MANAGING EMOTIONS IN HEALTHCARE SERVICE ORGANIZATIONS: WINNING THE HEARTS OF PATIENTS IN A BUCHAREST-BASED PRIVATE CLINIC

Abstract

The present paper focuses on explaining the impact of a positive emotional climate within an organization’s culture, with regards to employee engagement and customer satisfaction. Scholars affirm that emotional considerations impact more the human behavior (even with its economic dimension) than rational reasoning does. Therefore, in order to achieve high customers satisfaction and high quality employee-driven services, an organization’s management must focus on developing the right emotions within the employee-customer encounter. The paper proceeds in the following manner: first, the theoretical foundations of understanding the emotional economy is assessed, second the key performance indicators in managing emotions are analyzed, third, the research team presents a case study consisting in an empirical exploratory research on employees and customers of a private healthcare organization located in Bucharest, Romania.

Keywords

• relationship marketing, enterprise engagement, customer satisfaction

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