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Please use this identifier to cite or link to this item: http://hdl.handle.net/2259/325

Title: Emotional labor as a means of influencing the self-concept of consumers in service organization
Authors: Mishra, Sushanta Kumar
Keywords: Self-Concept
Emotional Labor
Deep Acting
Surface Acting
Consumer
Service Employee
Issue Date: 10-Apr-2007
Publisher: Indian Institute of Management Kozhikode
Abstract: In service interactions the management of service employees’ emotion through emotional labor has gained prominence and is becoming an active method to affect consumers’ behavior. Several researches have indicated that self-concept of consumers affect their buying behavior. However there is not much research to explore the effect of emotional labor of the service employees on the self-concept of consumers. Based on literature, I have explored how emotional labor of the service employees influences the self-concept of consumers.
Description: PART VI – CONSUMER MARKETS & MARKETING |pages 597-602|
URI: http://hdl.handle.net/2259/325
Appears in Collections:Conference Proceedings
International Conference on Marketing and Society

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