Do employees' feelings really matter in service‐quality management?

Terje Slåtten

31 citations0/0 files storedEuropean Business Review

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Customer Service Quality and Loyalty Job Satisfaction and Organizational Behavior Emotional Labor in Professions

Abstract

Purpose – The aim of this paper is to investigate the relationship between: two extreme points of discrete types of emotions ("joy" and "frustration"); two types of managerial practices ("reward" and "empowerment"); and employee‐perceived service quality.

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1985A Conceptual Model of Service Quality and Its Implications for Future Research 1991Emotion And Adaptation 1984A Service Quality Model and its Marketing Implications 2002Human Aggression 1996Affective Events Theory: A theoretical discussion of the structure, causes and consequences of affective experiences at work.1999The Role of Emotions in Marketing 1990Cognitive Elements of Empowerment: An "Interpretive" Model of Intrinsic Task Motivation 1992The Self-Regulation of Attitudes, Intentions, and Behavior

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