Abstract:
The spirit of the IT and industry is not only “getting a job done,” but also involves getting the job done with the right attitude, with the right degree of sincerity, accuracy, competitiveness and with the right amount of concern for the customers. Every company in the IT industry requires that employees, while interacting with customers, display certain types of emotions such as capability, motivation, friendliness, competitiveness, enthusiasm, or confidence. There are other jobs that demand particular emotional displays. Nurses are called on to display caring and kindness, food servers to show friendliness and cheerfulness; bill-collectors need to be forceful and angry, and police calm and cool. One attribute that the above job categories have in common is that they all are service occupations, in which face-to-face or voice-to-voice interactions with customers, clients, or the public constitute a major part of the work.
Because the interaction between the business solution provider and customer is the core of a service experience that influences customers’ perceptions of service quality, it is necessary for managers or employers to regulate or manage employees’ behavior or emotional expressions to ensure service quality.
