With the increasing importance of customer service in sustaining competitive advantage, one of the challenges before the organizations is how to motivate their employees to perform desired emotional labor during customer interactions. The present study examines the linkage between perceived...

The dominance of customer over the production/service employee, and as a result of this, increasing use of emotional labor in the workplace furthers the need to understand what emotional labor is. In this regard, the present paper reviews the literature to explain the concept ‘emotional...

In service interactions the management of service employee’s emotion through emotional labor has gained prominence and is becoming an active method to affect consumer’s behavior. Several researches have indicated that self-concept of the consumer affects their buying behavior. However there...

This qualitative study captures the development of conflicts and emotions in virtual teams (VTs) and identifies strategies for preventing escalation of affective conflict to enhance VT performance. Participants were 45 university students organized into eight VTs for a class project. All...

The work of Mintzberg (1973) and others has inspired a substantial literature identifying the work activities conducted by managers. This article contributes to that literature by examining which of their many activities managers find enjoyable and which they find unpleasant. The data base...