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A waitress at a restaurant is expected to do emotional labor, such as smiling and expressing positive emotion towards customers. The sociologist Arlie Hochschild provided the first definition of emotional labor, which is displaying certain emotions to meet the requirements of a job. [1]
The perception of success of the customer service interactions is dependent on employees "who can adjust themselves to the personality of the customer". [2] Customer service is often practiced in a way that reflects the strategies and values of a firm. Good quality customer service is usually measured through customer retention.
Customer experience: Adding to the other two factors some recognition of the importance of providing an emotionally positive experience to customers. Authenticity: This is the most mature stage for companies. Products and services emerge from the real soul of the brand and connect naturally with clients and other stakeholders, for a long-term.
Customer service representatives, customer service advisors, customer service agents, or customer service associates are employees who interact with customers to handle and resolve complaints, process orders, and provide information about an organization’s products and services. They may work in an office with a call center or in retail.
Despite a large body of positive psychological research into the relationship between happiness and productivity, [1] [2] [3] happiness at work has traditionally been seen as a potential by-product of positive outcomes at work, rather than a pathway to business success. Happiness in the workplace is usually dependent on the work environment.
First, it is a phenomenological event, meaning that people are happy when they subjectively believe themselves to be so. Second, well-being involves some emotional conditions. Particularly, psychologically well people are more prone to experience positive emotions and less prone to experience negative emotions. Third, well-being refers to one's ...
Competitive edge derived from innovation and customer service; Consistent efficient employee performance; Team cohesiveness; High employee morale and job satisfaction [58] Alignment towards goal achievement; Increased member conscientiousness, leading to better compliance with procedures such as information security, and workplace safety [59] [60]
Status inconsistency is a situation where an individual's social positions have both positive and negative influences on his or her social status. For example, a teacher may have a positive societal image (respect, prestige) which increases their status but may earn little money , which simultaneously decreases their status.