On-Site PhD conferral Merve Alabak

Key words: Emotion regulation, emotional labour, service sector, employees

"Let's Face Emotions! Towards a more comprehensive understanding of emotional labor strategies"

The service sector is a key component of modern economies. Accordingly, in member countries of the Organization for Economic Cooperation and Development (OECD), more than half of the employees are working in service jobs (The World Bank, 2020). These service employees are required to engage in emotional labour, managing emotions for work purposes. This thesis investigates how employees manage their feelings to show what is expected of them. For example, how teachers remain calm, or how flight attendants look friendly. The results showed that there are multiple ways of doing that. Moreover, different ways lead to different outcomes for employees and organizations.

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