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Le travail émotionnel est une forme de régulation des émotions qui crée un affichage facial et corporel visible publiquement sur le lieu de travail et vendu contre un salaire. Comme le monde s'oriente vers les industries de services, les interactions de services ont lieu quotidiennement dans tous les secteurs de services.
Étant donné l'intangibilité du travail de service, il est inévitable de comprendre le concept de « travail émotionnel ». L'acquisition de connaissances sur ce concept aidera les universitaires et les praticiens à comprendre et à mieux gérer l'interaction entre les employés et les clients dans le monde des services.
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