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23 June, 09:49

Customer service representatives (CSRs) often conceal their frustration when serving an irritating customer. This behavior from the CSRs is an example of:

A. Cognitive dissonance

B. Cognitive response

C. Emotional labor

D. Judgmental evaluation

E. Emotional attribution

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Answers (1)
  1. 23 June, 12:59
    0
    C. Emotional labor

    Explanation:

    Based on the information provided within the question it can be said that this behavior from the CSRs is an example of Emotional labor. Mainly because individuals are expected to control all of their emotions when in the workplace and demonstrate a clear compassionate personality to all customers. This takes emotional work which is why it is considered emotional labor.
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Home » Business » Customer service representatives (CSRs) often conceal their frustration when serving an irritating customer. This behavior from the CSRs is an example of: A. Cognitive dissonance B. Cognitive response C. Emotional labor D. Judgmental evaluation E.
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