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

Frameworks, models, case examples, and critical theory

What is the Service-Profit Chain by Heskett?

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?

Proves that investing in employees leads to loyal customers and long-term growth.

What is Emotional Labour by Hochschild?

Process of managing feelings to meet the emotional expectations of a job

“The Managed Heart”

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

Give a real-world example of Emotional Labour.

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

What are Moments of Truth (Normann, 1984)?

• Key touchpoints that shape consumer perceptions.

• Each moment = opportunity to reinforce or damage brand

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

In settings like call centres, brief interactions = only chance to impress customer

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

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

What is the Job Characteristics Model Hackman & Oldham?

Identifies 5 job elements that influence employee motivation, satisfaction + performance.

1. skill variety

2. task identity

3. task significance

4. autonomy

5. feedback.

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

It explains why enriched (more freedom over their work) jobs lead to → more motivated, engaged employees who deliver better service.

What is the SERVQUAL model by Parasuraman?

Measures service quality across 5 dimensions:

1. Reliability

2. Assurance

3. Tangibles

4. Empathy

5. 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.