Day: February 1, 2010

Emotional Labor & Turnover…Fake It ‘Til You Make It?

Topic: Turnover Publication: Journal of Organizational Behavior (NOV 2009) Article: A predictive study of emotional labor and turnover Authors: S.L. Chau, J.J. Dahling, P.E. Levy, J.M. Diefendorff Reviewed By: Katie Bachman Good customer service may be causing workers to consider leaving their organization. Putting on a smile through a difficult interaction