Does the service smile have a cost?

Does the service smile have a cost? — what studies show, and what they don't.

The research

Study: Hochschild (1983, Univ. of California Press)

The limit

Single context; replicate before generalising. (our executive and employee training programmes)

Practical check in Basel

Define one measurable indicator, test for a month, compare. To go further: explore the Emotional Intelligence training in Basel, or browse our executive and employee training programmes in Switzerland.

In pictures: Emotional Intelligence in Basel

• emotional intelligence
• Basel
• research
• training basel