Emotions matter to management practice. But just how can emotion influence the quality of service an organisation provides, and what impact can they have on customer facing employees? These authors investigate.

To continue reading, log in or become a member

Affiliate membership offers instant access to CIPD resources without the need for assessments or study, or explore your options to become a professional member of the CIPD to demonstrate your commitment to the world of work.

  • Access to exclusive, up-to-date resources
  • Become part of a community to learn, debate and connect with other people professionals
  • Free access to a series of CIPD learning courses and a discount on the rest of our catalogue
Instant access Explore membership

Reviewed by

Jake Young, Research Associate, CIPD

Jake joined the CIPD in 2018, having completed a master’s degree in Social Science Research Methods at the University of Nottingham. He also holds an undergraduate degree in Criminology and Sociology.

Jake’s research interests concern aspects of equality, diversity and inclusion, such as inequality, gender and identity in the workplace. Jake is currently involved in the creation of a research project examining the effectiveness of organisational recruitment programmes and their relationship with workplace performance.

Jake leads research on the CIPD Good Work Index programme of work, exploring the key dimensions of job quality in the UK. Jake has also written several CIPD evidence reviews on a variety of organisational topics, including employee engagement, employee resilience and digital work and wellbeing.

More on this topic

Data

Data hub

Explore the evidence behind workforce trends

Webinar

Empowering workplaces by championing women's health and reproductive health

Watch our webinar to explore how organisations can create a work environment that supports employees throughout their career including in menopause and fertility challenges as well as with their menstrual health.

Register now
Guide

People manager guide: Managing stress at work

Practical guidance for managers on preventing and reducing stress at work

For Members

Latest Bitesize research

Bitesize research

Leading an agile workforce – lessons from the NHS

Katie Stickland, CIPD Knowledge Exchange Manager, reviews research examining how strategies around agile working were utilised within the NHS and distils the lessons for HR professionals, line managers and organisations

For Members
Bitesize research

How employers can organise their workforce to optimise productivity

We summarise research examining how the way workers are matched to jobs can have important implications for current and future productivity for their organisations

For Members
People in an office
Bitesize research

Using redeployments to retain and strengthen knowledge

Research examines how organisations can use redeployments to properly manage and grow knowledge sharing across their business and wider networks

For Members
Bitesize research

Is office space essential for productive work?

Evaluating the pros and cons of working in shared office spaces, and how they impact on productivity

For Members
All Bitesize research