Perspectives of Emotional Work — On HRM Practice in Service Sector

摘要：

This paper seeks to explore service workers from the perspectives of emotional work management.We argue that emotional work cannot be performed well without possessing enough customer knowledge.Emotional work is key source of customer knowledge,and a very important phase to accumulate the customer capital.Human resources practices such as selection and selectivity,socialization,training and development,offer social support,could enhance positive emotional performance of service workers.

关键词： Emotional work service Human resources management

作者: FU hua

作者单位: School of Economic and Management,Wuhan University P.R.China,430072

会议类型: 国际会议

会议名称: 2007 International Conference on Management Science and Engineering(2007管理科学与工程国际学术会议)

会议地点: 河南焦作

会议语种:英文

页码: 825-829

在线出版日期: 2007-08-20（万方平台首次上网日期，不代表论文的发表时间）