Symposium 1893 - WOP And Services - 2: Values And Emotional Aspects In Services

Track:
Service Quality
What:
Symposium
When:
Thursday May 18   01:15 PM to 02:45 PM (1 hour 30 minutes)
Where:
H1.49
Discussion:
0
Performance and productivity
Service Quality
Th-SYM-1893-1
WOP AND SERVICES - 2: VALUES AND EMOTIONAL ASPECTS IN SERVICES
 
S. Zappala*, C. Kumbruck 1, V. Martínez-Tur 2
1Hochschule Osnabrück, Osnabrück, Germany, 2University of Valencia, Valencia, Spain
 
Main Abstract Content: MAIN ABSTRACT
State of the art: The service sector is experiencing rapid changes related to globalization, new technologies and customer expectations (Kuester, Schuhmacher, Gast, & Worgul, 2013). Usually customers are physically present when the service is delivered (Brown & Mitchell, 1993) thus employees and customers encounters are a relevant part of the service. Service encounters are driven not only by employees’ values and interest in customers need, but also by their capacity to display and regulate the emotions experienced during the encounter (Mesmer-Magnus, DeChurch, & Wax, 2012).
New Perspectives: This symposium examines the relation between employees’ emotions and values on employees’ performance, distress and creativity. Two research studies (Türktorun et al; and Kumbruck) investigated if emotional competences and values are useful resources to manage employees’ stress. Tramontano et al. propose a new tool, the Compassionate Interpersonal Relations questionnaire, to assess a specific emotion. Zappalà examined if perception of team engagement and burnout are related to employees innovative behaviors. Rueff-Lopes et al. reviews literature on emotional contagion and suggests new perspectives and research designs on this issue. A wide variety of research method was used to investigate service encounters: from surveys, to a diary study of specific encounters, to repertory-grid-based narrative interviews, to a literature review.
Research/Practical Implications: This symposium offers a rich picture of the role of employees’ emotions and values in service delivery and encounters. Contributions also inform about new measurement tools and new perspectives associated with better understanding and measuring the interaction between contact workers and customers.
 
 
 

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