Assume you have been hired as a consultant to help a local clothing retail company address issues of poor work attitudes and well-being in their customer-service employees. When you meet with the employees as a group to gather more information, you learn that the employees are not very satisfied with their jobs and many complain that they are emotionally exhausted at the end of each day, in part due to trying to help (often very unappreciative!) customers with their issues and requests.
a. Using specific concepts and research findings related to emotional labor, explain why the employees may be feeling emotionally exhausted and dissatisfied in their jobs. Be sure to define the key concepts you use to answer this question. (4 marks)
b.Provide an example (i.e., create a scenario) that outlines how emotional contagion may contribute to job dissatisfaction for these workers. (2 marks)
c.What training or other recommendations might you provide to this organization to help them improve customer-service employees’ job satisfaction? Provide one concrete suggestion and make sure to tie the suggestion to specific course content (2 marks).
d.Let’s say that the organization in question does not appear to be concerned that their employees are dissatisfied with their jobs. What evidence can you give them to convince them that they SHOULD care about (and try to improve) employee job satisfaction? (3 marks)
Sample Solution