Conceptualizing emotional labour, interaction quality and service continuity connections

Singh, Jyothsna A., Wang, Xian Lily and Ward, Philippa ORCID: 0000-0002-4971-8908 (2019) Conceptualizing emotional labour, interaction quality and service continuity connections. In: The 12th Annual EUROMED Aacademy of Business (ΕΜΑΒ) Conference, 18-20 Sept, Thessaloniki, Greece. (Unpublished)

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6917 Wang & Ward (2019) Conceptualizing-emotional-labour-interaction-quality-service-continuity-connections.pdf - Accepted Version
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Abstract

This conceptual paper explores the dimensions of emotional labour and its interconnections to interaction quality and service continuity in both service encounters and service relationships. This provides the basis from which to develop new avenues for research to take account of the plausible layers of EL treatment and their interconnections to interaction quality and service continuity as outcomes.

Item Type: Conference or Workshop Item (Paper)
Uncontrolled Keywords: Emotional labour; Service relationships; Service continuity; Interaction quality
Subjects: H Social Sciences > HF Commerce > HF5001 Business > HF5549 Personnel management. Employment management
Divisions: Schools and Research Institutes > School of Business and Technology > Marketing, Events & Law
Research Priority Areas: Applied Business & Technology
Depositing User: Susan Turner
Date Deposited: 11 Jun 2019 12:59
Last Modified: 30 Sep 2019 04:15
URI: http://eprints.glos.ac.uk/id/eprint/6917

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