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The author tells the readers the necessity or importance of emotional labor in rendering service in a business organization. The author specifically considers the way employees makes interaction, which is a vital role in the progress of the business.
The author did not use any study conducted by known authorities. What he provided are direct quotations coming from authorities of the subject matter. However, I believe that the subject matter is more of a practical subject hence any survey that could give the arguments of the author a relevant basis is vital. Labor interactions, as a subject matter must have a practical approach because employer-employees relationship is transitory. It is transitory because changes may inevitably happen. The said relationship also involves a fiduciary relationship. The fiduciary relationship will be strengthen if actual results are provided hence plans to make the relationship conducive to both of them.
On the other hand, the article can serve as an important piece of documentary that survey authorities can referred at in conducting their study. From the article, many theories arise, wherein such theories can be a basis for creating a specific approach to labor interaction.
WORD COUNT: 191
SOURCE:
Leidner, Robin. 1999. “Emotional Labor in Service Work.” Annals of the American Academy in Political and Social Science 561:81-95.
Credit:ivythesis.typepad.com
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