Review of Emotional Work under Customer Injustice——from the Social Network Perspective

Service is strategically important for the future industrial pattern. Customer injustice is quite common in service which would influence the emotional work and affect the performance eventually. Employee’s behaviors exist in the real social network. The features and structure of the network will affect the emotional work. There lacks the studies in perspective of social network. This study reviews the literature, analyzes how the social network influences the process of the emotional work, and puts forward the research prospect.