original ) (raw )The interpersonal effects of emotion intensity in customer service: Perceived appropriateness and authenticity of attendants' emotional displays shape customer trust and satisfaction
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Organizational Behavior and Human Decision Processes, 2018
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Customer Reactions to Emotional Labor: the Roles of Employee Acting Strategies and Customer Detection Accuracy
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Are All Smiles Created Equal? How Emotional Contagion and Emotional Labor Affect Service Relationships
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Emotion regulation in service encounters: are customer displays real?
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Journal of service theory and practice, 2020
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Emotional labour: The effects of genuine acting on employee performance in the service industry
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The Smiling Mask in Service Encounters: The Impact of Surface and Deep Acting
IJMESS JOURNAL
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Emotional Labor: The Role of Employee Acting Strategies on Customer Emotional Experience and Subsequent Buying Decisions
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International Review of Management and Marketing, 2013
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How emotional displays and service quality impact satisfaction and loyalty: A gendered look
Lisa Cain
Journal of Foodservice Business Research, 2019
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Happy to help: State positive affect, state negative affect and affective ambivalence as predictors of emotional labor style and customer service performance
Laura Little
2007
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The happy versus unhappy service worker in the service encounter:Assessing the impact on customer satisfaction
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Journal of Retailing and Consumer Services, 2010
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Service providers' use of emotional competencies and perceived workgroup emotional climate to predict customer and provider satisfaction with service encounters
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International Journal of Work Organisation and Emotion, 2006
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The influence of angry customer outbursts on service providers' facial displays and affective states
Ken Butcher
Journal of Service Research, 2007
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More Than Happy to Help? Customer-Focused Emotion Management Strategies
Laura Little
Personnel Psychology, 2012
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EFFECTS OF EMPLOYEES' POSITIVE AFFECTIVE DISPLAYS ON CUSTOMER LOYALTY INTENTIONS: AN EMOTIONS-AS- SOCIAL-INFORMATION PERSPECTIVE
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Is “service with a smile” enough? Authenticity of positive displays during service encounters
Karen Jansen
Organizational Behavior and Human Decision Processes, 2005
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The Role of Emotions in Service Encounters
Cathy Enz
Journal of Service Research, 2002
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Emotions in service encouters
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Emotion regulation in customer service roles: testing a model of emotional labor
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Journal of Occupational Health …, 2003
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Chapter 12 Emotion Regulation Strategies among Customer Service Employees: A Motivational Approach
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Research on Emotion in Organizations, 2012
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Service with style and smile. How and why employees are performing emotional labour?
Michel Cossette
European Review of Applied Psychology, 2015
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EMOTIONAL LABOR IN CUSTOMER SERVICES JOBS, A MYSTERIOUS CASE OF SOCIAL IDENTITIES
IAEME Publication
IAEME PUBLICATION, 2021
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Effects of perceived employee emotional competence on customer satisfaction and loyalty
Dwayne Gremler
Journal of Service Management, 2013
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Leading with a Smile: The Influence of Managers' Leadership Behavior on the Emotional Experience of Employees and Customers
Ronit Kark
… and Morality (Research on Emotion …, 2007
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Linking service employees' emotional competence to customer satisfaction: a multilevel approach
Michael Frese
Journal of Organizational Behavior, 2008
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An analysis of the interaction effect between employee technical and emotional competencies in emotionally charged service encounters
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Following Display Rules in Good or Bad Faith?: Customer Orientation as a Moderator of the Display Rule-Emotional Labor Relationship
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