Emotional labor is when employees are aware of their emotions and natural tendencies and have to often override them to display the appropriate attitude.
Service-intense industries such as healthcare, retail, restaurants, and hotels are always striving to create an exceptional service experience because they know the impact it has on sales and [...]
The initial response by United Airlines CEO, Oscar Munoz, fueled more public outrage, as he stated the company had done nothing wrong in how they “re-accommodated” passengers.
How do you hire for and build resilient teams knowing that researchers find impolite and rude customers are a bigger cause of stress and turnover than upset and hostile customers?
How can airlines positively impact the passenger experience while managing the challenges of thin profit margins, fuel costs, heavy regulation, and the need to attract a diverse demographic? [...]