FROM THE ASSEMBLY LINE TO WORKING WITH PEOPLE: EMOTION MANAGEMENT
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Claudia Grigore: Bucharest University of Economic Studies, Romania
Journal of Applied Management and Investments, 2012, vol. 1, issue 4, 400-405
This paper concentrates a short review of the literature in the emotion manage-ment field. Bounding rationality with emotionality may represent a key activity for each company that aims to gain market share and customer loyalty. Standard opera-tions for creating goods were nowadays replaced with customer interaction, verbal, bodily and emotional control in the service sector. All this actually defines an organiza-tional dynamism were every struggle is carried out through any resource one can put at stake.
Keywords: emotional management; service sector; rationality (search for similar items in EconPapers)
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Persistent link: https://EconPapers.repec.org/RePEc:ods:journl:v:1:y:2012:i:4:p:400-405
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