Services Marketing- Airlines Emotional Strategy

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Written by:

Philip R


Date added:

May 18, 2016








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13 / 3560


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The following literature analysis will examine the role of emotions within the service sector. It will be concluded that through the use of emotional management, emotional intelligence and customized recovery strategies, Virgin Blue will increase their likelihood in delivering superior service, reduce their chances of service failure and increase their effectiveness in service recovery techniques...
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The emotions displayed by boundary spanners are a critical element in service delivery. The term boundary spanner is commonly used to define employees that represent organizations at the front line, their displayed emotions have the ability to increase sales or drive away customers. "Employees who display good cheer to customers can enhance sales and customer loyalty" (Parasuraman, Zeithamal, Berry, 1985)...
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