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

Year 2011, Volume: 3 Issue: 1, 183 - 192, 01.06.2011

İoan Fotea Mihai Corcea Frigyes Krisztian Szucs

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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