A conceptual framework of research themes and future directions for a frontline employee – Customer interpersonal exchange approach to emotional labor
View Emonet XII Paper Presentation “A conceptual framework of research themes and future directions for a frontline employee – Customer interpersonal exchange approach to emotional labor” by Klein (2020) now.
Live Paper Discussion Session Time: Wednesday, 8th July 2020, UTC 14:00
Zoom Meeting ID: 975 9987 6544
Author:
Michel Klein, University of Montpellier, France
Abstract:
Based on key insights from the literature, this review suggests a broader definition of emotional labor, from an interpersonal exchange perspective. In addition, the present review proposes a conceptual framework of research themes for a frontline employee – customer interpersonal exchange approach to emotional labor. It highlights the main dimensions of the concept of emotional labor, its nomological variables, and its impacts both on the FLE and the customer. This review also suggests directions for future research and practical implications with regards to emotional labor performed during FLE-customer interpersonal exchanges.
Contact:
Michel Klein, michelklein@neuf.fr