| 情感性劳动中的角色误区 |
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| 引用本文： | 潘习龙,何芸. 情感性劳动中的角色误区[J]. 商业研究, 2004, 0(4): 168-169 |
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| 作者姓名： | 潘习龙 何芸 |
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| 作者单位： | 中山大学,管理学院,广东,广州,510275 |
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| 基金项目： | 广东省高教厅课题资助(批准号:02SJD630002). |
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| 摘 要： | 企业越来越重视顾客导向在提高企业竞争力方面的作用。在实际工作中,公司经理要求员工尽量做到快乐、友善、热情地接待顾客,很多文章也强调微笑服务给企业带来利润。然而,几乎没有文章阐明情感性劳动可能带来的消极影响。
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| 关 键 词： | 情感性劳动 角色 误区 |
| 文章编号： | 1001-148x(2004)04-0168-02 |
| 修稿时间： | 2003-03-20 |
The Misconceptions of Roles in Emotional Labor |
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| Abstract: | Enterprises are increasingly taking a customer orientation in an attempt to enhance their competitive position. In practice, this approach is often translated into asking for employees to be very cheerful, friendly, and pleasant with customers. Many researches indicate that this way of service with a smile emphasis has led to positive benefits. However, little work has been done to reveal its negative influences. |
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| Keywords: | emotional labor role misconception |
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