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Molly works in customer relations for a large airline company. Her job involves interacting with customers, many of whom are typically irate at canceled bookings
Molly works in customer relations for a large airline company. Her job involves interacting with customers, many of whom are typically irate at canceled bookings or delayed flights. However, Molly has trained herself to organizationally desired emotions during these interpersonal transactions (irrespective of her true emotions). Molly's behavior is known as ________. Group of answer choices negative affect Emotional labor positive affect emotional intelligence deviant behavior
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