Music is part and parcel of our daily living. To some, it provides an outlet for emotions and aspirations. For some, it is a tool towards healing as proven by music therapy sessions and hypnotherapy where music is applied to conjure images of calm to the patient. Others utilize music to evoke strong emotions of courage and winning, as in the times when it is used to provide a boost in spirit for team play. Such is the role of overhead music. Although the exposure of the individual to music varies, whether they participate willingly or involuntarily, there would still be a degree of effect when music is listened to. It is for this reason that it is advisable to be selective in playing music that is not played for personal pleasures.

To some extent, business operations and their choice of music work around this principle. How many times have we been swayed and been given an enjoyable experience in a food establishment that plays music that fits a particular ambiance? How else can we explain the way some genres suggest particular moods and give us images of particular venues? We all have an imagery of music attached to a certain situation or location. The same works for on hold music. Tunes have been used for lines where a customer is put on hold over the phone. This is particularly important in the aspect of customer service. As it is typical for customer care departments to assist irate callers or complaining customers, music has been used to extend the initial measure of appeasing an otherwise upset customer.