Dear colleagues,
I am working on a review paper on service employees and look for good papers, reviews, meta analyses on the following topics:
(1) Emotional dissonance;
(2) Hire for low levels of neuroticism and high levels of extroversion;
(3) Training coping strategies to reduce emotional labor;
(4) structured and multiple recruitment interviews. I would be grateful for any pointers.
Thank you so much in advance,
Jochen
Dear Jochen,
Check these papers out:
Article Psychophysiological effects of emotional dissonance in a fac...
Article Service work as affect management : The role of affect-relat...
Article Emotional dissonance in organizations: conceptualizing the r...
Article Problematic customers and customer service employee retaliation
Dear Béatrice and Yupal, thank you both for your excellent suggestions. I'll download and carefully read the papers. With warmest regards, Jochen
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