Is this smile for real? : the role of affect and thinking style in customer perceptions of frontline employee emotion authenticity
Year of publication: |
January 2019
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Authors: | Lechner, Andreas T. ; Paul, Michael |
Published in: |
Journal of business research : JBR. - New York, NY : Elsevier, ISSN 0148-2963, ZDB-ID 189773-1. - Vol. 94.2019, p. 195-208
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Subject: | Emotional labor | Authenticity | Authenticity perceptions | Affect | Thinking style | Emotion | Arbeitsverhalten | Work behaviour | Wahrnehmung | Perception | Glaubwürdigkeit | Credibility | Konsumentenverhalten | Consumer behaviour | Führungsstil | Leadership style | Dienstleistungsqualität | Service quality |
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