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Business Review: Emotional Labor

Researchers dubbed this project "The Waiter Spit in my Soup!" You might be surprised that over 50 percent of customer service employees are responsible for some sort of deviant behavior toward customers.

C.J. Jackson drives on sunshine and thrives on family, NPR and PBS. She is the assistant dean of communications and marketing at Baylor University’s Hankamer School of Business and host of public radio’s “Business Review.” Previously, she was director of marketing communications for a large, multinational corporation. C.J. has two daughters—Bri in San Antonio and Devon in Chicago—and four grandchildren. She lives with a little yellow cat named for an ancient Hawaiian tripping weapon.