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Эмоциональный труд - это форма регуляции эмоций, которая создает публично видимую лицевую и телесную демонстрацию на рабочем месте и продается за зарплату. Поскольку земной шар переходит к индустрии услуг, взаимодействие в сфере услуг происходит ежедневно во всех отраслях.
Учитывая неосязаемость работы в сфере услуг, неизбежно возникает необходимость разобраться в концепции «Эмоционального труда». Получение знаний об этой концепции поможет академикам и практикам лучше понимать и управлять взаимодействием сотрудников и клиентов в сфере услуг.
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