Lin, Jiun‐Sheng Chris; Lin, Cheng‐Yu - In: Journal of Service Management 22 (2011) 2, pp. 183-201
Purpose – The purpose of this paper is to examine the phenomenon of emotional contagion in service encounters by proposing and testing an empirical model of the antecedents and consequences of affective service delivery by employees. Design/methodology/approach – A theoretical framework of...