Battling Fear, Building Trust: How Service Providers Manage Emotions When Consumers Fail

This video-ethnographic study in a ski-schooling context explores how service providers manage consumers' emotions in situations of consumer performance failure. Here, Riehle et al reveal how service providers apply three strategies: decelerating, trust building, and goal aligning. These reduce...

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Bibliographische Detailangaben
Hauptverfasser: Riehle, Ramona, Wieser, Verena E, Woermann, Niklas
Format: Tagungsbericht
Sprache:eng
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Zusammenfassung:This video-ethnographic study in a ski-schooling context explores how service providers manage consumers' emotions in situations of consumer performance failure. Here, Riehle et al reveal how service providers apply three strategies: decelerating, trust building, and goal aligning. These reduce unconstructive, and foster constructive emotional responses to consumer performance failure.
ISSN:0098-9258