Emotional Work and Services

Travail émotionnel et services

Catherine Maman ()
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Catherine Maman: IRG - Institut de Recherche en Gestion - UPEC UP12 - Université Paris-Est Créteil Val-de-Marne - Paris 12 - Université Gustave Eiffel

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Abstract: Emotions inform us about the state of satisfaction of our needs. For example, negative emotions (fear, anger, shame, etc.) reflect unmet needs. Emotions also communicate, to our associates, information about our affective state, so that they can respond to it with socially appropriate behaviors. In a service activity, the set of actions demanded of customers and their emotional states lead them to participate in a story. And this story creates their service experience. The feelings and the emotional manifestation of customers and contact staff do not always coincide. Perception of other people's emotions mainly occurs through non-verbal communication.

Keywords: Message; needs; adaptation; appropriate behavior; narrative; experiential; non-verbal communication; besoins; comportement approprié; expérience; Communication non verbale (search for similar items in EconPapers)
Date: 2023-01-12
Note: View the original document on HAL open archive server: https://hal.science/hal-04367650v1
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Published in Cover Elgar Encyclopedia of Services Elgar Encyclopedia of Services, 2023, ⟨10.4337/9781802202595⟩

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Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:hal-04367650

DOI: 10.4337/9781802202595

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