It's a tough job, but somebody's got to do it” - Eileen Fischer on Emotional Work In Alternative Markets
A teacher assures a student that their low mark on a test isn’t the end of their academic career.
A flight attendant makes small talk with passengers on a delayed flight.
A security guard calmly escorts a trespasser from a building.
A server puts on a smile and offers free entrees to a table of angry diners who have “been waiting for hours” for service.
You’ve probably seen situations like this in real life – and you may have even personally experienced several of these situations yourself.
You may not know it, but these are all examples of “emotion work” – the process by which employees…
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