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 …
What marketing and management challenges are raised using intermediaries in a service setting and delivery? Challenges arise from multi-site service delivery involving representatives who may not be employed directly by the originating service provider. When the provision of services is delegated or sub-contracted to external agents or representatives, maintaining control over what is provided and …
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