Analysing Emotional Labor in the Service Industries: Consumer and Business Perspectives
Author: Jungkun Park
Publisher: Frontiers Media SA
Published: 2019-12-24
Total Pages: 136
ISBN-13: 2889632598
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Global Perspectives on Soft Power Management in Business
Author: Kankaew, Kannapat
Publisher: IGI Global
Published: 2023-10-09
Total Pages: 559
ISBN-13:
DOWNLOAD EBOOKGlobal Perspectives on Soft Power Management in Business provides a comprehensive exploration of the impactful role of soft power in influencing socio-economic dynamics. In today's interconnected world, soft power drives economic growth through the dissemination of beliefs, cultures, shared norms, and popular trends, creating a country's brand image. This edited volume brings together scholars from diverse academic backgrounds to objectively discuss and analyze the sustainable management, design thinking, and integration of soft power. The book delves into the pros and cons of soft power impact, explores soft power knowledge management in different industries, examines soft power marketing and presentation strategies, and investigates the relationship between technology and soft power. Moreover, it emphasizes that success in the global marketplace is not solely reliant on technological advancements, but also on the added value of products through sophisticated services—a concept encompassed by soft power. This book proves invaluable to undergraduate and graduate students studying business, cultural, and hospitality management, as well as professionals in public and private organizations, universities, professors and lecturers, policy makers, and those in the film and music industry.
Service Work
Author: Cameron MacDonald
Publisher: Routledge
Published: 2008-08-20
Total Pages: 214
ISBN-13: 1135926603
DOWNLOAD EBOOKEveryday, we are bombarded with advertising images of the smiling service worker. The book is written with the aim of focusing beneath the surface of these fairy tale images, to seek out and understand the reality of service workers experience. Within the sociology of work and related literatures, there are an increasing number of empirical studie
Emotional Labor in the Service Industry
Author: Kristin M. Sandberg
Publisher:
Published: 2005
Total Pages: 140
ISBN-13:
DOWNLOAD EBOOKProceedings of the 2nd International Academic Conference on Blockchain, Information Technology and Smart Finance (ICBIS 2023)
Author: Jerome Yen
Publisher: Springer Nature
Published: 2023-07-25
Total Pages: 1595
ISBN-13: 9464631988
DOWNLOAD EBOOKThis is an open access book.With the rapid development of modern economy and Internet technology, the traditional financial industry has to develop Internet finance to provide better services and meet the needs of the times. It is against this background that the blockchain, relying on its special advantages (collective maintenance, reliable databases, and decentralization), provides the reliability to solve the credit risk of Internet finance, has an impact on institutions, trust mechanisms, risk control, etc. in the Internet finance industry, and has derived more new application scenarios, thus paving the way for the development of finance in the Internet era. Applying blockchain technology to the financial field can promote data information sharing, improve value transmission efficiency, and enhance database security. The financial market based on the decentralized system of blockchain technology can reduce the operating costs of financial institutions, improve economic efficiency, and solve problems such as information asymmetry. The new financial business model of "blockchain+finance" is conducive to improving the Internet credit reporting system, preventing and controlling Internet financial risks, and further realizing "financial disintermediation". At present, in China's financial field, blockchain technology has been applied and innovated in supply chain finance, cross-border payment, trade finance, asset securitization and other scenarios. To promote the exchange and development of blockchain, information technology and financial experts and scholars. The 2nd International Academic Conference on Blockchain, Information Technology and Smart Finance (ICBIS 2023) will be held in Hangzhou from February 17 to 19, 2023. This conference mainly focuses on the latest research on "blockchain, information technology and smart finance". This conference brings together experts, scholars, researchers and relevant practitioners in this field from all over the world to share research results, discuss hot issues, and provide participants with cutting-edge scientific and technological information, so that you can timely understand the development trends of the industry and master the latest technologies, broaden research horizons and promote academic progress.
Customer Service Delivery
Author: Lawrence Fogli
Publisher: John Wiley & Sons
Published: 2006-02-02
Total Pages: 348
ISBN-13: 9780787983109
DOWNLOAD EBOOKCustomer Service Delivery taps into business, marketing, and psychological research and practices to provide a wealth of knowledge about customer service. With contributions from some of the best-known industrial and organizational psychology experts in customer service, this book brings together in one comprehensive resource a review of the best practices in customer service delivery. Customer Service Delivery also provides a framework for customer service as a process and an outcome. The authors address a wide range of topics that are crucial to today’s competitive business environment: customer expectations, loyalty satisfaction, product versus service delivery, measurement, brand equity, regional and cultural differences, and organizational impact. Customer Service Delivery explores human resource staffing practices and service delivery by including proven selection strategies for hiring top quality service workers, an analysis of the personality correlates of service performance, and a comprehensive review of assessment instruments that predict customer service performance. In addition, this important resource contains strategies and tactics to improve and manage service delivery and offers illustrative case examples of how organizations have successfully improved and managed customer service.
The Palgrave Handbook of Global Perspectives on Emotional Labor in Public Service
Author: Mary E. Guy
Publisher: Springer Nature
Published: 2019-09-03
Total Pages: 648
ISBN-13: 3030248232
DOWNLOAD EBOOKThe Palgrave Handbook of Global Perspectives on Emotional Labor in Public Service challenges traditional public administration theory and its disavowal of the emotive component to public service delivery. Providing a comprehensive and comparative overview of the current research in this previously understudied area, this handbook situates emotional labor within public service and establishes emotional labor within individual, organizational, cultural, and situational scenarios. With chapters spanning twelve different countries across six continents, this handbook provides groundbreaking survey research that probes the daily work experience of public servants, paying special attention to the relational aspect of public service delivery. It ultimately seeks to revise the current public service paradigm, and will be an invaluable resource to researchers, public managers, and international public service organizations as the first of its kind for the public administration market.
Emotional Labor in the 21st Century
Author: Alicia Grandey
Publisher: Routledge
Published: 2013-05-07
Total Pages: 340
ISBN-13: 1136232583
DOWNLOAD EBOOKThis book reviews, integrates, and synthesizes research on emotional labor and emotion regulation conducted over the past 30 years. The concept of emotional labor was first proposed by Dr. Arlie Russell Hochschild (1983), who defined it as "the management of feeling to create a publicly observable facial and bodily display" (p. 7) for a wage. A basic assumption of emotional labor theory is that many jobs (e.g., customer service, healthcare, team-based work, management) have interpersonal, and thus emotional, requirements and that well-being and effectiveness in these jobs is determined, in part, by a person’s ability to meet these requirements. Since Hochschild’s initial work, psychologists, sociologists, and management scholars have developed distinct theoretical approaches aimed at expanding and elaborating upon Hochschild’s core ideas. Broadly speaking, emotional labor is the study of how emotion regulation of oneself and others influences social dynamics at work, which has implications for performance and well being in a wide range of occupations and organizational contexts. This book offers researchers and practitioners a review of emotional labor theory and research that integrates the various perspectives into a coherent framework, and proposes an agenda for future research on this increasingly relevant and important topic. The book is divided into 5 main sections, with the first section introducing and defining emotional labor as well as creating a framework for the rest of the book to follow. The second section consists of chapters describing emotional labor theory at different levels of analysis, including the event, person, dyad, and group. The third section illustrates the diversity of emotional labor in distinct occupational contexts: customer service (e.g. restaurant, retail), call centers, and caring work. The fourth section considers broader contextual influences – organizational-, societal-, and cultural-level factors – that modify how and when emotional labor is done. The final section presents a series of ‘reflective essays’ from eminent scholars in the area of emotion and emotion regulation, where they reflect upon the past, present and future of emotion regulation at work.
The Cornell School of Hotel Administration Handbook of Applied Hospitality Strategy
Author: Cathy A. Enz
Publisher: SAGE
Published: 2010-07-14
Total Pages: 1081
ISBN-13: 1412905907
DOWNLOAD EBOOKThis state-of-the-art handbook approaches the topics of hospitality strategy with an emphasis on immediate application of ideas to current practice. Top hospitality scholars make original contributions with the inclusion of senior level executives input, insights and current best practices. By incorporating the latest research and thinking on various strategic topics with the commentary and insights of successful executives this handbook blends cutting edge ideas and comprehensive reviews of the subject with innovative illustrations and examples from practice. The strength of the handbook is its combination of academic rigour and hospitality application. The handbook will have a clear reference orientation and focus on key topical issues and problem of interest to practitioners and advanced students of hospitality strategy.
Hospitality and Tourism 2015
Author: Salamiah A. Jamal
Publisher: CRC Press
Published: 2015-10-29
Total Pages: 392
ISBN-13: 1315640481
DOWNLOAD EBOOKInnovation and Best Practices in Hospitality and Tourism Research contains 71 accepted papers from the Hospitality and Tourism Conference (HTC 2015, Melaka, Malaysia, 2-3 November, 2015). The book presents theup-and-coming paradigms and innovative practices within the hospitality and tourism industries, and covers the following topics:Mana
