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Liljander, V. and Strandvik, T. (1993) Estimating Zones of Tolerance in Perceived Service Quality and Perceived Service Value. International Journal of Service Industry Management, 4, 6-27.
http://dx.doi.org/10.1108/09564239310037909

has been cited by the following article:

• TITLE: Managing Emotional Labour in Service Encounters in Healthcare Occupation in Bangladesh

  AUTHORS: Muhammad Faisol Chowdhury

  KEYWORDS: Emotional Labour, Aesthetic Skill, Soft Skill, Human Resource Management, Healthcare Occupations

  JOURNAL NAME: Journal of Human Resource and Sustainability Studies, Vol.2 No.4, December 5, 2014

  ABSTRACT: This conceptual paper discusses the management of the emotional labour of front-line customer service employees of public and private hospitals in Bangladesh. This paper recognises the link between service encounters and customer satisfaction, and critically discusses the concepts of emotional labour, soft skills and aesthetic skills in an attempt to explain the problems associated with the use of these terms. By providing some recommendations about overcoming the challenges of managing the front-line employees, this paper suggests that the appropriate management of emotional labour and aesthetic skills through the implementation of Human Resource Management practices illuminates the organisation’s route to success.