Introduction
The ability to link unique positive emotions with service brands is an essential strategy for all service firms. "Consumers who have an emotional link with a brand are less likely to be price sensitive so long as they continue to derive emotional satisfaction from the brand" (Mahajan & Wind, 2002). To outperform rivals, organizations must use emotion to differentiate their services from others. The following literature analysis will examine the role of emotions within the service sector. It will be concluded that through the use of emotional management, emotional intelligence and customized recovery strategies, Virgin Blue will increase their likelihood in delivering superior service, reduce their chances of service failure and increase their effectiveness in service recovery techniques.
Service Delivery
"Service delivery is the interaction between consumers, and the organization within the service setting (McColl-Kennedy, 2003). The emotions displayed by boundary......
Join Now or Login to view the rest of this paper.
Approximate Word Count: 3523
Approximate Pages: 14 (260 words per double-spaced page) |