Emotions in business-to-business service relationships.

Kiely, J., 2005. Emotions in business-to-business service relationships. The Service Industries Journal, 25 (3), pp. 373-390.

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Official URL: http://www.informaworld.com/smpp/content?content=1...

DOI: 10.1080/02642060500050517

Abstract

Emotion in business-to-business service relationships regarding cargo services is explored. The service relationship is characterised by mutual trust and cooperation. Contact is mainly via telephone or e-mail with some face-to-face interactions and participants providing a complex, multi-skilled seamless service. Experience rather than training plays a vital role with long-term service relationships built up and maintained. Emotional sensitivity is acquired partly by experience and a repeat customer base but mainly through a genuine desire to help and get to know others. In contrast to the view of emotional labour bringing managerial control or adverse affects to service staff, the emotion engendered by this work is authentic expression bringing personal satisfaction.

Item Type:Article
ISSN:0264-2069
Subjects:Technology > Business, Management and Marketing
Group:Business School > Centre for Research in Management
ID Code:795
Deposited By:INVALID USER
Deposited On:04 Jun 2007
Last Modified:07 Mar 2013 14:34

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