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Emotional Labor as a Reputation Management Technique in Service Organizations

Emotional Labor as a Reputation Management Technique in Service Organizations

Senay Yürür
Copyright: © 2018 |Pages: 22
ISBN13: 9781522536192|ISBN10: 1522536191|EISBN13: 9781522536208
DOI: 10.4018/978-1-5225-3619-2.ch002
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MLA

Yürür, Senay. "Emotional Labor as a Reputation Management Technique in Service Organizations." Reputation Management Techniques in Public Relations, edited by Ayse Erdemir, IGI Global, 2018, pp. 16-37. https://doi.org/10.4018/978-1-5225-3619-2.ch002

APA

Yürür, S. (2018). Emotional Labor as a Reputation Management Technique in Service Organizations. In A. Erdemir (Ed.), Reputation Management Techniques in Public Relations (pp. 16-37). IGI Global. https://doi.org/10.4018/978-1-5225-3619-2.ch002

Chicago

Yürür, Senay. "Emotional Labor as a Reputation Management Technique in Service Organizations." In Reputation Management Techniques in Public Relations, edited by Ayse Erdemir, 16-37. Hershey, PA: IGI Global, 2018. https://doi.org/10.4018/978-1-5225-3619-2.ch002

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Abstract

This chapter discusses the issue of emotional labor as a reputation management technique. This technique, which is important for service organizations' reputations, concerns the organizational arrangements and individual processes affecting the ways in which employees exhibit expected behaviors toward their customers during service encounters. First, the chapter discusses the concept and theoretical background of reputation management. Then, it explores the concept, types, and dimensions of emotional labor by emphasizing the meaning and importance of emotional labor for service organizations. Finally, it examines the antecedents of emotional labor and the organizational and individual consequences it exposes. It is hoped that this chapter will guide service sector administrators in understanding the importance and management of emotional labor in terms of organizational reputations while also shedding light on the academic studies still needed in this field.

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