Archive for July 5th, 2011

July 5, 2011

Are We Being Short-Changed by the Idea of Emotional Labour?

Is the way that we think about the “emotional labour” involved in customer service jobs, helping to keep the real value of it hidden and do we as customers end up getting worse service as a result?  And are businesses struggling to keep our customer and our loyalty at least partly because they don’t fully understand the concept of, or properly appreciate the value of, emotional labour?

Arguably, yes.

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