Emotional Labor Emotional labor concerns the management of emotions by service personnel so that customers will only see desirable expressions. An example would be a front desk manager of a hotel retaining a calm and professional appearance even when being abused by an irate guest. Role Conflict Role conflict is where service employees must manage …
Role and Script Theories serve to inform and guide behavior in service contexts. Role Theory It provides a framework for understanding and defining the behavior that customers expect and feel comfortable with in different service contexts. This, in turn, bears directly on the recruitment, training and development of service personnel, especially those in high customer-contact …
This website uses cookies. By continuing to use this site, you accept our use of cookies.