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Publication Type
Conference Proceedings
UWI Author(s)
Author, Analytic
Crick, Anne P
Author Role
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Author Affiliation
Department of Management Studies
Paper/Section Title
Emotion and aesthetics in the business of service: Are we ready?
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Proceedings Title
Jamaica Customer Service Association Conference
Date of Meeting
November 10-11, 2004
Place of Meeting
Kingston, Jamaica
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Abstract
In the intangible world of services, it is those organizations that create favourable ‘moments of truth’ that are likely to capture the hearts and pocketbooks of customers. Many organizations however fail to pay adequate attention to the way in which employee appearance, behaviour and interaction can be used to create lasting favourable impressions. Looks at research findings on the way in which local organizations recruit, select and train employees for front line positions. Points out some of the weaknesses of the approaches used and highlights some of the international best practices that can be used to ensure memorable service encounters. ....
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