Lecture 9 - Frameworks, models, case examples, and critical theory

Frameworks, models, case examples, and critical theory

What is the Service-Profit Chain (Heskett et al., 1994)?

A model showing how internal service quality leads to employee satisfaction → retention → customer satisfaction → loyalty → profitability.

How does the Service-Profit Chain relate to the Cycle of Success?

It supports the Cycle of Success by proving that investing in employees leads to loyal customers and long-term growth.

What is Emotional Labour (Hochschild, 1983)?

The process of managing personal emotions to show feelings that an organisation expects employees to display.

What are the two types of Emotional Labour?

• Surface acting: Faking required emotions.

• Deep acting: Trying to genuinely feel the required emotion.

What are the consequences of Emotional Labour?

Can lead to burnout, emotional exhaustion, and depersonalisation.

Give a real-world example of Emotional Labour.

Emirates cabin crew or luxury hotel concierges who maintain a cheerful, calm presence under pressure.

What are Moments of Truth (Normann, 1984)?

Any customer interaction that influences their perception of the service provider.

Why are Moments of Truth important in low-contact services?

In settings like call centres, these brief interactions are crucial because they’re often the only chance to impress the customer

How do Moments of Truth highlight the role of frontline workers?

They show that even short, indirect contact can shape the customer’s view of the whole company.

What is the Job Characteristics Model (Hackman & Oldham, 1976)?

A theory stating that intrinsic motivation is driven by five job features: skill variety, task identity, task significance, autonomy, and feedback.

How does the Job Characteristics Model support the Cycle of Success?

It explains why enriched, autonomous jobs lead to more motivated, engaged employees who deliver better service.

What is the SERVQUAL model (Parasuraman et al.)?

A framework for measuring service quality across five dimensions: Reliability, Assurance, Tangibles, Empathy, and Responsiveness.

Which SERVQUAL dimensions are most dependent on frontline behaviour?

Empathy and Responsiveness.

Why can SERVQUAL fail if staff aren’t emotionally capable?

Without empowered and emotionally intelligent employees, empathy and responsiveness become superficial, harming perceived service quality.