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Emotional labor is the process of managing feelings and expressions to fulfill the emotional requirements of a job. [1] [2] More specifically, workers are expected to regulate their personas during interactions with customers, co-workers, clients, and managers. This includes analysis and decision-making in terms of the expression of emotion ...
Social exchange theory is a sociological and psychological theory that studies the social behavior in the interaction of two parties that implement a cost-benefit analysis to determine risks and benefits. The theory also involves economic relationships—the cost-benefit analysis occurs when each party has goods that the other parties value. [ 1]
In social psychology, reciprocity is a social norm of responding to a positive action with another positive action, rewarding kind actions. As a social construct, reciprocity means that in response to friendly actions, people are frequently much nicer and much more cooperative than predicted by the self-interest model; conversely, in response ...
Customer experience, sometimes abbreviated to CX, is the totality of cognitive, affective, sensory, and behavioral customer responses during all stages of the consumption process including pre-purchase, consumption, and post-purchase stages.
The following criteria are required to classify an event as an inattentional blindness episode: 1) the observer must fail to notice a visual object or event, 2) the object or event must be fully visible, 3) observers must be able to readily identify the object if they are consciously perceiving it, and 4) the event must be unexpected and the failure to see the object or event must be due to ...
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Need theory. Need theory, also known as Three needs theory, [1] proposed by psychologist David McClelland, is a motivational model that attempts to explain how the needs for achievement, affiliation, and power affect the actions of people from a managerial context. This model was developed in the 1960s, [2] two decades after Maslow's hierarchy ...
Attribution (psychology) Attribution is a term used in psychology which deals with how individuals perceive the causes of everyday experience, as being either external or internal. Models to explain this process are called Attribution theory. [1]