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As part of her job, Cindy is required to greet customers with a smile and show a great deal of enthusiasm towards her job. She often is not having the emotions required to do this, but she tries hard to have these emotions for the sake of her job. This element of her work expectations is described by the text as-
a.emotional labor.
b.cognitive dissonance.
c.cognitive consonance.
d.emotional control.

Sagot :

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