Tag «service delivery strategy»

Define Emotional Labor, Role Conflict, Role Ambiguity

Define Emotional Labor, Role Conflict, Role Ambiguity

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 …

Impact of IT in Service Industry

Impact of IT in Service Industry

IT (Information Technology) is increasingly being used to facilitate service provision and in so doing to eliminate or diminish the role of customer service personnel in service encounter.  The marketplace versus marketspace distinction drawn by Rayport and Sviokla provides a useful frame of reference to organize and facilitate this discussion.  The respective roles played by …