Learn@Lunch with Professor Markus Groth

Service with a Smile: How emotions impact customer service, employee well-being and job performance
With Professor Markus Groth, School of Management

Service organisations are increasingly recognizing the importance of providing service excellence to their customers. Delivering what customers need, when they need it, and how they need it, drives customer satisfaction and related outcomes. In my talk, I will draw on the latest management and marketing research on service excellence and will particularly look at the role of emotions in the service delivery process. Employees are expected to consistently ‘produce smiles’ and provide friendly service as part of their job requirements. My research program explores to what extent such practices impact employee engagement, well-being and job performance as well as how they affect the customer experience.

Please note: A list of attendees (incl. first name, surname, company and degree and year of completion/graduation) will be published on the event details/registration web page so you can see who will be attending.