Theories of Emotional Organization

This paper will be focused on analyzing a complicated situation I faced at work by applying the concepts and theories of emotional organization. The complicated situation happened between the customer and I. It started from the customer’s complaints.

According to Schermerhorn et al. (2011), emotions are sadness, happiness, rage, fear, elation, enthusiasm, misery and bliss that might be positive or negative sentiment directed toward somebody or something. The behavior and thoughts of employees are strongly shaped by emotion. Positive and negative emotions that happen at work will affect the outcome, for example, happiness and eagerness will lead to the positive outcome such as increasing productivity (Kiefer & Briner 2006).

Contrary to industrialization, there is an interrelationship between consumers and employees in service production procedure which is concurrently formed and consumed (Warhurst & Nickson 2007). Emotions at work are not stable all the time. I felt different emotions such as happiness, anger, stress and interest while I was working in a French restaurant as a part-time waitress. My role was to give great service towards customers. I experienced the complicated situation at the restaurant where I worked.

Once, I came across two customers at my work – a man and a woman. My colleague took orders and served them first. The man raised his hand so I went to assist him. The lady had ordered sparkling water while he ordered a normal glass of water. He started complaining to me about why I did not serve the sparkling water bottle with two glasses for their table and requested one more glass. In actuality, I was not the one who took the order but I apologized to him without giving any excuses and immediately retrieved one more glass for him. I thought he would be satisfied with it, however, he kept asking me the same question again. In truth, the bottle was not big enough for two persons to share and furthermore, we had already given him a glass...