Emotional labor & big five personality model
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Date
2013
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3rd International Conference on Business Management (ICoBM), UMT, Lahore, Pakistan
Abstract
Exhibit of emotions has become a topic of great interest for sociologists and psychologists during the last few years. The main reason of this attention is due to the changes in the structure of economy, as the economy has shifted from the manufacturing to the service industry and more jobs are being offered in the areas of CRM. As a result of which employees are under a considerable stress to hide their emotions and state of mind hence exhibiting a false sense of gregariousness with their customers or in other words to increase the level of their emotional labor. Not all people respond to this challenge similarly. Therefore the main purpose of this study is to expose that a personality plays a pivotal role in understanding and describing the phenomena of emotional labor. Examination of the role of personality in relative to emotional labor may assist us to foresee which individuals are best able to perform emotional labor on the job.
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Yazdani, N.(2013). "Emotional labor & big five personality model."Paper presented at 3rd International Conference on Business Management (ICoBM), UMT, Lahore, Pakistan.