SMG OB 221 Study Guide - Midterm Guide: Emotional Labor

• School: Boston University
• Department: Organizational Behavior
• Course: SMG OB 221
• Professor: Jurgens

Document Summary

***mars model**: attitudes: cluster of beliefs assessed feelings, and behavioral intentions toward a person, object, or event. Judgements about an attitude object: based mainly on rational logic, usually stable for days or longer, experiences related to an attitude object, based on innate and learned responses to environment, usually experienced for seconds or less. Emotional labor: effort, planning, and control to express organizationally desired emotions, emotional labor is higher in jobs requiring, frequent or lengthy emotional displays, variety of emotional displays. Intense emotional displays: emotional dissonance tension when trying to display required emotions which contrast with true emotions.