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This book takes a fresh stance and views EI and AI as services that are provided by service employees and machines as organisational offerings to customers. As emotional intelligence (EI) and artificial intelligence (AI) have been cited to have broad effects on individuals, businesses and beyond, this book is focused on the organisational context, specifically how they affect employees and customers from a marketing perspective. The stance in this book is consistent with the conceptualisation of a service. This book holds that intelligence in businesses must turn into organisational assets to manifest their values. Further, this book explores this service-dominant logic era, and compared to tangible products, service plays a key role in organisational performance and customer relationship with the organisation. Intelligence exhibited either by human or machine is not a tangible product, but can be utilised as a service to assist employees in performing tasks and delivering services as well as facilitating business transaction and customer experience. This book is structured as follows. Chapters 2 and 3 demystify emotional and artificial intelligence, from different perspectives, including conceptualisations, the history and evolution of the concepts, how they function and where they can apply to. These discussions help readers understand what exactly these two intelligences are. Chapters 4 and 5 analyse how emotional intelligence is related to employees and customers, respectively, with a focus on service organisations. Chapters 68 are dedicated to anatomising AI and how it is operationalised as a service to influence employees and customers. Specifically, viewing AI as a service, Chapter 6 examines the impact of AI service quality and how it is related to employee service quality. Chapter 7 analyses the influence of AI service quality on customers. Based on the discussion in Chapters 6 and 7, Chapter 8 is extended to develop a scale to measure such AI service, named AI service quality. The last three chapters of this book integrate EI and AI to analyse their respective impacts on employees and customers. Chapter 9 proposes EI as a moderator of AI, whereas Chapter 10 proposes AI as a moderator of EI. Chapter 11 employs service profit chain to integrate EI and AI in the chain relationship to understand their effects on both employees and customers. This chapter broadly covers the service industry with a focus on tourism and hospitality sector. The discussion on the impact of EI and AI is complemented with empirical studies conducted in tourism or hospitality context to address their effects in these sectors.

List of illustrations -- Map of trinidad -- Acknowledgements -- Introduction -- Being a factory the signature way -- Raced and emplaced : the signature fashions workers -- "Is we own factory" : thiefing a chance on the shop floor -- "Keeping up with style" : the struggle for skill -- "Use a next hand" : risk, injury the body at work -- "Kidnapping go build back we economy" : criminal tropes in neoliberal capitalism -- Conclusions: work, risk and love -- Endnotes -- Bibliography

"When an IMF-backed program of liberalization opened Trinidad's borders to foreign ready-made apparel, global competition damaged the local industry and unraveled worker entitlements and expectations but also presented new economic opportunities for engaging the "global" market. This fascinating ethnography explores contemporary life in the Signature Fashions garment factory, where the workers attempt to exploit gaps in these new labor configurations through illicit and informal uses of the factory, a practice they colloquially refer to as "thiefing a chance." Drawing on fifteen months of fieldwork, author Rebecca Prentice combines a vivid picture of factory life, first-person accounts, and anthropological analysis to explore how economic restructuring has been negotiated, lived, and recounted by women working in the garment industry during Trinidad's transition to a neoliberal economy. Through careful social coordination, the workers "thief" by copying patterns, taking portions of fabric, teaching themselves how to operate machines, and wearing their work outside the factory. Even so, the workers describe their "thiefing" as a personal, individualistic enterprise rather than a form of collective resistance to workplace authority. By making and taking furtive opportunities, they embrace a vision of themselves as enterprising subjects while actively complying with the competitive demands of a neoliberal economic order. Prentice presents the factory not as a stable institution but instead as a material and social space in which the projects, plans, and desires of workers and their employers become aligned and misaligned, at some moments in deep harmony and at others in rancorous conflict. Arguing for the productive power of the informal and illicit, Thiefing a Chance contributes to anthropological debates about the very nature of neoliberal capitalism and will be of great interest to undergraduate students, graduate students, and faculty in anthropology, labor studies, Caribbean studies, and development studies"--The publisher

The collapse of the Rana Plaza garment factory building in Bangladesh, which resulted in the loss of at least 1134 lives and injuries to hundreds more, exposed the brutality of a global production system in which labour rights have become privatised, circumscribed, and deterritorialised. Unprecedented for an incident of its kind, affected families received $30 million in "compensation" from global apparel companies through the Rana Plaza Arrangement, a voluntary initiative overseen by the International Labour Organization (ILO). This article situates the Arrangement in debates over labour rights in global supply chains, presenting it as a hybrid mechanism that recognises workers' right to compensation for injury or death but relies on the voluntarism of corporate social responsibility for funding. Exploring the complex role of neoliberal regulation in reproducing geographies of uneven development, I show how a transnational initiative can restrict labour rights even as it attempts to expand such rights.