FROM THE ASSEMBLY LINE TO WORKING WITH PEOPLE: EMOTION MANAGEMENT

This paper concentrates a short review of the literature in the emotion manage-ment field. Bounding rationality with emotionality may represent a key activity for each company that aims to gain market share and customer loyalty. Standard opera-tions for creating goods were nowadays replaced with customer interaction, verbal, bodily and emotional control in the service sector. All this actually defines an organiza-tional dynamism were every struggle is carried out through any resource one can put at stake.