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Essay Details:
Essay text:
The following literature analysis will examine the role of emotions within the service sector. It will be concluded that through the use of emotional management, emotional intelligence and customized recovery strategies, Virgin Blue will increase their likelihood in delivering superior service, reduce their chances of service failure and increase their effectiveness in service recovery techniques.
Service Delivery
"Service delivery is the interaction between consumers, and the organization within the service setting (McColl-Kennedy, 2003). The emotions displayed by boundary spanners are a critical element in service delivery...
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