Scenarios for future service encounters

Article Abstract:

In a bid to make the customer service professionals in the service sector ready to meet the future demands of customers vis-a-vis the services offered to them and to find out the customer service professionals future responsibilities towards the customers, a study was conducted taking help from fourteen customer service directors. The results and procedures used in the study have been described.

Forecasts, trends, outlooks, Marketing procedures, Forecasts and trends, Training, Market trend/market analysis, Customer service, Support services, Customer relations, Global economy

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Emotional labour and surplus value: the case of holiday 'reps'

Article Abstract:

The development of services marketing and management and the role of employees during the service contact as a means to gain competitive advantage is discussed. The exploitation of emotional labour of employees is also discussed. The data from interviews with three holiday 'reps' is presented.

United Kingdom

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Aesthetic labour in interactive service work: some case study evidence from the 'new' Glasgow

Article Abstract:

The importance of physical appearance, called 'aesthetic labor', to specific service jobs that require working with the public are discussed.

Retail Trade, Scotland, Economic aspects, Retail industry, Influence, Hospitality industry, Personal appearance, Glasgow, Scotland

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