International Journal of Business and Economics Volume 16, No. 3 December, 2017

More than Just a Stamp in My Passport

Christa van Tonder

University of Waikato, New Zealand

Abstract

A passenger named Maria is about to board a plane in Johannesburg, South Africa, on 11th June 2010, in emigrating to New Zealand. Leaving everything behind, Maria is experiencing melancholic emotions while walking through immigration. The uncertainty and distress of leaving her family behind might mean that she won’t be able to board the flight. Will Maria be able to control the tears and manage to embark on her planned journey? The immigration officer, Lerato, notices that the passenger is heavyhearted and she is more than willing to get involved.

Keywords：exceptional service, emotional intelligence, emotional contagion, customer experience.

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