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dc.contributor.advisorAlkire, Linda
dc.contributor.authorTaylor, Logan ( )
dc.date.accessioned2019-06-10T15:34:33Z
dc.date.available2019-06-10T15:34:33Z
dc.date.issued2019-05
dc.identifier.citationTaylor, L. (2019). Designing for emotions: Addressing employee emotional labor through service design (Unpublished thesis). Texas State University, San Marcos, Texas.
dc.identifier.urihttps://digital.library.txstate.edu/handle/10877/8265
dc.descriptionPresented to the Honors Committee of Texas State University in Partial Fulfillment of the Requirements for Graduation in the University Honors Program, May 2019.
dc.description.abstractThe service industry is booming, now more than ever. According to the Bureau of Labor Statistics, by 2024, 95% of new jobs will be in the service sector. Jobs within the service industry take physical and mental tolls on frontline employees. This concept is more commonly referred to as emotional labor. This paper argues that the consequences of emotional labor, a rather well-known concept that has been widely studied since the early nineteen-eighties, can positively address a frontline employee experience through the implementation of service design. The leading research question guiding this paper, which was established through the literature review, is “How can organizations use service design to lessen emotional labor at the front-line?” While service design’s traditional purpose focuses on the customer journey and experience, this paper states that concepts, which are defined through the theoretical framework, such as journey maps, blueprints, and prototyping can be used to reduce the emotional labor a frontline employee experiences at the frontline. This paper will also showcase how implementing a service design strategy from the frontline employee perspective will create happier, more engaged employees, thus guiding the organization to success.en_US
dc.formatText
dc.format.extent52 pages
dc.format.medium1 file (.pdf)
dc.language.isoen
dc.subjectService designen_US
dc.subjectDesign thinkingen_US
dc.subjectEmotional laboren_US
dc.subjectFrontlineen_US
dc.subjectEmployeesen_US
dc.subjectService industryen_US
dc.titleDesigning for Emotions: Addressing Employee Emotional Labor Through Service Designen_US
txstate.documenttypeThesis
thesis.degree.departmentHonors College
thesis.degree.disciplineMarketing
thesis.degree.grantorTexas State University
txstate.departmentHonors College


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