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Emotions in business-to-business service relationships

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  • Julia A. Kiely

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.

Suggested Citation

  • Julia A. Kiely, 2005. "Emotions in business-to-business service relationships," The Service Industries Journal, Taylor & Francis Journals, vol. 25(3), pages 373-390, April.
    • Handle: RePEc:taf:servic:v:25:y:2005:i:3:p:373-390
    DOI: 10.1080/02642060500050517
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    Cited by:

    1. Agnieszka Zablocki & Bodo Schlegelmilch & Michael J. Houston, 2019. "How valence, volume and variance of online reviews influence brand attitudes," AMS Review, Springer;Academy of Marketing Science, vol. 9(1), pages 61-77, June.
    2. Yucheng Zhang & Long Zhang & Hui Lei & Yumeng Yue & Jingtao Zhu, 2016. "Lagged effect of daily surface acting on subsequent day’s fatigue," The Service Industries Journal, Taylor & Francis Journals, vol. 36(15-16), pages 809-826, December.
    3. Carlota Rocha Araújo & Paulo Botelho Pires & Catarina Delgado & José Duarte Santos, 2023. "Persuasive Determinants in the Hotel Industry’s Newsletter Opening Rates," Sustainability, MDPI, vol. 15(4), pages 1-27, February.
    4. Yvette Taminiau & Julie Ferguson & Christine Moser, 2016. "Instrumental client relationship development among top-ranking service professionals," The Service Industries Journal, Taylor & Francis Journals, vol. 36(15-16), pages 789-808, December.
    5. Miri Chung & Young-Hye Jang & Steven A. Edelson, 2021. "The path from role clarity to job satisfaction: natural acting and the moderating impact of perceived fairness of compensation in services," Service Business, Springer;Pan-Pacific Business Association, vol. 15(1), pages 77-102, March.
    6. Gounaris, Spiros & Almoraish, Ahmed, 2024. "A dynamic, relational approach to B2B customer experience: A customer-centric perspective from a longitudinal investigation," Journal of Business Research, Elsevier, vol. 177(C).

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