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Emotions and Service in the Digital Age
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Emotions and Service in the Digital Age

Charmine E. J. Härtel|Wilfred J. Zerbe|Neal M. Ashkanasy
Emerald
Emerald

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Hardback
9781839092602
19 October 2020
$127.99
eBook (PDF)
9781839092596
19 October 2020
$127.99
eBook (ePub)
9781839092619
19 October 2020
$127.99

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  • Description
  • Contents
  • About
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: 
  1. The Digital Age 
  2. Adapting to the Digital Age 
  3. Emotions and Care in the Digital Age

Part I: The Digital Age Chapter 1. What the Digital Age Is and Means for Workers, Services, and Emotions Scholars and Practitioners; Jasmin C. R. Härtel and Charmine E. J. Härtel  Chapter 2. Technologically Altered Realities: A Realm for New Emotions Research, Training, and Management Possibilities; Jameson B. G. Härtel and Charmine E. J. Härtel  Chapter 3. The evolution is now: Service robots, behavioural bias and emotions; Kate Letheren, Rebekah Russell-Bennett, Lucas Whittaker, Stephen Whyte and Uwe Dulleck  Part II: Adapting to the Digital Age  Chapter 4. Focusing on the Human Element: Effective Coaching in the Digital Age; Jennifer A. Nash  Chapter 5. Development and Evaluation of an Online Coaching Model for Medical Students’ and Doctors’ Mental and Physical Wellbeing Management; John Jasinski, Jennifer Jasinski, Charmine E. J. Härtel and Günter F. Härtel  Chapter 6. Leaders’ Emotion Expressions in Digital Communication: Defining Social Distance in Leader-Follower-Relationships; Prisca Brosi and Marvin Schuth  Chapter 7. Opportunities, Tools and New Insights: Evidence on Emotions in Service from Analyses of Digital Traces Data; Anat Rafaeli, Galit Yom-Tov, Shelly Ashtar and Daniel Altman  Part III: Emotions and Care in the Digital Age  Chapter 8. Can Care and Cure Co - exist in Age of Internet Influenced Health Care? Psychological Androgyny and Emotional Intelligence in Indian Doctors; Sunita Ramam Rupavataram  Chapter 9. Rough winds? Emotional climate following acquisitions; Riikka Harikkala-Lahinen  Chapter 10. Expressing Negative Emotions in Work Relationships and Affective Organizational Commitment: A Latent Difference Score Approach; Daphna Brueller, Nir N. Brueller and Etty Doveh  Chapter 11. Openness as Moderator between Feeling Bored and Managers’ Decision-Making Competence: A Study of Managers in the Retail Industry; Magda M. du Preez, Hendrik S. Kriek and Jeremy Albright  Chapter 12. Family Business Social Responsibility. Is CSR Different in Family Firms? Olof Brunninge, Markus Plate and Marcela Ramirez-Pasillas

    Charmine E. J. Härtel is Distinguished Professor of Management and Advisor to the Head of Department at Monash Business School, Monash University, Melbourne Australia, and Honorary Professor at The University of Queensland, Brisbane Australia. 

    Wilfred J. Zerbe is Campus Executive at Fairleigh Dickinson University, Vancouver, Canada. 

    Neal M. Ashkanasy is Professor of Management at the UQ Business School, The University of Queensland, Australia.