Question : 86.Which of these statements about emotional labor true? A.Jobs involving customer : 1243866

 

86.Which of these statements about emotional labor is true? 

A.Jobs involving customer service do not require emotional labor.

B.Research indicates that emotional display rules and standards are very similar around the world.

C.Emotional labor increases with the extent to which employees must abide by emotional display rules.

D.Emotional labor occurs when we perceive an inconsistency between our beliefs, feelings, and behavior.

E.Emotional labor demands are higher in jobs requiring more intense emotions.

87.Which of these countries is more likely to accept or tolerate, than any other country, people who display their true emotions at work? 

A.U.S.A.

B.Japan

C.France

D.Spain

E.Austria

88.Emotional dissonance is: 

A.the emotion people experience when they are dissatisfied with their paycheck.

B.a significant cause of stress and job burnout.

C.present whenever emotional labor is not required in the job.

D.the main source of ethical conduct in organizational settings.

E.a set of similar emotional display rules around the world.

89.Emotional dissonance occurs when: 

A.there are no known emotional display rules for a particular situation.

B.we experience conflict between the required emotions and our true emotions.

C.we work with someone who has high emotional intelligence.

D.job satisfaction is at the same level as organizational commitment.

E.there is a set of similar emotional display rules around the world.

90.________ involves modifying behavior to be consistent with required emotions but continuing to hold different internal feelings. 

A.Surface acting

B.Customization

C.Personalization

D.Deep acting

E.Emotional dissonance

91.Deep acting involves: 

A.using real emotions to handle difficult customers.

B.basing one’s beliefs to make decisions on customer interactions.

C.ignoring customer needs and acting for the company’s benefit.

D.ignoring customer needs and acting for one’s own benefit.

E.changing true emotions to match the required emotions.

92.The ability to perceive and express emotion, assimilate emotion in thought, understand and reason with emotion, and regulate emotion in oneself and others is called: 

A.emotional intelligence.

B.emotional labor.

C.cognitive dissonance.

D.positive affectivity.

E.job satisfaction.

93.Emotional intelligence is best described as: 

A.a personality trait.

B.a set of abilities.

C.a form of organizational commitment.

D.an action-tendency indicating that the person is highly motivated.

E.a form of empathy.

94.Social awareness, self-management, and relationship management are three elements of: 

A.affective commitment.

B.emotionallabor.

C.emotional intelligence.

D.continuance commitment.

E.the affect circumplex model of emotions.

95.The highest level of emotional intelligence is: 

A.being aware of other peoples’ emotions.

B.self-management.

C.organizational comprehension.

D.self-awareness.

E.managing other people’s emotions.

 

 

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