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Service Encounters (service + encounter)
Selected Abstracts,I Can't Put a Smiley Face On': Working-Class Masculinity, Emotional Labour and Service Work in the ,New Economy'GENDER, WORK & ORGANISATION, Issue 3 2009Darren Nixon The growth of the ,service economy' has coincided with the large-scale detachment from the labour market of low-skilled men. Yet little research has explored exactly what it is about service work that is leading such men to drop out of the labour market during periods of sustained service sector employment growth. Based on interviews with 35 unemployed low-skilled men, this article explores the men's attitudes to entry-level service work and suggests that such work requires skills, dispositions and demeanours that are antithetical to the masculine working-class habitus. This antipathy is manifest in a reluctance to engage in emotional labour and appear deferential in the service encounter and in the rejection of many forms of low-skilled service work as a future source of employment. [source] What if your dentist looked like Tom Cruise?PSYCHOLOGY & MARKETING, Issue 1 2002Applying the match-up hypothesis to a service encounter Research in advertising suggests the positive effects of spokesperson attractiveness only enhance consumers' attitudes if the attractiveness of the spokesperson matches up with the image of the product (Kahle & Homer, 1985; Kamins, 1990; Parekh & Kanekar, 1994). This study examines the effects of service provider physical attractiveness and tests the application of the match-up hypothesis to the service encounter. Provider physical attractiveness (high, moderate, low) and service type (related or unrelated to attractiveness) were varied in a 3 × 2 factorial design. The experimental results suggest that when service-provider attractiveness is congruent with the image of the service, consumers' ratings of service quality and their attitudes toward the service provider will be maximized. The results are explained with the use of a schema-based information-processing paradigm. © 2002 John Wiley & Sons, Inc. [source] Working for the familyHUMAN RESOURCE MANAGEMENT JOURNAL, Issue 2 2007Sandy MacDonald Recent writing about the ,service encounter' suggests that high-quality service requires employee commitment and this will involve a more developed and sophisticated approach to HRM than has traditionally characterised the sector. Through an in-depth study of a sample of high service level hotels in the US and UK this paper argues, in contrast, that commitment can be created through a workplace culture that draws on family discourses and practices. It explores the ways in which this culture is developed and endorsed by both management and employees. This approach to generating commitment has costs in terms of the time and priority employees can give to their ,real' friends and family. By drawing on the highly gendered and hierarchical organisation of the family, it is argued that culture also contributes to gender stereotyping and hierarchies within and outside the workplace in ways that limit women's career opportunities. [source] Linking service employees' emotional competence to customer satisfaction: a multilevel approach,JOURNAL OF ORGANIZATIONAL BEHAVIOR, Issue 2 2008Angelo Giardini This study investigates the role of the positive organizational behavior (POB) concept of emotional competence for the effective management of participants' affect in service encounters and customers' assessments about the encounter. We developed and tested a two-level model in which service employees' emotional competence is related to both service employees' and customers' state positive affect. Customers' positive affect, in turn, is related to customers' specific and general evaluations of the service rendered. A total of 394 service encounters involving 53 financial consultants of a bank were assessed. Data were analyzed by a combination of path analysis and hierarchical linear modeling (HLM), and the results support large parts of the model. More specifically, employees' emotional competence was related to customer evaluations through their own positive affective state during the encounter as well as through a direct link to the customer evaluations of the encounter. Copyright © 2008 John Wiley & Sons, Ltd. [source] Rapport-building activities in corner shop interactionsJOURNAL OF SOCIOLINGUISTICS, Issue 2 2004Marķa E. Placencia This paper examines a range of interactional activities participants carry out in the course of corner shop transactions in Quito, Ecuador. These activities include: phatic communication exchanges as traditionally conceived, that is, conventionalized forms such as how-are-you and health inquiries; individualized exchanges in the form of conversational work around a range of topics (e.g. politics, health, school); and creative language play activities (e.g. wordplay and linguistic play with names). These activities are described as reflecting participants' orientation to the maintenance of positive rapport or friendly relations (Aston 1988a) with the effect that the service transaction becomes a pleasant and even an entertaining encounter. Such orientation is described here in relation to the familiarity existing between shopkeepers and customers as a result of frequent contact in the context of the barrio(residential neighbourhoods) in Quito. As such the study lends support, from a different socio-cultural perspective, to recent work in the area that highlights the centrality of phatic communication in task-oriented interactions in English (cf. Coupland 2000a, 2000b, 2003), and brings to the fore a wider range of activities which appear to be employed for rapport-building purposes in service encounters. [source] Impact of customer preconsumption mood on the evaluation of employee behavior in service encountersPSYCHOLOGY & MARKETING, Issue 10 2002Veronica Liljander The influence of customers' affective states on the evaluation of service encounters has been conceptually discussed for more than a decade. However, empirical studies, field studies in particular, are scarce. Recent studies have contributed to the area by empirically demonstrating mood effects on service satisfaction. Because of the interpersonal nature of services, the behavior of the service personnel is of utmost importance for overall service satisfaction. This article extends previous research by investigating the impact of customers' reported preconsumption mood on the evaluation of three service behaviors, proposed by Winsted (2000) in her seminal study. The findings support the existence of three service behavioral dimensions, namely, concern, congeniality and uncivility, and show that mood valence influences these behaviors as well as encounter satisfaction. Furthermore, the study demonstrates the importance of past service experiences for customers' responses, especially their repurchase intentions. Future research directions regarding mood effects in services are also discussed. © 2002 Wiley Periodicals, Inc. [source] | |||||||||||||