Read more
Taiwan has over 10, 000 convenience stores that employee should be asked keep smiling as a daily routine. To pay your emotion for earning wages that is called emotional labor by researchers. Besides, most people like to see smiling face with the frontline service agents. Therefore, even if they meet difficult customers whose smiling face always conceal their angry. This book described that how to enhance employees' performance, reduce their emotional dissonance and how to make a congruence with their job, organization, supervisor and group. The book also recommends Human resource managers could apply training strategy to mediate the relationship between emotional labor and job involvement.
About the author
Ping- Fu, Hsu holds PhD in Department of Business Administration of National Yunlin University of Science and Technology, Taiwan, Republic of China. He is an assistant professor and researcher at TransWorld University, Taiwan. His research interests are in the area of organizational behavior, emotional labor and Person-environment fit.
