(a) An individual's orientation to work and underlying work ethic is the strongest influence on their motivation and organisational performance. The actions of manage-ment have only a minimal effect. How far do you agree with this contention?

(b) What is your view of emotional labour? What personal experiences have you been involved in? How comfortable are you in managing your feelings and displaying certain expected emotions? To what extent do you believe there is a moral issue in expecting employees to demonstrate emotional labour?