The author of, To Invest or Detach? Coping Strategies and Workplace Culture in Service Work introduces the topic of emotional labor in terms of service. She broadly overviewed the techniques she used to gather data including interviews and customer comment cards. She categorized two coping strategies from her data and used it to discuss the pros and cons of each strategy. After discussing the different coping strategies she concluded her findings in the last page and a half of her paper.
Jeff Elliott, Bao Le
Half credit.
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