Search results for "Service personnel"
showing 2 items of 2 documents
Want a tip? Service performance as a function of emotion regulation and extraversion.
2011
Surface acting and deep acting with customers are strategies for service performance, but evidence for their effectiveness is limited and mixed. We propose that deep acting is an effective strategy for most employees, whereas surface acting's effect on performance effectiveness depends on employee extraversion. In Study 1, restaurant servers who tended to use deep acting exceeded their customers' expectations and had greater financial gains (i.e., tips) regardless of extraversion, whereas surface acting improved tips only for extraverts, not for introverts. In Study 2, a call center simulation, deep acting improved emotional performance and increased the likelihood of extrarole service beha…
Experience from Indoor Fire Search and Rescue Game Design for Technology Testing
2018
No matter how good the fire evacuation plan for a building is, there is a risk of immovable victims being left behind due to smoke obscuration, inhalation of poisonous gasses, or other reasons. Firefighters usually perform the search and rescue for casualties in responding to fire hazards, besides the firefighting. Among of the challenges in the search and rescue operation is how to locate victims, and to keep monitoring the fire development so that it will not accidentally harm the fire personnel. This paper presents a game designed to test a smartphone app’s feature that supports concurrent tracking of indoor victims and fire spread. 22 volunteers were assigned roles either as rescuers or…