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Human Resources Performance in Service Encounters – A Customer Service Case Study

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Author(s): Claudia GRIGORE

Journal: Economia : Seria Management
ISSN 1454-0320

Volume: 14;
Issue: 1;
Start page: 73;
Date: 2011;
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Keywords: human resources | emotional labor | emotional dissonance | job performance

ABSTRACT
Efficiency is generally defined as the extent to which resources or effort is employed in order to achieve a certain purpose or objective. As per an economic perspective, this term may also mean a minimum quantity of supplies which can generate a maximum result. But can we talk about efficiency in terms of human resources and their allocation to a specific task? And how one asses the activity of the employees when considering service encounters? This study aims to provide an answer to these two questions from an emotional labor perspective: individuals employ their emotional abilities in order to perform a certain job. This is a process under a commercial perspective: the wage represents the exchange value for these competencies.
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