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Känslostyrning - Ett nödvändigt ont?

Amini Harati, Amir; Djukic, Daniel and Bajwa, Nosherwan (2012)
Department of Service Management and Service Studies
Abstract
Course: SMTX07, Master level. 15 hp. Spring 2010 Authors: Amir Amini Harati, Nosherwan Bajwa, Daniel Djukic Title: Emotional management – A painful necessity Fellow advisor: Jan E. Persson, Carl R. Hellberg Purpose: The purpose of this study is to better understand how the lead controls and optimizes frontline staff's feelings in different service encounters. To fulfill our purpose we have chosen to study a company where there may be a high level of emotional intensity in the different service meetings. Questions: What problems can arise for the lead when they control the frontline staff's emotions in different service encounters? How can the management optimize emotional management? Methodology: We used a qualitative research method by... (More)
Course: SMTX07, Master level. 15 hp. Spring 2010 Authors: Amir Amini Harati, Nosherwan Bajwa, Daniel Djukic Title: Emotional management – A painful necessity Fellow advisor: Jan E. Persson, Carl R. Hellberg Purpose: The purpose of this study is to better understand how the lead controls and optimizes frontline staff's feelings in different service encounters. To fulfill our purpose we have chosen to study a company where there may be a high level of emotional intensity in the different service meetings. Questions: What problems can arise for the lead when they control the frontline staff's emotions in different service encounters? How can the management optimize emotional management? Methodology: We used a qualitative research method by doing qualitative interviews and participant observations Keywords: Emotional management, Emotional labor, Empowerment, Internal communication, Service culture Conclusion: We have come to the conclusion that there is no key solution that works in all service industries, which will optimize the emotional management of the staff. We believe that companies with strong values, that are easy to associate with, are fundamental for the well-being of the staff. It is also requires that the internal communication works both ways, so that everyone can obtain and understand the meaning of it. Management must also create fair conditions, so that the staff will take responsibility and do a good job. At the same time leaders' expectations must be met by the employees, which we believe will happen if the staff is happy. (Less)
Please use this url to cite or link to this publication:
author
Amini Harati, Amir; Djukic, Daniel and Bajwa, Nosherwan
supervisor
organization
year
type
H1 - Master's Degree (One Year)
subject
keywords
känslostyrning, känslohantering, emotional labor, empowerment, intern kommunikation, servicekultur
language
Swedish
id
2855884
alternative location
http://portal.ch.lu.se/Campus.NET/Services/Publication/Export.aspx?id=2424&type=doc
date added to LUP
2012-06-27
date last changed
2012-06-27 06:28:17
@misc{2855884,
  abstract     = {Course: SMTX07, Master level. 15 hp. Spring 2010 Authors: Amir Amini Harati, Nosherwan Bajwa, Daniel Djukic Title: Emotional management – A painful necessity Fellow advisor: Jan E. Persson, Carl R. Hellberg Purpose: The purpose of this study is to better understand how the lead controls and optimizes frontline staff's feelings in different service encounters. To fulfill our purpose we have chosen to study a company where there may be a high level of emotional intensity in the different service meetings. Questions: What problems can arise for the lead when they control the frontline staff's emotions in different service encounters? How can the management optimize emotional management? Methodology: We used a qualitative research method by doing qualitative interviews and participant observations Keywords: Emotional management, Emotional labor, Empowerment, Internal communication, Service culture Conclusion: We have come to the conclusion that there is no key solution that works in all service industries, which will optimize the emotional management of the staff. We believe that companies with strong values, that are easy to associate with, are fundamental for the well-being of the staff. It is also requires that the internal communication works both ways, so that everyone can obtain and understand the meaning of it. Management must also create fair conditions, so that the staff will take responsibility and do a good job. At the same time leaders' expectations must be met by the employees, which we believe will happen if the staff is happy.},
  author       = {Amini Harati, Amir and Djukic, Daniel and Bajwa, Nosherwan},
  keyword      = {känslostyrning,känslohantering,emotional labor,empowerment,intern kommunikation,servicekultur},
  language     = {swe},
  note         = {Student Paper},
  title        = {Känslostyrning - Ett nödvändigt ont?},
  year         = {2012},
}