Customer service representatives (csrs) often conceal their frustration when serving an irritating customer. this behavior from the csrs is an example of: . emotional labor. b. cognitive response. c. cognitive dissonance. d. judgmental evaluation. e. emotional attribution.

Letter A is correct. Emotional labor.

Explanation:

Emotional labor is the ability of a collaborator to have to manage his or her personal emotions and feelings so that their work is done without being affected by individual emotions and is then best performed.

Emotional labor usually occurs when there is interaction with other employees, customers, suppliers and bosses, so that emotions are regulated and interaction occurs in a clear and positive way for both parties.

The functions that require a lot of use of emotion control are: salespeople, public administration, social assistance, services in general and others.

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