Tag «Service delivery»

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 …

Service Delivery Strategies Exercise Answers

Service Delivery Strategies Exercise Answers

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 …