Applied Emotion Science
Emotionworks® is about understanding and applying the latest
exciting advances in emotion and affective science research.
It is now an international service brand and has been the foundation
consulting focus of the company since 1997.
We continue to
develop and expand our expertise in this field through consulting
projects, fundamental and applied research and through publications
and conference papers. (see
Media and Publications).
We are also integrating the new
fields of Hedonic Psychology
Economics within the Emotionworks® framework.
Michael Edwardson was on the
program committee for the inaugural CONFERENCE
ON EMOTIONS AND ORGANIZATIONAL LIFE held at San Diego State
University in 1998. His research into Consumer Emotions was featured
in the best-selling U.S. business book Emotional
Value: Creating Strong Bonds With Your Customers.
From Amazon Reviews: "One
of the most intriguing findings they develop is based upon the
work of the Australian scholar, Michael Edwardson (who, incidentally,
wrote the forward to this book). Edwardson documents in great
detail the fact that customers in different industries have widely
differing sets of emotional expectations. A "one size fits
all" approach to customer satisfaction, therefore, can never
work. But, with the research documenting so clearly the emotional
nuances of customers in a wide variety of different situations,
the possibility exists for more appropriately informed responsiveness
from front line staff. "
were consultants to, and Michael Edwardson co-author of, the
Consumer Emotions Study of 4000 customers of blue-chip companies in Australia.
We have one of
the largest privately held library collections on emotion research
with over one hundred and fifty books and hundreds of articles.
We keep up to date through membership of the Emotions in Organisations Network
(EMONET) and the International
Consortium for Research into Emotional Intelligence.
- As a Marketing
Director you may want to know what the emotional equity of
your brand is, or to implement a customer experience management
program. We have researched and tested techniques to answer these questions.
How does your brand contribute to people's sense of well-being,
or fit into their life-story memories?
- As a Human Resources Director
you may want to assess the emotional climate of the organisation
or to examine stress caused by emotional labour on the customer
- As an Individual
client you may want to manage your emotions more effectively
or develop greater levels of emotional intelligence and competence.
This is achieved through one on one emotion coaching.
We assess and conduct courses, workshops and
seminars in the following areas of applied emotions.
- Emotion and
Intelligence and Emotional Competence
We have an exciting introductory
course for managers and front-line staff that can be conducted
in house as a half-day, one day or two day workshop:
Emotionworks®: Understanding and Working with Emotion in Business ©
The course presents an overview
of these important seven key areas for organisations and how
they can be applied for competitive advantage. For further details
have also devloped a system of specialised customer and employee
experience and emotion measurement techniques that have been
developed specifically for marketing and organisational settings.
The Emotionworks® System
includes the following measures...
companies who want to implement
in their organisations we offer:
emotion MAPS ©
emotion SCRIPTS ©
emotion SEGMENTS ©
emotion TRACKING ©
emotion CLIMATE ©
emotion VALENCE RATIOS ©
Hospitality clients we offer through Emotionworks®:
total approach to Guest Experience Management©
extend the principle of Hospitality to all service organisations
The Ultimate Customer Experience©
to Service Brands and the Customer Experience in an exciting
Life...My Brand...My Experience©