Immediacy – psychological closeness Supportiveness – empathy, sense of personal control
Strategic ambiguity – purposeful use of symbols to allow
multiple interpretations
Interaction management – patterns of interaction to move
among topics
Avoidance – deny the existence of conflict Competition – conflict is seen as a battle with a winner
and a loser
Compromise – willingness to negotiate and lose some of
your position if the other party is willing to do the same
Accommodation – set aside your views in favor of the
other’s
Collaboration – thoughtful negotiation and reasoned
compromise
Moment of interaction between the customer and the firm. Three types of encounters : i) the remote encounter; ii) the
indirect personal encounter; iii) the direct personal encounter.
There is a host of other encounter points that may influence
the customer’s view of the service - the front entrance to an organisation, the car park, the organisation’s vehicles, the interior of a building – type of furnishings, plants (real or plastic), signs, brochures/leaflets
Compliance gaining strategies – promise, threat, pre-
giving, moral appeal, liking
Emotional labor – jobs in which employees are expected
to display certain feelings in order to satisfy organizational role expectations