Question

customer. Oemotional dissonance emotional labor Ocognitive dissonance O humor tives (CSRs) often use ____ to conceal their frustration when serving a rude

          customer.

Oemotional dissonance
emotional labor
Ocognitive dissonance
O humor
tives (CSRs) often use ____ to conceal their frustration when serving a rude

Added by Brandon W.

Psychology Openstax

Rosie M. Spielman 1st Edition

Instant Answer

Solved by Expert Lainey Roebuck

09/07/2022

Step 1

Step 1: Customer service representatives often encounter rude customers and need to use emotional labor to conceal their frustration. Show more…

Show all steps

Thanks for your feedback!

Customer service representatives (CSRs) often use emotional labor to conceal their frustration when serving a rude customer. Emotional dissonance and cognitive dissonance are also common experiences in this line of work. Humor can be a helpful coping mechanism in these situations.