Emotions and Service in the Digital Age PDF Download

Author: Charmine E. J. Härtel
Publisher: Emerald Group Publishing
ISBN: 1839092610
Category : Business & Economics
Languages : en
Pages : 213

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Book Description
Research on Emotion in Organizations comprises chapters describing multidisciplinary research into affect, emotion, and mood in organizations at all levels of analysis, including within-person variation, individual differences, interpersonal exchanges, groups, and organizations.

Author: Darren Ellis
Publisher: Routledge
ISBN: 1351609718
Category : Fiction
Languages : en
Pages : 107

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Book Description
Emotion in the Digital Age examines how emotion is understood, researched and experienced in relation to practices of digitisation and datafication said to constitute a digital age. The overarching concern of the book is with how emotion operates in, through, and with digital technologies. The digital landscape is vast, and as such, the authors focus on four key areas of digital practice: artificial intelligence, social media, mental health, and surveillance. Interrogating each area shows how emotion is commodified, symbolised, shared and experienced, and as such operates in multiple dimensions. This includes tracing the emotional impact of early mass media (e.g. cinema) through to efforts to programme AI agents with skills in emotional communication (e.g. mental health chatbots). This timely study offers theoretical, empirical and practical insight regarding the ways that digitisation is changing knowledge and experience of emotion and affective life. Crucially, this involves both the multiple versions of digital technologies designed to engage with emotion (e.g. emotional-AI) through to the broader emotional impact of living in digitally saturated environments. The authors argue that this constitutes a psycho-social way of being in which digital technologies and emotion operate as key dimensions of the ways we simultaneously relate to ourselves as individual subjects and to others as part of collectives. As such, Emotion in the Digital Age will prove important reading for students and researchers in emotion studies, psychology, science and technology studies, sociology, and related fields.

Author: Leah Williams Veazey
Publisher: Routledge
ISBN: 1000379264
Category : Computers
Languages : en
Pages : 202

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Book Description
This book explores the experiences of migrant mothers through the lens of the online communities they have created and participate in. Examining the ways in which migrant mothers build relationships with each other through these online communities and find ways to make a place for themselves and their families in a new country, it highlights the often overlooked labour that goes into sustaining these groups and facilitating these new relationships and spaces of trust. Through the concept of ‘digital community mothering,’ the author draws links to Black feminist scholarship that has shed light on the kinds of mothering that exist beyond the mother–child dyad. Providing new insights into the experiences of women who mother ‘away from home’ in this contemporary digital age, this volume explores the concepts of imagined maternal communities, personal maternal narratives, and migrant maternal imaginaries, highlighting the ways in which migrant mothers imagine themselves within local, national, and diasporic maternal communities. As such, it will appeal to scholars and students with interests in migration and diaspora studies, contemporary motherhood and the sociology of the family, and modern forms of online sociality. Winner of The Australian Sociological Association Raewyn Connell Prize for best first book published in Australian sociology, 2020-2021.

Author: Cara Wrigley
Publisher: John Wiley & Sons
ISBN: 0730357015
Category : Business & Economics
Languages : en
Pages : 255

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Book Description
How can you create meaningful connections with customers in the digital space? The rapid emergence of new technologies has revolutionized the way companies build relationships and interact with their customers. Today, it’s more important than ever to have an emotional understanding of customers and how they feel about a product, service, or business, even when your primary interactions are via digital channels. Affected goes beyond influencing behaviors to understanding cognition and emotion as a way to better connect with customers in the digital space. In it, Wrigley and Straker offer a new approach—one that examines channel relationships and useful concepts for clarifying and refining the emotional meaning behind company strategy and their relationship to corresponding channels. Using case study examples from and over a decade of primary research in the area, they discuss the process and impact of such emotionally aware channel designs. Spanning entrepreneurial start-up techniques of wunderkind artist Cj Hendry through to the lucrative retail sector of luxury brand Burberry, this seminal book offers multi-channel design approach that can show companies how to select, design, and maintain digital engagements based on their strategy and industry needs. Shows businesses how they can better understand and engage with customers digitally Demonstrates how to gain competitive advantage by integrating design methods into corporate strategy Provides multi-channel approaches for how businesses can select, design, and maintain digital engagements Establishes a clear framework for analysing and applying the right strategy for your digital engagement Connecting and engaging with customers is pivotal to business success, but in the digital space the old methods just won’t cut it. With Affected, you’ll find the tools and techniques you need to find your customers where they are.

Author: Nancy K. Baym
Publisher: John Wiley & Sons
ISBN: 0745695973
Category : Social Science
Languages : en
Pages : 240

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Book Description
The internet and the mobile phone have disrupted many of our conventional understandings of ourselves and our relationships, raising anxieties and hopes about their effects on our lives. In this second edition of her timely and vibrant book, Nancy Baym provides frameworks for thinking critically about the roles of digital media in personal relationships. Rather than providing exuberant accounts or cautionary tales, it offers a data-grounded primer on how to make sense of these important changes in relational life Fully updated to reflect new developments in technology and digital scholarship, the book identifies the core relational issues these media disturb and shows how our talk about them echoes historical discussions about earlier communication technologies. Chapters explore how we use mediated language and nonverbal behavior to develop and maintain communities, social networks, and new relationships, and to maintain existing relationships in our everyday lives. The book combines research findings with lively examples to address questions such as: Can mediated interaction be warm and personal? Are people honest about themselves online? Can relationships that start online work? Do digital media damage the other relationships in our lives? Throughout, the book argues that these questions must be answered with firm understandings of media qualities and the social and personal contexts in which they are developed and used. This new edition of Personal Connections in the Digital Age will be required reading for all students and scholars of media, communication studies, and sociology, as well as all those who want a richer understanding of digital media and everyday life.

Author: F. Hollis Griffin
Publisher: Indiana University Press
ISBN: 0253024595
Category : Social Science
Languages : en
Pages : 206

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Book Description
An analysis of emerging LGBTQ+ media, queer spaces in urban areas, and sexual identity. The explosion of cable networks, cinema distributors, and mobile media companies explicitly designed for sexual minorities in the contemporary moment has made media culture a major factor in what it feels like to be a queer person. F. Hollis Griffin demonstrates how cities offer a way of thinking about that phenomenon. By examining urban centers in tandem with advertiser-supported newspapers, New Queer Cinema and B-movies, queer-targeted television, and mobile apps, Griffin illustrates how new forms of LGBTQ+ media are less “new” than we often believe. He connects cities and LGBTQ+ media through the experiences they can make available to people, which Griffin articulates as feelings, emotions, and affects. He illuminates how the limitations of these experiences—while not universally accessible, nor necessarily empowering—are often the very reasons why people find them compelling and desirable. “As a guide to emerging queer media of our new century, Hollis Griffin is funny, generous, passionate, and lucid. Whether he’s explaining Grindr’s memes or the gayborhoods of Chicago, cable travel programs or online networks, Griffin discovers how it feels to be queer in the digital age.” —Amy Villarejo, author of Ethereal Queer: Television, Historicity, Desire “Offers a piercing examination of modern identity politics focused on relationships among new forms of media consumption and marketplaces, urban centers, and the experiences of sexual minorities. . . . Feeling Normal is a must-read for scholars and students in queer studies and communication, media studies, film studies, and sociology.” —Choice

Author: Jagdish N. Sheth
Publisher: Springer Nature
ISBN: 303137097X
Category : Business & Economics
Languages : en
Pages : 308

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Book Description
This book explores how customer service can become the singular competitive differentiator for organizations in the digital era. Given the pace of digitization and the rise in customer expectations post-pandemic, organizations must focus on customer-centricity in all functions in the digital age, providing factors, enablers, and processes for customer service and sharing best practices based on research from global experts. The book is a valuable resource for students and researchers keen on understanding the new digital landscape in customer service to develop, maintain, and enhance customer relationships.

Author: Olivier Furrer
Publisher: Edward Elgar Publishing
ISBN: 1803923172
Category : Business & Economics
Languages : en
Pages : 403

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Book Description
This ground-breaking Research Agenda provides unique insight into the evolution and development of service marketing. Expert contributors present an in-depth overview of the current state of the field, and critically analyse the diverse range of future directions available to researchers.

Author: Claire Agutter, Suzanne van Hove, Randy Steinberg & Rob England
Publisher: Van Haren
ISBN: 9401802599
Category :
Languages : nl
Pages : 350

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Book Description
VeriSM is a framework that describes a service management approach from the organizational level, looking at the end to end view rather than focusing on a single department. Based around the VeriSM model, it shows organizations how they can adopt a range of management practices in a flexible way to deliver the right product or service at the right time to their consumers. VeriSM allows for a tailored approach depending upon the type of business you are in, the size of your organization, your business priorities, your organizational culture – and even the nature of the individual project or service you are working on. Rather than focusing on one prescriptive way of working, VeriSM helps organizations to respond to their consumers and deliver value with integrated service management practices. Service management plays a leading role in digital transformation. Digital transformation looks outward; with a hyper-focus on the consumer experience. Service management can help shift the mindset from ’inside-out’ to ’outside-in’ by developing effective, transparent principles that help deliver services that are valuable to the customer. All organizational capabilities must understand: § How does the organization enable and deliver value? § What are the supply chains within an organization that support value delivery? § How do the individual capabilities contribute to or support these supply chains to deliver value?

Author: Robin L. Nabi
Publisher: Oxford University Press
ISBN: 0197520537
Category : Psychology
Languages : en
Pages : 505

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Book Description
"The 21st century has seen rapid and profound technological innovations that have fundamentally changed our media environment. Our now unlimited access to information, entertainment, and social interaction is simply unprecedented. It is undeniable that this new media landscape impacts important aspects of our daily experiences - how we spend our time, who we connect with, what we know about each other and the world around us. But at a deeper level, this newer, digitized media age influences a fundamental aspect of what it means to be human: our emotional experiences. Given the centrality of emotions to both psychological and physical well-being, as well as to shaping human behavior, understanding how our current media environment impacts our emotional experiences - in ways both helpful and harmful - is critical to understanding the role media use plays in emotional development, life experiences, and societal events"--