Emotional labour at the front desk

Emotional labour at the front desk — what studies show, and what they don't.

The research

Study: Hochschild (1983, The Managed Heart)

The limit

Single context; replicate before generalising. (our executive and employee training programmes)

Practical check in Lugano

Define one measurable indicator, test for a month, compare. To go further: explore the Client Reception training in Lugano in the canton of Ticino, or browse our executive and employee training programmes in Switzerland.

In pictures: Client Reception in Lugano

• client reception
• Lugano
• research
• training lugano