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Understanding negative emotions in services through teleological actions
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| Zeitschriftentitel: | International Journal of Quality and Service Sciences |
|---|---|
| Personen und Körperschaften: | , |
| In: | International Journal of Quality and Service Sciences, 9, 2017, 1, S. 67-84 |
| Format: | E-Article |
| Sprache: | Englisch |
| veröffentlicht: |
Emerald
|
| Schlagwörter: |
| author_facet |
Padin, Carmen Svensson, Göran Padin, Carmen Svensson, Göran |
|---|---|
| author |
Padin, Carmen Svensson, Göran |
| spellingShingle |
Padin, Carmen Svensson, Göran International Journal of Quality and Service Sciences Understanding negative emotions in services through teleological actions Business, Management and Accounting (miscellaneous) |
| author_sort |
padin, carmen |
| spelling |
Padin, Carmen Svensson, Göran 1756-669X Emerald Business, Management and Accounting (miscellaneous) http://dx.doi.org/10.1108/ijqss-03-2016-0018 <jats:sec> <jats:title content-type="abstract-subheading">Purpose</jats:title> <jats:p>The purpose of this paper is to conceptualize and describe how service providers’ and service receivers’ teleological actions relate to negative emotions after critical incidents in service encounters have occurred.</jats:p> </jats:sec> <jats:sec> <jats:title content-type="abstract-subheading">Design/methodology/approach</jats:title> <jats:p>Three categories of teleological actions are used: transformative – <jats:italic>ad hoc</jats:italic> and present-based actions, formative – pre-determined and past-based actions and rationalist – goal-directed and future-based actions.</jats:p> </jats:sec> <jats:sec> <jats:title content-type="abstract-subheading">Findings</jats:title> <jats:p>The empirical findings indicate that airline ground staff should interact differently with air passengers based on the negative emotions involved and the teleological actions undertaken after critical incidents in service encounters have occurred.</jats:p> </jats:sec> <jats:sec> <jats:title content-type="abstract-subheading">Research limitations/implications</jats:title> <jats:p>The current research improves the interactive and sequential understanding of how to manage negative emotions through teleological actions in service encounters between a service provider and a service receiver after critical incidents have occurred, as well as providing numerous opportunities for further research in services.</jats:p> </jats:sec> <jats:sec> <jats:title content-type="abstract-subheading">Practical implications</jats:title> <jats:p>It is an important and relevant insight that it is necessary to understand both the initial and derived causes of negative emotions and the subsequent effects and outcomes occurring in service encounters after critical incidents have arisen.</jats:p> </jats:sec> <jats:sec> <jats:title content-type="abstract-subheading">Originality/value</jats:title> <jats:p>This current study provides theoretical and managerial contributions to manage negative emotions after critical incidents have occurred in service encounters.</jats:p> </jats:sec> Understanding negative emotions in services through teleological actions International Journal of Quality and Service Sciences |
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10.1108/ijqss-03-2016-0018 |
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Emerald, 2017 |
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Emerald |
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International Journal of Quality and Service Sciences |
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49 |
| title |
Understanding negative emotions in services through teleological actions |
| title_unstemmed |
Understanding negative emotions in services through teleological actions |
| title_full |
Understanding negative emotions in services through teleological actions |
| title_fullStr |
Understanding negative emotions in services through teleological actions |
| title_full_unstemmed |
Understanding negative emotions in services through teleological actions |
| title_short |
Understanding negative emotions in services through teleological actions |
| title_sort |
understanding negative emotions in services through teleological actions |
| topic |
Business, Management and Accounting (miscellaneous) |
| url |
http://dx.doi.org/10.1108/ijqss-03-2016-0018 |
| publishDate |
2017 |
| physical |
67-84 |
| description |
<jats:sec>
<jats:title content-type="abstract-subheading">Purpose</jats:title>
<jats:p>The purpose of this paper is to conceptualize and describe how service providers’ and service receivers’ teleological actions relate to negative emotions after critical incidents in service encounters have occurred.</jats:p>
</jats:sec>
<jats:sec>
<jats:title content-type="abstract-subheading">Design/methodology/approach</jats:title>
<jats:p>Three categories of teleological actions are used: transformative – <jats:italic>ad hoc</jats:italic> and present-based actions, formative – pre-determined and past-based actions and rationalist – goal-directed and future-based actions.</jats:p>
</jats:sec>
<jats:sec>
<jats:title content-type="abstract-subheading">Findings</jats:title>
<jats:p>The empirical findings indicate that airline ground staff should interact differently with air passengers based on the negative emotions involved and the teleological actions undertaken after critical incidents in service encounters have occurred.</jats:p>
</jats:sec>
<jats:sec>
<jats:title content-type="abstract-subheading">Research limitations/implications</jats:title>
<jats:p>The current research improves the interactive and sequential understanding of how to manage negative emotions through teleological actions in service encounters between a service provider and a service receiver after critical incidents have occurred, as well as providing numerous opportunities for further research in services.</jats:p>
</jats:sec>
<jats:sec>
<jats:title content-type="abstract-subheading">Practical implications</jats:title>
<jats:p>It is an important and relevant insight that it is necessary to understand both the initial and derived causes of negative emotions and the subsequent effects and outcomes occurring in service encounters after critical incidents have arisen.</jats:p>
</jats:sec>
<jats:sec>
<jats:title content-type="abstract-subheading">Originality/value</jats:title>
<jats:p>This current study provides theoretical and managerial contributions to manage negative emotions after critical incidents have occurred in service encounters.</jats:p>
</jats:sec> |
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| description | <jats:sec> <jats:title content-type="abstract-subheading">Purpose</jats:title> <jats:p>The purpose of this paper is to conceptualize and describe how service providers’ and service receivers’ teleological actions relate to negative emotions after critical incidents in service encounters have occurred.</jats:p> </jats:sec> <jats:sec> <jats:title content-type="abstract-subheading">Design/methodology/approach</jats:title> <jats:p>Three categories of teleological actions are used: transformative – <jats:italic>ad hoc</jats:italic> and present-based actions, formative – pre-determined and past-based actions and rationalist – goal-directed and future-based actions.</jats:p> </jats:sec> <jats:sec> <jats:title content-type="abstract-subheading">Findings</jats:title> <jats:p>The empirical findings indicate that airline ground staff should interact differently with air passengers based on the negative emotions involved and the teleological actions undertaken after critical incidents in service encounters have occurred.</jats:p> </jats:sec> <jats:sec> <jats:title content-type="abstract-subheading">Research limitations/implications</jats:title> <jats:p>The current research improves the interactive and sequential understanding of how to manage negative emotions through teleological actions in service encounters between a service provider and a service receiver after critical incidents have occurred, as well as providing numerous opportunities for further research in services.</jats:p> </jats:sec> <jats:sec> <jats:title content-type="abstract-subheading">Practical implications</jats:title> <jats:p>It is an important and relevant insight that it is necessary to understand both the initial and derived causes of negative emotions and the subsequent effects and outcomes occurring in service encounters after critical incidents have arisen.</jats:p> </jats:sec> <jats:sec> <jats:title content-type="abstract-subheading">Originality/value</jats:title> <jats:p>This current study provides theoretical and managerial contributions to manage negative emotions after critical incidents have occurred in service encounters.</jats:p> </jats:sec> |
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| spelling | Padin, Carmen Svensson, Göran 1756-669X Emerald Business, Management and Accounting (miscellaneous) http://dx.doi.org/10.1108/ijqss-03-2016-0018 <jats:sec> <jats:title content-type="abstract-subheading">Purpose</jats:title> <jats:p>The purpose of this paper is to conceptualize and describe how service providers’ and service receivers’ teleological actions relate to negative emotions after critical incidents in service encounters have occurred.</jats:p> </jats:sec> <jats:sec> <jats:title content-type="abstract-subheading">Design/methodology/approach</jats:title> <jats:p>Three categories of teleological actions are used: transformative – <jats:italic>ad hoc</jats:italic> and present-based actions, formative – pre-determined and past-based actions and rationalist – goal-directed and future-based actions.</jats:p> </jats:sec> <jats:sec> <jats:title content-type="abstract-subheading">Findings</jats:title> <jats:p>The empirical findings indicate that airline ground staff should interact differently with air passengers based on the negative emotions involved and the teleological actions undertaken after critical incidents in service encounters have occurred.</jats:p> </jats:sec> <jats:sec> <jats:title content-type="abstract-subheading">Research limitations/implications</jats:title> <jats:p>The current research improves the interactive and sequential understanding of how to manage negative emotions through teleological actions in service encounters between a service provider and a service receiver after critical incidents have occurred, as well as providing numerous opportunities for further research in services.</jats:p> </jats:sec> <jats:sec> <jats:title content-type="abstract-subheading">Practical implications</jats:title> <jats:p>It is an important and relevant insight that it is necessary to understand both the initial and derived causes of negative emotions and the subsequent effects and outcomes occurring in service encounters after critical incidents have arisen.</jats:p> </jats:sec> <jats:sec> <jats:title content-type="abstract-subheading">Originality/value</jats:title> <jats:p>This current study provides theoretical and managerial contributions to manage negative emotions after critical incidents have occurred in service encounters.</jats:p> </jats:sec> Understanding negative emotions in services through teleological actions International Journal of Quality and Service Sciences |
| spellingShingle | Padin, Carmen, Svensson, Göran, International Journal of Quality and Service Sciences, Understanding negative emotions in services through teleological actions, Business, Management and Accounting (miscellaneous) |
| title | Understanding negative emotions in services through teleological actions |
| title_full | Understanding negative emotions in services through teleological actions |
| title_fullStr | Understanding negative emotions in services through teleological actions |
| title_full_unstemmed | Understanding negative emotions in services through teleological actions |
| title_short | Understanding negative emotions in services through teleological actions |
| title_sort | understanding negative emotions in services through teleological actions |
| title_unstemmed | Understanding negative emotions in services through teleological actions |
| topic | Business, Management and Accounting (miscellaneous) |
| url | http://dx.doi.org/10.1108/ijqss-03-2016-0018 |