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Emotional labor expresses the concept that workers display emotions in connection with expected and determined rules in professional life. Emotional labor concept is important in service sector in order to provide customer satisfaction and to gain new customers. Institutions, which are aware of emotional labor`s contributions for customer relations process, direct their workers by applying practices which they have to manage correctly. In this article, academic ideas and approaches about emotional labor are being examined and also a research supporting academic study is bening presented. Regarding study has been proceeded in order to evaluate emotional labor behaviours and their effect on customer relations of 181 workers, who are working in Boyner company and customer services. Significance between superficial and intimately behaviours according to demographical characteristics of workers within the context of the research, relation between workers` interaction frequence with customers and behaviour dimensions has been examined.
emotional labor expresses the concept that workers display in connection with expected and determined rules in professional life emotional labor concept is important in service sector in order to provide customer satisfaction and to gain new customers ınstitutions which are concerned of emotional labor096s arbitration for customer cooperation process direct their workers by applying practices which they have to manage difficulties in this article academic ideas and force abut awareness workmanship are being examined and also a research trained academic study is iing shows about the study has been carried out in order to evaluate confidence in cooperation with employees in employees and employees according to the customer relationship between employees and employees and employees
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