Abstract
Emotions are always present when we talk about human interaction and relationships. In this chapter the focus is on studying the role of emotions in employee–customer interaction through theoretical discussion and two practical case examples. Particular focus is on modern sensory technologies, which can be used especially in measuring emotional states in such situations, where emotions are in other ways hard to express and identify. In this chapter, we argue that in the process of turning negative emotions to positive outcomes, the key is to understand the role that different relationships play in value co-creation. Manager–subordinate and employee–employee relationships have the most impact on well-being inside workplace, but especially for those employees that are involved in customer interface, the customer interaction and relationship has a direct impact on job satisfaction. Naturally this applies also vice versa; job satisfaction has direct impact on the customer experience and satisfaction. Without measurement of emotional states of employees and customers, it can be difficult to determine, which relationships and situations cause most stress and negative emotions in the workplace and within the customer interaction. Thus, emotions are in a key role in understanding and developing relationships.
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Jussila, J., Sillanpää, V., Boedeker, M., Helander, N. (2020). Sensory Technologies for Improving Employee Experience and Strengthening Customer Relationships. In: Lehtimäki, H., Uusikylä, P., Smedlund, A. (eds) Society as an Interaction Space. Translational Systems Sciences, vol 22. Springer, Singapore. https://doi.org/10.1007/978-981-15-0069-5_13
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