which employees exhibit expected behaviors toward their customers during service encounters. First, the chapter discusses the concept and theoretical background of reputation management. Then, it explores the concept, types, and dimensions of emotional labor by emphasizing the meaning and importance of emotional labor for service organizations. Finally, it examines the antecedents of emotional labor and the organizational and individual consequences it exposes. It is hoped that this chapter will guide service sector administrators in understanding the importance and management of emotional labor in terms of organizational reputations while also shedding light on the academic studies still needed in this field.
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