If an employee expresses organizationally desired emotions during interpersonal transactions (irrespective of his true emotions), then it is known as ________.
A) emotional labor
B) negative affect
C) positive affect
D) emotional intelligence
E) deviant behavior

Question

Quizplus · Accepted Answer

The act of expressing organizationally desired emotions during interpersonal transactions, regardless of true emotions, is known as emotional labor. This is often expected of employees in service-oriented roles, such as customer service representatives, in order to project a positive image of the organization.

If an Employee Expresses Organizationally Desired Emotions During Interpersonal Transactions