MGCR 222 Chapter Notes - Chapter 3: Customer Service, Emotional Labor, Emotional Contagion
Document Summary
Broad range of feelings including emotions & mood: emotions. The basic emotions: anger, fear, sadness, happiness, disgust, surprise, pbs: cultural ref, no basic emotions . The basic moods: positive and negative effects: positive effect. Mood dimension consisting of nervousness, stress, anxiety : positivity offset. Carl sagan, where we have strong emotions, we"re liable to fool ourselves . Need to experience emotions to be rational. Bcs emotions = ++ of understanding of world. Sources of emotions & moods: personality. Affect intensity: day of the week & time of the day, weather. Illusory correlation: stress, social activities, sleep, exercise, age, gender. Definition: an employee"s expression of organizationally desired emotions during interpersonal transactions at w, ++ services jobs. Emotional dissonance: having to project one emotion while feeling another, csq: possible emotional exhaustion, burnout. Felt vs displayed emotions: felt: actual emotion, displayed: emotions required of the workers by the org.