Emotional labor is the process of managing feelings and expressions to fulfill the emotional requirements of a job. More specifically, workers are expected to regulate their emotions during interactions with customers, co-workers, and superiors.
This includes analysis and decision making in terms of the expression of emotion, whether actually felt or not, as well as its opposite: the suppression of emotions that are felt but not expressed. As nations move from manufacturing to service-based economies, more workers in a variety of occupational fields are expected to manage their emotions according to employer demands.
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The Daily Omnivore 