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One of the unique challenges of working for a service provider in a customer service capcity...

One of the unique challenges of working for a service provider in a customer service capcity is the component of the employees work effort that goes beyond the physical or mental skills needed to deliver quality service. For example, a frontline employee may be required to deliver smiles, make eye contact, show sincere interest and engage in friendly conversation with customers who may be essentially strangers. This unique type of work effort can be described as: __________
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One of the unique challenges of working for a service provider in a customer service capacity is the component of the employees work effort that goes beyond the physical or mental skills needed to deliver quality service.

For example, a frontline employee may be required to deliver smiles, make eye contact, show sincere interest and engage in friendly conversation with customers who may be essentially strangers. This unique type of work effort can be described as: Emotional Labour.

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