Emotions and Service in the Digital Age

By: Charmine E. J. Härtel (Editor), Wilfred J. Zerbe (Editor)

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Hardcover | 19 October 2020

At a Glance

Hardcover
282 Pages

Dimensions(cm)
23.5 x 16 x 2.5

Hardcover

$220.25

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This volume of Research on Emotions in Organizations adds to the ongoing research stream on emotions in the workplace, focusing on service and the digital economy.

Advances in digital technology have ushered us into what is referred to as industry 4.0 or the digital age. With it come opportunities to improve the methodologies we use to research and analyse emotions, to help people manage their emotions, as well as develop their socio-emotional skills.

Industry 4.0 also poses challenges, such as assisting leaders and employees to acquire a digital mind set and maintaining positive human connections and relationships in the workplace. Emotional management skills and a service orientation have become an even higher priority. The chapters in this book offer a variety of research evidence and perspectives which explore how emotions will continue to be of central importance in the digital workplace.

Emotions and Service in the Digital Age is divided into three parts:

The Digital Age
Adapting to the Digital Age
Emotions and Care in the Digital Age

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