IDEAS home Printed from https://ideas.repec.org/p/hal/journl/hal-04367650.html
   My bibliography  Save this paper

Emotional Work and Services
[Travail émotionnel et services]

Author

Listed:
  • Catherine Maman

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

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.

Suggested Citation

  • Catherine Maman, 2023. "Emotional Work and Services [Travail émotionnel et services]," Post-Print hal-04367650, HAL.
    • Handle: RePEc:hal:journl:hal-04367650
    DOI: 10.4337/9781802202595
    Note: View the original document on HAL open archive server: https://hal.science/hal-04367650
    as

    Download full text from publisher

    File URL: https://hal.science/hal-04367650/document
    Download Restriction: no
    File URL: https://libkey.io/10.4337/9781802202595?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:hal:journl:hal-04367650. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: CCSD (email available below). General contact details of provider: https://hal.archives-ouvertes.fr/ .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.