Theoretical Background - Engaging Customers
3 important questions on Theoretical Background - Engaging Customers
Which form of emotional labor is
the creation on rapport.
What does rapport also involve?
It involves the conveying of authentic understanding, which is particularly important in extended, affective, and intimate service encounters.
When is authentic understanding achieved?
When service providers and clients engage in self-revelation, expand emotional energy, and connect as individuals rather than simply performing their respective roles. This is an important part of over-all provider performance, influencing customer satisfaction.
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