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Tightening or loosening the "iron cage"? : the impact of formal and informal display controls on service customers
Paul, Michael; Hennig-Thurau, Thorsten; Groth, Markus - In: Journal of business research : JBR 68 (2015) 5, pp. 1062-1073
Persistent link: https://www.econbiz.de/10010517107
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Is this smile for real? : the role of affect and thinking style in customer perceptions of frontline employee emotion authenticity
Lechner, Andreas T.; Paul, Michael - In: Journal of business research : JBR 94 (2019), pp. 195-208
Persistent link: https://www.econbiz.de/10011947349