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Emotional labor as a means of influencing the self-concept of consumers in service organization
Published in Semantic Scholar
Volume: 18
Issue: 1

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.

About the journal
JournalInternational Marketing Conference on Marketing & Society
PublisherSemantic Scholar
Open AccessNo