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The concept of emotional labour originally developed Essay

Nowadays the concept of customer relationships management has gained especial popularity. According to this concept, customers are the primary subject of company’s attention and should be treated accordingly. Using CRM means not just considering customer preferences and habits, but finding consonance with their internal mood, being polite and hospitable, being friendly and welcoming. No wonder that at the moment many enterprises spend much money to train their personnel to be emotionally adequate in order to show professional performance in treating their customers.

Emotionalism is especially important in service jobs where employees have direct contacts with clients. They have to greet them, inquire about their needs, offer help and consult on different questions. The internal state of an employee can be easily recognized by the customer and can either attract client or, in contrary, scare him. Therefore, it is crucial for service personnel to respond to customer needs “with all their heart”. No wonder that it is exactly in service where the concept of emotional labour originated.

In production, on the other hand, where there is no urgent necessity to contact with client directly the concept of emotional labour can be applied as well. However, this application has another character, since the emotions,

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the effort of an employee is directed towards the process of production in attempt to make the best quality product. It is somewhat different that the emotional labour in service where this same effort is directed towards client.

In such a way, to conclude it is important to notice that emotional labour is oftentimes referred to as the necessary component of so-called customer relationships management and signifies the best customer needs satisfaction. Since emotional labour requires direct contact with customers, it is in service jobs where this concept originated.


  1. Steers, Richard M. “ Managing Effective Organizations”. Boston, Massachusetts: Kent Publishing Company, 1995

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